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AI Powered Chatbots for Businesses

Agenda

1. The Need

2. Chatbot Evolution

3. Chatbot Platforms

4. Real-life Business Use Case

• Business Requirements

• Tools/Technologies used

• Technical Architecture

• Application Walkthrough

5. Key Takeaways

The Need

Growth Organic & Inorganic growth annually in organizations putting more pressure on Customer Services teams

Increasing the man-power exponentially to support the growth is not ideal

Innovation Innovation is the core of the IT strategy of most of the organizations IT teams are driving efficient and effective solutions to reduce cost of operations

Customer Interactions Moving from conventional (yet effective) way of interaction to intelligent interactions with customers

Important to stay ahead of the Customer Service Center’s growth (intelligence & efficiency)

Walk and then Run Phase-wise approach (Ideate, design, prototype, build, feedback – “The Design Thinking”) Mid to long term vision of the AI platform (start with customer service, expand to other areas)

Technology Chat Bots, Omnichannel, Proactive Learning, Self Service Initiative

Integration with ERP/CRP/Other applications

Chatbot Evolution

Basic

Scripted

• Simple Chat BOT

• Scripted Responses

Intent

Recognizer

• Identify parts of speech

• Extract meaning from a request

Dialogue Manager

• Maintains past

conversations

• Integrate gesture

understanding

Intelligent Advisor

• Understands what is the

goal

• Could advise on better

paths

Sales & Marketing Engage with prospects/leads and generate new business

Manage existing customers – self service

Service Requests from Customers Manage customer requests/complaints registration and categorization

Capture feedback, hand over to human agent as needed

Internal Functions (IT Help Deck, HR, Finance etc.) Manage and serve requests from employees

Employee satisfaction levels

Helping hand for Customer Services Team Provide information to Agents to serve and close customer requests

Take care of repetitive tasks

Some of the Use Cases:

AI Powered Chatbots – Some Platforms with multi-lingual support

Multi-lingual Chatbots

Live Agent

Microsoft Bot Platform

Pandorabots

Chatterbot

RASA NLU

IBM Watson

Google Dialog Flow

(Some languages)

Amazon Lex

(for English)

RASA

(open source)

About Client A Leading global manufacturer and distributor of consumer goods in USA. Facing challenge in responding to customer queries

on time and with required efficiency.

Business Challenges • Customer care staff not available 24*7 for the customers

• Missed interactions with customer because of limited staff

• Missing integration with Inventory databases, Salesforce database and social media platforms like Facebook , WhatsApp

etc. leading to delay in response to customer

Operational Impact / Business Benefit of Chatbot • Partially automated Customer Services, Customer Support and Sales functions with more accuracy and efficiency.

• 24×7 Chatbot availability, ensuring customer support & service round the clock

• Seamless hand-over to human agent based on Gesture / Sentiment analysis

• Proactive customer interactions with Chatbot analyzing historical data and come up with suggestions/recommendations

AI Powered Chatbots – Real-life Experience

AI Powered Chatbots – Business Requirement

AI

Chatbot

Platform

Sources

Website

Mobile App

Facebook

Twitter

IVR

Voice Assistant

SMS

CRM

(Salesforce, Pega,

MSD, Others)

AI Powered Chatbots – Tools

AI Powered Chatbots – Architecture

AI Powered Chatbots – Let’s Understand the Implementation

Amazon Lex- Intents and Utterances

AI Powered Chatbots – Let’s Understand the Implementation

Amazon Lex- slots

AI Powered Chatbots – Let’s Understand the Implementation

Amazon Lex integration with Lambda functions to validate data

AI Powered Chatbots – Let’s Understand the Implementation

Amazon Lex integration with Lambda functions for fullfilment

AI Powered Chatbots – Let’s Understand the Code

Lambda Functions Response format

AI Powered Chatbots – Let’s Understand the Code

Lambda Functions Response format

AI Powered Chatbots – Let’s Understand the Code

Lambda Functions Response format

AI Powered Chatbots – Let’s Understand the Code

Lambda Functions Response format

AI Powered Chatbots – Let’s Understand the Code

Transfer from Chatbot to Human Agent

AI Powered Chatbots – Let’s Understand the Code

End Chat

AI Powered Chatbot Implementation for Customer Services Team – DEMO

Key Takeaways

Need a Lab approach even for technologies like Chatbots

Need to involve business team even when POC/R&D is being done

Defining INTENTS appropriately is the KEY for successful Chatbot implementation

It is about 6 weeks effort for a team to deliver first working version of the Chatbot

Up to 50% efficiency can be achieved in customer services function using Chatbot

Q & A

THANK YOU I N D I A

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