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Conversational AI and
Virtual Assistants
Integrations
Wednesday, 8 March 2023
Community Meetup ā€“ Chapter ā€œZĆ¼richā€
2
ROMAN TOBLER
CEO @ Routinuum
UiPath MVP and Zurich RPA Community Chapter Leader
Author of Excelblog.ch (mainly in German)
LinkedIn Routinuum Excelblog.ch
3
CORNELIU NICULITE
Presales Director (EMEA) @ DRUID AI
6 years of RPA experience (5 years at UiPath)
LinkedIn DRUID AI
4
Poll and Your Expectations (also Q&A)
https://app.sli.do/event/qx9HkHS56336uhmsBytV8h/live/polls
Please note: Link may become
inactive after the event.
5
ā€¢ What is ā€œConversational AIā€ and why do we need
Chatbots (Virtual Agents);
ā€¢ Deep-Dive to a DRUID-UiPath Integration via an
Accounts Payable Use Case;
ā€¢ Guided start of an UiPath Bot;
ā€¢ Discussion, Q&A
Agenda
6
What is Conversational AI
What is ā€œConversational AIā€ and why do we need Chatbots (Virtual Agents)?
7
Some Definitions
Chatbot Conversational AI Virtual assistant
Answer questions Yes Yes Yes
Understand human
language
Maybe Yes Yes
Understand context
and extract entities
Yes Yes
Interact with other
Systems
Yes
Interact with RPA Yes
8
Multi-Channel Experience:
The same Conversation Flows
can be deployed to multiple
channels, as different channels
are relevant for a business.
Why do we need Chatbots and Virtual Agents?
High demand for
availability (24/7 support
and assistance)
A vast history of
communications to build upon:
Identify patterns to automate
especially, but not only, standard
conversation flows (varying
content/intent)
MS TEAMS WEB Chat
WHATSAPP VIBER
TELEGRAM WEBEX
SLACK
ZENDESK
FACEBOOK
GOOGLE
HANGOUTS
PHONE
Quality improvements via
standardization and increased
efficiency (reduced response times)
Interface and enrichment for
conversation, to interact and go
through longer running workflow
ā€“ and add powerful functionalities
(i.e. ā€œattendedā€ and/or ā€œunattendedā€
automation)
9
ā€¢ Google Trends ā€“ ā€œChatbotā€ ā€“ Worldwide ā€“ last 12 Months
ā€¢ Google Trends ā€“ ā€œConversational AIā€ ā€“ Worldwide ā€“ last 12 Months
Chatbots and Conversational AI
A Trending Topic
Source: https://trends.google.com/trends/explore?q=Chatbot
Source: https://trends.google.com/trends/explore?q=Conversational%20AI
10
Limitations (in the Enterprise World):
ā€¢ Business Requests;
ā€¢ Data Privacy and Security
Compliance;
ā€¢ High requirements for hardware and
infrastructure (on-premise);
ā€¢ Shortcomings of consistency, logical
and factual inaccuracies (traceability
of data sets and training models?).
Conversational AI and Generative AI
ChatGPT: Generative artificial intelligence (AI) built on a large language model (LLM)
called GPT (Generative Pre-trained Transformer).
ā€¢ Built by OpenAI, a San Francisco-
headquartered AI research lab. Elon
Musksā€™ vision for the company is ā€œto
empower as many people as possible to
have AI.ā€ - source.
ā€¢ ChatGPT is capable of understanding
natural human language and generating
thoughtful human-like prose after being
fed a prompt. With 175 billion parameters
ā€¢ GPT-3 is one of the most powerful
language processing models ever
created, and it has the potential to
revolutionise many aspects of our lives,
from language translation to personal
assistants to chatbots. ā€“ source
ā€¢ For R&D OpenAI LP received a US$1
billion investment from Microsoft. - source
We are convinced that the challenges ChatGPT
displays are available only for the time being. In the
near future, they will be addressed.
DRUID will work in symbiosis with ChatGPT. For a
conversational AI solution to be effective for
businesses and provide high ROI, these bots need
to perform an action. ChatGPT cannot do that alone.
11
Analysts on Ā«Conversational AIĀ»
Competitive Landscape
8.2
$BILLION
CONVERSATIONAL AI
PLATFORM MARKET IN 2022
The global conversational AI
market size is expected to reach
$ 41.39 billion by 2030 and is
expected to expand at a CAGR
of 23.6% from 2022 to 2030
NLU
Natural
language
under-
standing
MAIN
INVESTMENTS
NLP
Natural
language
processing
DIALOGUE
MANAGEMET
CONTINOUS
IMPROVEMENT
ANALYTICS
VOICE
TESTING
Spending on cognitive and
AI systems reached $77.6B
in 2022, more than double the
$35.8B forecast for 2021, having a
CAGR of 30.5% for the forecasted
period 2017-2022.
