Online complaints redressal firm Akosha rebrands itself as Helpchat, a chat based personal assistant application

"We started as a complaints platform, but as more people started using our service, the nature of queries changed and we realised that people were seeking all kinds of help" said Ankur Singla, CEO and founder of Akosha and Helpchat brands.

Image courtesy: helpchat.in

The app, which is free for users, provides access to major businesses like Aircel, Voltas, Eureka Forbes, MakeMyTrip, Bookmyshow, Oyo Rooms, HDFC Life, and Spice Mobile.The services include that of shopping, tech support, travel, food ordering, bill payments, movies and many more.The app helps a user in getting any kind of help around these services.

Helpchat has a tagline of "Do More by Doing Less". It behaves like a personal assistant for any consumer. If someone needs any help around anything, be it of any service or product, the consumers can directly chat with a dedicated domain expert through the app and get their queries answered.

To answer the customer’s queries, Helpchat has built a team of 600+ experts. "We are also using NLP/AI to automate the answering of these queries. Currently, more than 25% of the 30,000 daily requests are handled by a chatbot" says Vishal Chaudhary, CTO - Helpchat.

The pivot of Akoshas business model to Helpchat demonstrates a big leap from an online complaint platform to the chat based information provider and assistant for various services.