A presentation on chatbots and their place in the future of retail and customer service.

1. September 20, 2019
Seamless Chatbot Integration:
Getting Ready for the Revolution

2. Agenda
I. Cocolevio Overview
II. Chatbot Basics
III. Insights
I. Facts & Stats
II. Recent News and Industry Examples
III. Our Take
IV. Deploying Chatbots In Your Environment
I. The Basic Model
II. Staying Platform Agnostic
III. Capturing Data & Creating Analytics
IV. Integrating Advanced Natural Language Processing (NLP)
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3. Cocolevio is a modern technology solutions firm helping companies drive innovation and growth while
avoiding vendor lock-in and maintaining a platform agnostic strategy.
Our Focus
Areas
Our
Offerings
Consulting
Enterprise Architecture
Software Development
Cocolevio Business Application Products
• Boutique firm with diverse, Fortune 50 experienced talent
• Founded in 2015
• Based in Austin, TX with presence in NYC & India
• Certified minority-owned business
Who We Are
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4. What We Do
Consulting
Software Development Cocolevio Business Application Products
Enterprise Architecture
• Public/Private Cloud Platform Agnostic
Strategy
• Technology Strategy & Innovation
• Business & Operating Model
Optimization
• M&A Integration/ Divestitures
• Customer Experience & Channels
• Cloud Migration
• Legacy Application Migration
• Workflow Automation
• Technical Staff Augmentation
• Extract-Transfer-Load (ETL)
• Data Mining/Cleansing
• Custom Software Development
• API Integration
• Cloud/Containers
• UX & UI Design
• Machine Learning Applications
• Usability Testing
• Data Analytics & Visualization
• 5411 – Cross-industry AI platform for
clients seeking to utilize AI without
knowledge of how to combine core
AI components (Launched 2019)
• LIMS – Medical school student
information system that collects
assessment data to predict future
performance.
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5. “By far, the greatest danger of Artificial Intelligence is
that people conclude too early that they understand
it.”
- Eliezer Yudkowsky, Machine Intelligence Research Institute
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6. Market Insights
By the end of 2020, “customer digital assistants”
will recognize customers by face and voice across
channels and partners. (Gartner)
85%
6B
The global chatbot market is expected to grow
exponentially from $1.2B in 2018 to $5.6B in
2023. (Reuters)
is the most-widely used AI technology in their
business. (Narrative Science)
32%
40%
44%
of executives say voice recognition
managed without a human by 2020. (Gartner)
of customer interactions will be
for support by 2020. (Gartner)
connected devices will proactively ask
intelligence’s most important benefit is
“automated communications that provide data
that can be used to make decisions.” (Narrative
Science)
of executives believe artificial
managed by smart agents by 2020. (Gartner)
of mobile interactions will be
Including chatbots as an integral part of your technology strategy can help to meet customer needs across
platforms and futureproof your business
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27%
in the U.S. in 2018 would purchase basic goods
via chatbot (Drift)
of adult customers surveyed

7. ChatBots In The News
Facebook briefly blocks Netanyahu chatbot on election day
JERUSALEM (Reuters) - Israeli Prime Minister Benjamin Netanyahu lashed out at
Facebook on Tuesday after the social network blocked a “chatbot” from his right-wing
Likud party’s account for violating election day rules.
Taylor Swift threatened to sue Microsoft over its racist chatbot Tay
(The Guardian) According to Microsoft’s president, the singer already had trademark
issues with the company’s US version of the Chinese chatbot XiaoIce, before it was
plugged into Twitter – and became a Nazi.
What teens are asking Roo, Planned Parenthood’s new sex-ed chatbot
(Fast Company) Teens have had nearly a million conversations with the chatbot,
which answers burning questions about bodies, sex and relationships.
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8. Chatbots in Action – How’s Watson Doing?
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He’s…still Learning…
“Outside of corporate headquarters, however, IBM has discovered that its powerful technology is no match for the
messy reality of today’s health care system. And in trying to apply Watson to cancer treatment, one of medicine’s
biggest challenges, IBM encountered a fundamental mismatch between the way machines learn and the way
doctors work.” IEEE Spectrum
Artificial intelligence does not always translate
• In 2011, Watson impressed the world with
Jeopardy win
• IBM made claims that Watson would
revolutionize medicine
• Over 50 partnership announcements have
yielded very little success
• By 2018, Watson described as ”overhyped”
• Made headlines for offering potentially
dangerous medical advice to hypothetical
patient
Source: Wall Street Journal; Futurism.com, IEEE Spectrum,

9. Chatbots in Action – Meet Erica
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• Bank of America Digital Assistant with ~7M users to date
• Post-launch (June 2018), Erica had 1M users in 3 months
• Fast response times with multiples was to communicate and succinct
answers
• Capable of understanding 200K variations of questions at launch;
500K variations after 1 year
• Easy to use search functions used heavily by customers
• Offers insights and financial advice as of November 2018
Source: American Banker; The Financial Brand

10. 66% of consumers prioritize 24/7
service2
On average, companies take 10 hours
to respond to consumer messages1
31% of customers cannot get answers
to simple questions with traditional
support1
27% of consumers can’t find their
services on company websites1
ChatBot Impact - Customers
Chatbots present an opportunity to grow customer satisfaction and even revenue
Ecommerce customers spend more when interacting with chatbots4
Chatbot interactions are, on average, 4+ minutes shorter than customer support interactions3
Organizations can connect chatbots directly to existing tools & applications
Customer retention rates, satisfaction scores, and consumer demand accessible using built-in data analytics
Chatbots are available anywhere, anytime, on any platform
CustomerChallenges
ChatBot Benefits
10[1] State of Chatbots Report by Drift, SurveyMonkey Audience, Salesforce & myclever; [2] CMO by Adobe; (3) Juniper Research; (4) Chatbots Life

