Cable TV
Hathway partners with Haptik to elevate customer experience & scales support
Mumbai: Hathway has partnered with Jio Haptik Technologies to leverage its conversational AI technology to improve customer retention.
The cable TV and broadband service provider has successfully launched ‘Diva’ – an intelligent virtual assistant, to give customer support to Hathway’s 11 million subscribers.
The advent of Covid-19 accelerated the move to work from home subsequently causing a shift in customer expectations. More customers started raising queries, complaints and requests on Hathway’s digital platforms including its app, self-care and website. ‘Diva’ helped drive faster customers responses and substantially elevated customer service, said the statement.
‘Diva’ has successfully handled 2.7 million conversations so far and has improved first response time (FRT) and issue identification by 98.3 per cent. It has also improved first-time resolution for technical and billing issues collectively by 95 per cent, it added.
“Haptik is a key partner for Hathway because they are driving real innovation in conversational AI,” said Hathway Cable and Datacom chief customer service officer Anil Jhamb. “Their AI platform is transforming the way we think about fostering meaningful digital interactions and customer engagement. With Haptik we were able to bring speed and efficiency to our customers, improve customer communication and deliver the state-of-the-art digital experiences that achieve impactful results.”
“The past year saw brands across all industries leaning more heavily on AI, automation, and self-service to manage high volumes of customer support queries coming in,” said Haptik VP and GM, India and MEA Pratyush Kukreja. “Messaging also has evolved as the preferred way for customers to interact with brands because it is quick, convenient and feels more personalized. Working with Hathway gives us the opportunity to power millions of users with AI-driven connected experiences. Seeing Hathway’s success further fuels our goal to drive the world’s transition to AI-powered conversations.”
MUMBAI: When margins wobble, liquidity talks and in Q3 FY25-26, cash did most of the talking. Den Networks Limited closed the December quarter with consolidated revenue of Rs.251 crore, marginally higher than the previous quarter but down 4 per cent year-on-year, even as profitability stayed resilient on the back of strong cash reserves and disciplined cost control.
Subscription income softened to Rs.98 crore, slipping 3 per cent sequentially and 14 per cent from last year, while placement and marketing income offered some cheer, rising 15 per cent quarter-on-quarter to Rs.148 crore. Total costs climbed faster than revenue, up 7 per cent QoQ to Rs.238 crore, driven largely by higher content costs and operating expenses. As a result, EBITDA dropped sharply to Rs.13 crore from Rs.19 crore in Q2 and Rs.28 crore a year ago, pulling margins down to 5 per cent.
Yet, the bottom line refused to blink. Profit after tax stood at Rs.40 crore, up 15 per cent sequentially and only marginally lower than last year’s Rs.42 crore. A healthy Rs.57 crore in other income helped cushion operating pressure, keeping profit before tax at Rs.48 crore, broadly stable quarter-on-quarter despite the tougher cost environment.
The real headline-grabber, however, sits on the balance sheet. The company remains debt-free, with cash and cash equivalents swelling to Rs.3,279 crore as of December 31, 2025. Net worth rose to Rs.3,748 crore, while online collections accounted for 97 per cent of total receipts, underscoring strong cash discipline across operations, including subsidiaries.
In short, while Q3 showed signs of operating strain, the financial backbone remains solid. With zero gross debt, steady profits and a formidable cash war chest, the company enters the next quarter with flexibility firmly on its side proving that in uncertain markets, balance sheet strength can be the best growth strategy.
