GTPL Hathway Limited unveiled an enhanced version of its WhatsApp bot, GIVA, integrating advanced AI capabilities. The upgraded bot is designed to automate customer support, enable self-service, and provide after-sales service as part of GTPL Hathway's commitment to drive excellence through cutting-edge digital innovations. Powered by Yellow.ai, a global leader in generative AI-powered customer service automation, the intuitive chatbot will deliver seamless, hyper-personalised experiences for the company's 12 million plus Digital Cable TV and a million plus Broadband customer base across India.

Leveraging Yellow.ai's Dynamic Automation Platform (DAP), the AI chatbot offers full-fledged customer service automation on WhatsApp as a first step, followed by chatbots on Facebook, and GTPL's website and application. It offers round-the-clock support to both new and existing customers in three languages initially, including English, Hindi and Gujarati which will soon be followed by six additional languages including Telugu, Tamil, Kannada, Malayalam, Marathi and Bengali to cater to varying customer preferences. It also enables deep backend integration with CRM, payment gateways, and other existing support systems. The enhanced GIVA available on WhatsApp will enable the user to make payments using the WhatsApp Pay solution powered by Cashfree Payments.

This tailor-made payment integration with Cashfree will allow GTPL subscribers to renew their existing services as well as enable them to subscribe and pay for additional services within the WhatsApp environment.