JKT-a HIGH IQ company, excelling in innovation & quality
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
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
JK Technosoft Ltd. A-2, Shopping Complex, Masjid Moth, G.K. II, New Delhi – 110048 Tel: +91 11 29222864-65 Fax: +91 11 29228048 NOIDA F-2 & F-3, Sector-3 Noida – 201301, INDIA Tel: +91 120 4606200, 4606300, 4084500, 2539133 Fax: +91 120 2539132
U N I T E D S T A T E S
Proserve Consulting Inc. 608, Fifth Avenue, Suite 401, New York, NY 10020 USA Tel: +1 212 265 1626 Fax: +1 212 586 4067
BANGALORE Indiqube – Grape Garden 33 Coconut Grove, 648/1/1, 1A Cross, 18th Main, 6th Block, Koramangala, Bengaluru – 560 095. Karnataka. Phone No: 080-46724000.
KOLKATA Asyst Park 1st Floor, GN 37/1 Sector 5, Salt Lake Kolkata – 700091
B A N G L A D E S H
JK Technosoft Ltd. 98 Block-C Road 11 Banani Model Town Dhaka-1213
Email : [email protected]
U N I T E D K I N G D O M
JK Technosoft (UK) Ltd. Atrium Court, 100 The Ring, Bracknell, Berkshire, RG12 1BW, United Kingdom Tel : +44 (0) 1344 393032
MUMBAI 1st Floor, K. Raheja Platinum, WeWork India Sag Baug Road, off Andheri-Kurla Road Marol, Andheri East, Mumbai, MH, 400059, India
Copyright © 2018, JK Technosoft. All Rights Reserved.
Hyderabad JK Technosoft Ltd. Dwarka Central, 4th Floor, Plot No.-57, Hitech City Road VIP Hills, Jaihind Enclave, Madhapur Hyderabad, Telangana 500081
B A H R A I N
JKT GCC WLL Office 2210 22ND Floor Almoayyed Tower Bldg. 2504 Road 2832 Block 428 Al Seef District Kingdom of Bahrain