(IDC Worldwide Semiannual Cognitive
Artificial Intelligence Systems Spending
Guide, 2021)
By 2025, 95% of customer interactions will be managed through conversational AI (Gartner).
12
60
Languages
Input via multiple channels
Multi-Channel Experience:
The same Conversation Flows can be deployed to
multiple channels, as different channels are
relevant for a business.
MS TEAMS WEB Chat
WHATSAPP VIBER
TELEGRAM WEBEX
SLACK
ZENDESK
FACEBOOK
GOOGLE
HANGOUTS
PHONE
13
FAQ
chatbots
AI Virtual
Assistants
TIME AND MARKET DISPERSION
TOTAL
VALUE
DELIVERED
MS TEAMS AUDIO WHATSAPP VIBER TELEGRAM WEBEX MESSENGER SLACK ZENDESK
WEB
MEGABOT
DRUID
DATA
SERVICE
OPEN A
NEW
TICKET
REQUEST
CUSTOMER
360
SUBMIT
TRAVEL
EXPENSE
REQUEST
PASSWORD
UPDATE
REQUEST A
LEAVE
Conversational AI Technology
BRIDGING THE GAP between employees and their systems
ADD A LAYER OF INTELLIGENCE to the enterprise
A FRONTEND TO DIGITAL OPERATIONS
14
DRUID Platform and UiPath Integrations
Deep-Dive to a DRUID-UiPath Integration via an Accounts Payable Use Case
15
Conversational AI and RPA
ā€¢ Add voice to your robots
ā€¢ Trigger your existing processes on
demand via chat
ā€¢ Create a familiar input layer for your
RPA processes
ā€¢ Bridge the gap in the business
processes using chat
ā€¢ Provide real insight in the minds of the
users via conversation history
16
Conversational AI and Generative AI
EXTERNAL
Data
Storage
Long Running
Workflows
AI Service
Core
Approval WF
KYC
Files
Leads
File
Storage
Integrations
LIVE CHAT
INTERNAL
Our Mission :
We power the operational
efficiency of companies with self
learning robots through linking
back-end and front-end application
that allow professionals to have an
intelligent conversation with their
existing technologies.
ADD A CONVERSATIONAL AI LAYER to the enterprise
17
Only 30% of RPA processes are used. RPA bots do not receive a
reminder and employees forget how to trigger them
RPA without DRUID RPA with DRUID
Only 3% of organizations
have scaled their digital
workforce.(Deloitte Global
RPA Survey)
Size of automation estate
ORG size: 1000 ā€“ 1000+ employees
According to a ā€œBlueprintā€ study, on average, companies
had 120 automated processes currently in production.
The top 10 percent of respondents reported having
more than 251 automations in their estates.*
Use the process
Identify a process/task to be automated
Record the steps of the process
Configure the software to
mimic human actions
Test and Deploy
RPA
Monitor and maintain the solution
Test and Deploy integrated system
Monitor and improve the conversational flows
Boost customer satisfaction and ROI
Identify automated interactions
for DRUID Conversational AI
Create and train conversation
flows with DRUID AI
Integrate Conversational AI with RPA
With DRUID you can trigger
RPA processes
conversationally
RPA
RPA
Source: https://www.blueprintsys.com/blog/blueprint-publishes-report-assessing-state-robotic-process-automation
18
Probably the fastest way to operate unattended robots.
KickStart UiPath processes and get updates from RPA
processes in real-time.
Add Items to queue
Start Attended Process Start Unattended Process
Letā€™s Explore Further
Live Demonstration
20
Within the DRUID Platform, the
following Architecture and Hierarchy
is important to understand the
structure.
ā€¢ Create a Bot
ā€¢ Create or import a solution
ā€¢ Add Conversation Flows,
Integrations and more to your
solution.
From Bot to Flow
Tenant
Bot
Solution
Flows,
integrations, entities
21
ā€¢ What are solutions?
Importing solutions from the ā€˜SolutionLibraryā€™
22
DEMO DRUID
Discussion, Questions
& Remarks
24
ā€¢ DRUID Blog - Will Generative AI and ChatGPT Take Over Human Creativity?
