Enable your customers to serve them selfs, thus reducing your support costs and improving revenue.

1. Talk Talk - Chat Chat
Enable new channels for customers and generate revenue.
Anurag Saran
Sr Solutions Architect - FSI
Redhat.
Kavitha Srinivasan
Specialist Solutions Architect
Redhat

2. Agenda
Enable new channels for customers and generate revenue.
● Why this session
● What's happening in the industry
● Architectures with Slack, Text Message and Facebook Messenger
● Architectures with Alexa
● Demos !
○ Slack
○ Messenger
○ Text
○ Alexa

3. What is the weather like?

4. Do I have any tasks to approve?

5. What are the current savings rate?

6. Newer channels mean newer revenue opportunities
- Social commerce is here! Broaden target markets via say FoFs
- Upsell and cross sell to existing customers
Leverage existing investments in Business Process Management and Rules
Adapt to demands of newer channels
Why?

7. Red Hat JBoss Automation Products
Red Hat JBoss BPM Suite
Business
Process
Management
Business
Resource
Planning
Business
Rules
Management
Complex
Event
Processing
Red Hat JBoss BRMS
ON-PREMISE PRIVATE PUBLIC

8. Business Process Management
RUN-TIME
REPOSITORY
A BPMS automates a business
process - using a model to
drive work through the
process to completion…

9. Business Rules

10. The Biggest Internet Phenomenon Since

11. Messaging Apps Vs Social Networking Apps.
● Messaging Apps
○ WhatsApp
○ Facebook Messenger
○ WeChat
○ Viber
● Social Networking Apps
○ Facebook
○ Twitter
○ LinkedIn
○ Instagram
Increasing shift from apps to messaging apps like chatbots.
A gap which will only get larger in 2017.
● Source: Business Insider Report-Increasing shift from apps to messaging apps like chatbots. A gap which will only get larger in 2017. Source: Business Insider
Report

12. Where are we spending more time.

13. Key Findings
CHAT SURPASSES PHONE AS TOP CUSTOMER SERVICE CHANNEL
> 1 in 4 consumers
More than one-in-four consumers (28.9 percent) prefer to
use chat technology when interacting with a retailer,
surpassing phone (28.7 percent) and email (27 percent)
as the most popular customer service channel.
1/4 of consumers
A quarter of consumers (25.8 percent) prefer to chat with retailers on their websites, while
3.1 percent say messaging apps like Facebook Messenger—a very new channel for
customer service—are their top choice.
1/4 of consumers
A quarter of consumers (26 percent) embrace
interacting with a company through a messaging app
like Facebook Messenger or WhatsApp, and the
number jumps to 39 percent for millennials.
4 out of 10 consumers
Four out of 10 consumers (39 percent) are willing to have automated conversations with chatbots,
and 10 percent prefer to always interact with a robot while interacting with a retailer online.
Source: http://www.247-inc.com/sites/default/files/asset-downloads/247-survey-report-to-client.pdf

14. Talk Talk - Chat Chat
● A quarter of all downloaded apps are abandoned after a
single use.
● Only instant messaging bucks the trend.
● 2.5 billion people have at least one messaging app installed.
● WhatsApp users average nearly 200 minutes each week
using the service.
Many teenagers now spend more time on smartphones sending
instant messages than perusing social networks.

15. FaceBook
Almost 2 Billion Users
● Facebook now reaches 1.86 billion monthly active users,
● Has added 70 million users in the quarter.
● 34000 chatbots.

16. Slack
● 3 million daily active users
● 2 million of which are connected at any one time.
● It also now boasts 930,000 paid accounts.
● In January 2015 it announced the acquisition of Screenhero,
which will be integrated to add voice, video and screen
sharing.

17. Messaging
● 4.77 : Billion phone users in 2017.
● 2.6 : Billion smartphone users.
● 40% : Of world population has an internet connection today.
● 77% : Americans that own smartphones.
● Mobile commerce sales grew by 38.7% in 2015.
● Developing countries continues to buy more feature phones even in
2016.

19. Make Good Bots Great
Remove customer impediments
● Natural Language Processing
● Integrate with existing systems.
● Auto scale and failover.
● Highly Distributed system - Logging and Tracing
● Security
● Monitoring

22. Architecture
Connect Connect Connect
TWILIO
API.AI
Orchestration
Engine
Savings Rate
Check Process
Auto Policy
Policy Quote
EMAIL
Azure/Amazon/Other
AMQ
Caching
Messaging
Middleware
Task Proces
RASA.AI

23. Use Rules In Map and Reduce , Pig Query To Generate
Rules
ReduceMAP
I
N
P
U
T
D
A
T
A
O
U
T
P
U
T
D
A
T
A PIG Query Update Rules Dynamically
Rest Calls
Data Grid
Reference: https://www.youtube.com/watch?v=SmyQDFEAu-c

24. Architecture
@Comradely
TWILIO
API.AI
Orchestration
Engine
Savings Rate
Check Process
Auto Policy
Policy Quote
EMAIL
Azure/Amazon/Other
AMQ
Caching
Messaging
Middleware
Task Proces
RASA.AI

25. Demo 1

26. Welcome Comradely

27. Demo 2

28. Introducing Kiya On Messenger
● Order Check Book
● Check Savings Rate
● Get Policy Quote

29. Demo 3

30. Introducing Kiya On TextMessage
● Order Check Book
● Check Savings Rate
● Get Policy Quote

31. Alexa

32. Alexa Demo scenarios
Persona : Customer of the bank
- Order checks (!)
- Respond to offers
Persona : Operations Manager at the bank
- Get tasks
- Respond to tasks

33. Alexa with Red Hat BPM Suite
AWS Lambda
functions
Savings Rate
Check Issue
Process
Loan Process
Recommendation
Service
Heroku/Amazon/Other
Customer profile
Cache
Channel Specific
Orchestration

34. Compose channel-specific composition of micro-services
Order Checks business event

35. BPM Suite enabled microservices on Openshift
Recommendation
Decision Microservice
Loan Processing
Service
Customer Profile
Microservice
Modern
microservices
architecture
Next-gen user
experience
Check Issue Process
Analytics
Microservice
Channel Specific
Process

36. Demo
Alexa with BxMS

37. WrapUp

38. Who Likes Talking To Companies?
Big Push
Paypal, which in the last couple of months connected
over a million accounts with Messenger.
Customer Satisfaction
Rogers, the largest mobile operator in Canada, has seen a customer satisfaction lift
of over 60% by providing service on Messenger.
Productivity
Globe in the Philippines has increased
employee productivity by 3.5 times by adding
automation via Messenger.
Higher Conversion
Meetic has built a dating bot that conversion rates are a 30% higher than all of the other
channels.
1.2 BLN users on Messenger. They send 2 BLN messages a month. That’s insane.
Source: http://www.247-inc.com/sites/default/files/asset-downloads/247-survey-report-to-client.pdf

39. One Service At A Time
OPENSHIFT
source
repository
CI/CD
engine
dev container
Keep Calm And use S2I

40. Technology Stack
30+ tools/products 15 Build/Containers Multiple clouds

41. Please Rate The Session On The APP.
#WomenInTech

42. THANK YOU
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