The document discusses the transition from traditional customer service to the implementation of chatbots and AI, emphasizing the preference of customers for self-service and digital interactions. Key statistics indicate that a significant percentage of customers prefer resolving issues without human interaction, and many brands are adopting chatbots for their efficiency and effectiveness. It also highlights how AI and chatbots can streamline tasks, enhance customer experience, and predict the future landscape of customer service interactions.

3. What he hates?
And more……
And more……
And more……

4. What does he like?

5. Why Customer Service calls are
old school now??
Because, its expensive and it doesn’t work!

6. “

7. 1in3 38%
of customers want to initiate sales
discussions themselves than a
brand approaching them - No
matter how relevant/personalised
the approach is!!!
46%
brands say customers &
prospects prefer to
complete a purchase or
resolve services issues
without speaking to a
human associate, if
possible
of customers want to
interact with their
brand over Social
Media
of sales and marketing
practitioners say
digital/mobile technology
has caused how their
customers and prospects
interact with them
40%
of brands agree that
people now do more
research on their own
before making a
purchase
48%
Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)

9. Yes, Chatbots Can!!
They are the future in delivering customer experience 

11. Chatbot
is a program designed to simulate
conversation with human users on a
messaging platform

16. An example of a Chatbot

17. 7 Reasons Bots Should be a Part of
your Strategy
Bots are omni-channel
Texting is 10X more effective
than email marketing or
social media
You can deliver proactive
notifications in real time
Get instant feedback by
asking survey questions
The modern customer demands
quick responses, and social media
isn’t cutting it.
1
2
3
4
5
6
7
Engaged customers
spend more
Get more out of your
mobile development.

19. Brands prefer these platforms or
networks to build a chatbot for….
Facebook messenger is preferred most (92%) among businesses to build Chatbots , folowed by Slack and
Twitter.
80% of businesses want to use in-house Chatbots on their sites.
Source - Chatbot survey 2017 by Mindbowser and Chatbots journal

20. Industries most benefited from Chatbots
Source - Chatbot survey 2017 by Mindbowser and Chatbots journal

21. We can plot some of the more popular chatbot technologies on a two-
dimensional plane in terms of their flexibility/robustness:
Source : Griddy Dynamics - Chatbots in retail: 2017 is shaping up to be a big year (Jan 10, 2017)

22. Behind the GUI, different chatbot architectures are employed to solve different
problems.
A good way to understand what drives the specific architecture of each chatbot is
to map a chatbot's capabilities to the complexity of tasks it is trying to solve.

23. Companies interested in
developing a chatbot
should implement these
basic building blocks and
integrate them based on
the application domain.
The design and implementation should be heavily
influenced by the trade-off between flexibility and
robustness
Source : Griddy Dynamics - Chatbots in retail: 2017 is shaping up to be a big year (Jan 10, 2017)

24. How is the
industry
accepting it?

25. conversations per day is handled by Wechat , deployed by China Merchants Bank.
1.5 to 2 Million
It typically answers most of card balances & payment queries.
78 to 80%
of Companies, Brands, Sales & Marketing teams say they have either already
implemented or going to implement AI and VR and Chatbots by 2020.`
Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)

26. ▸ Gartner predicts that
customers will manage 85%
of their relationship with the
enterprise without
interacting with a human.
By 2020

27. of your Customer’s standard queries & interactions
30%
more time for your agents for more
important services & upselling
30%
Chatbots can resolve
Which also means
Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)

28. Voice calls routing using NLP
Voice Biometrics that can identify 100+ parameters
to instantaneously authenticate & process a call
An estimation says that 30 to 50 percent of human call
center tasks can be streamlined with AI technology
AI-assisted model is not limited
to text inquiries…. It can also
do…..

29. Efficiency gains with AI-Assisted human agent model
-Live Person, A Cx Service platform provider
30%
of KLM Airlines cases are resolved with the power of AI by
mastering over 60,000 KLM customer questions
- Dmitry Aksenov, CEO Digital Genius
35%
Initial Results are promising….
Source: Forbes - How Artificial Intelligence is Transforming Enterprise Customer Service (Feb 27,2017)

30. Top 5 platforms that are
trending
IBM Watson
Wit.ai
Pandorabots
Chatfuel
Microsoft
Bots

32. Enterprise Chatbot Development Framework

33. Chatbot Case Study
Spotizen
Smart parking app for Singapore – available
for Android & iPhone
Helps discover vacant parking spots through
real-time LTA data
First app to feature coupon parking locations
Spotizen Facebook Messenger Bot has all
features of the app through a natural language
interface