Problem / Objective:

Victims of cyber harassment had to write an email to get in touch in Akancha Against Harassment (AAH) {a not-for-profit organization that seeks to help victims of online harassment, and raise awareness about cyber security}, police and mental health professionals, the long response time was a hindrance and led to lack of communication. Swift and timely action was absent. 

Solution / Approach:

Haptik is an enterprise Conversational Al platform based in Mumbai, India, founded in 2013. The platform reaches 30 million devices monthly and has processed over a billion messages so far. Its technology infrastructure employs a blend of artificial intelligence, natural language processing and machine learning. In March 2014, the company launched its first product, the Haptik app which is a chat-based personal assistant which lets its users to get things done for Android and iOS platforms in India. 

AAH deployed Haptik’s 24x7 chatbot helpline. It enabled victims to register a complaint of cyber-harassment, provided tips on combating harassment, and a contact list of cyber cells in India, shared contact information of Akancha and mental health professionals in India, explained the process for contacting police and requesting the assistance of a lady officer, rendered information about upcoming workshops/events across India conducted by Akancha. 

Impact / Implementation:

The bot helped resolve numerous cases of serious online threats and harassment (including 115 cases of rape & acid attack threats), eliminating human intervention to the extent of 90%. The bot has completed over 2,000 conversations (engagement with over 1000 unique users) through a simple and interactive user interface, drawing users even from Tier II cities. The analytics dashboard has helped identify call to action areas related to cyber-safety, with the multilingual capabilities enhancing its reach. 

Source: NASSCOM COE-DSAI AI for Good report

Image Source: Cook Thompson Lawyers