This presentation will help you in understanding the basics of this new emerging technology, aided by AI and growing messenger channels, in the Mar-tech domain.

1. CHATBOT
By Saurav Majumdar

2.  Chatbots are computer programs that carry out conversations with people
using lightweight messaging app UI.Chatbots converse with users using
natural language (either voice or text) rather than the traditional website or
app user interfaces.
 A chatbot is a service which is either powered by rules or artificial
intelligence, with which we interact using a chat interface.
WHAT ARE CHATBOTS?

3. • RULE BASED
Rule-based is an algorithm that
processes user statements
through a prededined set of
rules, doing an intent guessing
and meaning matching.
• ARTIFICIAL INTELLIGENCE
AI-based or NLP-based bot
identifies the language, context
and intent and then it reacts
based on that.
TYPES OF CHATBOTS

4. • INTENT
Intents are the intentions of the end-user,
these intentions or intents are conveyed by
the user to the bot.
Intents can be put in 2 categories
1. Casual Intents
Eg - Greetings like “hi”, “hello”, “Hola”,
“Ciao” or “bye” can be termed as casual
intents. These intents will direct the bot to
respond with a small talk reply like “Hello,
what can I do for you today”.
2. Business Intents
Eg - “Find me a pair of Size 8 Red Adidas
Sport shoes”
• ENTITY
Business intents have metadata about the
intent called “Entities”.
For ex:- Find me a pair of Size 8 Red Adidas
Sport shoes.
Intent — SearchProduct
Entities —
Composite Entity — ProductDetail
Component Entity —
Size — 8
Brand — Adidas
color — Red
Category — Sport Shoes
IMPORTANT TERMINOLOGIES IN CHATBOT

5. For the first time, people are using
messenger apps more than social
networking apps.
Why chatbots are such
a big opportunity?

6. CUSTOMER TARGET
BFSI
According to a report,their are going to be
around 1.2 billion mobile banking user.
According to a report released by
gartner,consumers will manage 85% of the
total business association with banks through
FINTECH chatbots by 2020.
Banks will require chat based assistants to
handle sending personalised notifications such
as product recommendations,reminders based
on their spending habits,purchase history.

7. CUSTOMER SUPPORT AND SALES
Chatbots have the potential to replace 29% of
customer service and 36% of sales
representative in United States alone.This in
turn is going to save $23 billion and $15 billion
in salaries resectively.Its not only about cost
cutting but also chatbot might be more efficient
as compared to human when it comes to
customer service.Not only their will be a
reduction in time in solving queries but also this
promptness will help in closing deals with the
prospects.

8. MARKET SIZE AND OPPORTUNITY
According to a recent report by Grand View Research, the global chatbot market is expected to
reach $1.23 billion by 2025. Within the global chatbot market, approximately 45% of end users
prefer chatbots as the primary mode of communication for customer service inquires.
In a survey by Oracle of chief marketing officers, chief strategy officers, senior marketers, and
senior sales executives from France, the Netherlands, South Africa, and the UK, 80% of the
respondents said they already used chatbots or planned to use them by 2020.
In a survey by LivePerson, which included 5,000 consumers from six countries, 33% of consumers
rated a positive perception of chatbots, compared to the 19% of participants that rated a negative
perception. The remaining 48% were indifferent as long as their issue was resolved.
Chatbots can work in segments such as marketing, payments and processing, and service, but
when it comes to revenue, chatbot service has a majority of the market share.

9. CHATBOT ECOSYSTEM AND LANDSCAPE
Deployment channels such as chatbot
platforms such as Facebook Messenger,
WhatsApp, WeChat, Slack are where chatbots
live and interact with users.
Third-party chatbots are brands and
businesses that a customer may use to, for
example, order an Uber through Facebook
Messenger.
Bot building companies are typically third-
party companies that employ AI technology to
help businesses deploy their own chatbot
across a platform.
Native bots are built by the platform or app in
which they are operating (for example, Apple’s
Siri or Google Assistant).

10. METRIC
HOW CAN WE MEASURE SUCCESS
Metrics like active users, sessions, and user retention can give an overall picture of the bot’s health and
see general trends.
Above metrics will give an idea to understand what works to increase customer conversions, improve
the bot’s accuracy, and create a better user experience.