11. Chatbot Impact – Business Operations
IT
• Receives chatbot data
• Generates productivity
reports
• Documents process
improvements
Employee
• Spends 30% of day on
repetitive activities
• Worried about managing
schedule & day-to-day
duties
• Minimal time for value-
add tasks
Chatbot
• Finds way to streamline &
standardize repetitive tasks
• Completes requested tasks 2x
faster than employee
• Suggests additional activities to
assist with
AI Chatbot interactions should provide customized experiences, optimize processes through analytics, and mask robotic
dialogue as much as possible.
Management
• Receives information to
drive operational
efficiency & business
improvements
• Assigns employee value-
add tasks
Productivity
Opportunities
Take over
repetitive tasks
with improved
speed
Act as a Virtual
Personal
Assistant
Improve Training
Effectiveness
Integrate
Learning Into
Workflow
Example
Increase
Information
Availability &
Accessibility
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12. The Evolution Of Chatbots
Primitive chatbots: scripted responses for a small set of keywords, unnatural interaction, poor
flexibility, common perception of a chatbot
Basic chatbots: Parse through basic dialogue, still give scripted responses once key words were
found in conversation
Advanced chatbots: can now maintain previous conversations and understand both language and
gestures for user interaction
AI Chatbots: Interactions with chatbots can occur with natural dialogue: chatbots not only direct,
but also suggest and optimize responses
Thanks to AI, chatbots are evolving from basic support to personalized assistance
The Turing Test: Chatbot theory emerges1950
Today+
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1950
Source: Chatbot Magazine

13. The Evolution Of Chatbots
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Advances in chatbot technology have accelerated tremendously over the last decade
Source: Smartsheet

14. The Future Of ChatBots – Our Take
• Today’s chatbots do some of what you want…but not all
• Marketing noise oversells the ease of custom chatbot development
• The customer is always right…and today many still want a live person
You can’t have it
all…today
Sometimes bigger
is better…
If you want it your
way…
• Data is king, giving large companies with lots of data to train a huge advantage
• “Doing chatbots right” means investments…both time and money
• Chatbot-in-a-box solutions are expensive and lack true customization
• Modern technology services companies will lead the way for development of true
custom-built solutions …in a few years
While we think it is true that:
• AI will continue to push chatbots to be increasingly indistinguishable from humans
• Chatbots will manage many of the mundane tasks we do today
• Companies that adopt AI chatbots will see increased productivity and customer satisfaction
We also believe:
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15. Deploying Chatbots In Your Organization
Complete Integration
Your chatbot should
communicate with all
the software your
company uses,
proprietary or not
Machine Learning (ML)
Backend
ML’s Natural Language
Processing (NLP) learns
from user interaction to
provide consistent,
reliable service
Robust Design /
Integration
Platform-Agnostic
Deployment
Regardless of what stack
you use, your chatbot will
be deployed and run
smoothly on any platform
Powerful Management
Interface
You should be able to
access your chatbot and
view service status
anytime, all the time
The highest quality chatbots are platform-agnostic, integrate machine learning, and follow these 4 paradigms:
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16. Natural Language Processing
Apple Cherry Bananas Grapes
Supervised
big, red
Unsupervised
small, red big, green small, green
Greetings
Greetings
Response Response
Request to
buy boots
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Chatbots can leverage and be trained on your chat logs, call logs and knowledge articles

17. Integrating Chatbots
Workplace Services
User Platforms
Management
Interface
External
Chatbot APIs
Data
Analytics
External APIs
Deployment Platforms
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Today, organizations have a variety of Chatbot integration options and models to choose from

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Platform agnostics chatbots are flexible, scalable, and “easily” integrated into existing infrastructure…
Why Platform Agnostic Chatbots?

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…and composing your chatbot components with APIs helps maintains that flexibility and adaptability
Chatbot Components & Data Flow
Source: Gartner; Note: The definition of conversation flow varies between NLP technologies. Some NLP services, (e.g., Google, Gialogflow, IBM Watson) include flow definition. Ohters (Microsoft LUIS) do not
• Channel integration: connect chatbot to the channel(s) you are supporting
• Chatbot controller: manage chatbot interaction logic & context
• Intent extraction: convert user input to a structure controller can process. Commonly uses NLP to
extract elements (e.g., intent, sentiment, entities) from customer messages
• State & context management: allow
chatbot to respond to sequence of
turns & relate requests to each other
• Intent fulfillment: process user
requests
• Response generation: create
response messages based on content
from processed intent check
• Conversation management: maintain
& update conversational content to
improve intent matching & overall
interaction quality
• Application services: provide the
business capabilities & data
supporting the conversation
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20. Dashboard
API Health Checks
Instantly identify what
services are running
or stopped at a glance
for troubleshooting
Advanced Logistics
Gain insights on
demand using data
tracking and
automated data
science algorithms
Sentiment Analysis
See what customers
are saying using
language processing
tools or view frequent
user issues
Visualization Tools
Utilize simple, elegant
interfaces to assist
you in understanding
your data
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Chatbots automatically collect and structure analytics data into a standard, easy-to-use format
Source: TechCrunch

21. Contact Us
info@Cocolevio.com | (512) 222-5730
1800 E. 4th Street, Unit 123 Austin, TX 78702
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