https://www.druidai.com/blog/chatgpt-to-take-over-human-creativity
ā€¢ Elon Musksā€™ vision for the company is ā€œto empower as many people as possible to
have AI.ā€
https://www.csmonitor.com/Technology/2015/1214/Open-AI-Effort-to-democratize-
artificial-intelligence-research
ā€¢ ChatGPT: Everything you need to know about OpenAI's GPT-3 tool
https://www.sciencefocus.com/future-technology/gpt-3/
ā€¢ 2019: Microsoft invests USD 1 Billion in OpenAI - multiyear partnership
https://techcrunch.com/2019/07/22/microsoft-invests-1-billion-in-openai-in-new-
multiyear-partnership/
ā€¢ 2023: Microsoft and OpenAI extend partnership
https://blogs.microsoft.com/blog/2023/01/23/microsoftandopenaiextendpartnership/
ā€¢ Blueprintsys ā€“ State of RPA
https://www.blueprintsys.com/blog/blueprint-publishes-report-assessing-state-
robotic-process-automation
Appendix: Some links and sources that
were shared

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Conversational AI and Chatbot Integrations

  • 1. Conversational AI and Virtual Assistants Integrations Wednesday, 8 March 2023 Community Meetup ā€“ Chapter ā€œZĆ¼richā€
  • 2. 2 ROMAN TOBLER CEO @ Routinuum UiPath MVP and Zurich RPA Community Chapter Leader Author of Excelblog.ch (mainly in German) LinkedIn Routinuum Excelblog.ch
  • 3. 3 CORNELIU NICULITE Presales Director (EMEA) @ DRUID AI 6 years of RPA experience (5 years at UiPath) LinkedIn DRUID AI
  • 4. 4 Poll and Your Expectations (also Q&A) https://app.sli.do/event/qx9HkHS56336uhmsBytV8h/live/polls Please note: Link may become inactive after the event.
  • 5. 5 ā€¢ What is ā€œConversational AIā€ and why do we need Chatbots (Virtual Agents); ā€¢ Deep-Dive to a DRUID-UiPath Integration via an Accounts Payable Use Case; ā€¢ Guided start of an UiPath Bot; ā€¢ Discussion, Q&A Agenda
  • 6. 6 What is Conversational AI What is ā€œConversational AIā€ and why do we need Chatbots (Virtual Agents)?
  • 7. 7 Some Definitions Chatbot Conversational AI Virtual assistant Answer questions Yes Yes Yes Understand human language Maybe Yes Yes Understand context and extract entities Yes Yes Interact with other Systems Yes Interact with RPA Yes
  • 8. 8 Multi-Channel Experience: The same Conversation Flows can be deployed to multiple channels, as different channels are relevant for a business. Why do we need Chatbots and Virtual Agents? High demand for availability (24/7 support and assistance) A vast history of communications to build upon: Identify patterns to automate especially, but not only, standard conversation flows (varying content/intent) MS TEAMS WEB Chat WHATSAPP VIBER TELEGRAM WEBEX SLACK ZENDESK FACEBOOK GOOGLE HANGOUTS PHONE Quality improvements via standardization and increased efficiency (reduced response times) Interface and enrichment for conversation, to interact and go through longer running workflow ā€“ and add powerful functionalities (i.e. ā€œattendedā€ and/or ā€œunattendedā€ automation)
  • 9. 9 ā€¢ Google Trends ā€“ ā€œChatbotā€ ā€“ Worldwide ā€“ last 12 Months ā€¢ Google Trends ā€“ ā€œConversational AIā€ ā€“ Worldwide ā€“ last 12 Months Chatbots and Conversational AI A Trending Topic Source: https://trends.google.com/trends/explore?q=Chatbot Source: https://trends.google.com/trends/explore?q=Conversational%20AI
  • 10. 10 Limitations (in the Enterprise World): ā€¢ Business Requests; ā€¢ Data Privacy and Security Compliance; ā€¢ High requirements for hardware and infrastructure (on-premise); ā€¢ Shortcomings of consistency, logical and factual inaccuracies (traceability of data sets and training models?). Conversational AI and Generative AI ChatGPT: Generative artificial intelligence (AI) built on a large language model (LLM) called GPT (Generative Pre-trained Transformer). ā€¢ Built by OpenAI, a San Francisco- headquartered AI research lab. Elon Musksā€™ vision for the company is ā€œto empower as many people as possible to have AI.ā€ - source. ā€¢ ChatGPT is capable of understanding natural human language and generating thoughtful human-like prose after being fed a prompt. With 175 billion parameters ā€¢ GPT-3 is one of the most powerful language processing models ever created, and it has the potential to revolutionise many aspects of our lives, from language translation to personal assistants to chatbots. ā€“ source ā€¢ For R&D OpenAI LP received a US$1 billion investment from Microsoft. - source We are convinced that the challenges ChatGPT displays are available only for the time being. In the near future, they will be addressed. DRUID will work in symbiosis with ChatGPT. For a conversational AI solution to be effective for businesses and provide high ROI, these bots need to perform an action. ChatGPT cannot do that alone.
  • 11. 11 Analysts on Ā«Conversational AIĀ» Competitive Landscape 8.2 $BILLION CONVERSATIONAL AI PLATFORM MARKET IN 2022 The global conversational AI market size is expected to reach $ 41.39 billion by 2030 and is expected to expand at a CAGR of 23.6% from 2022 to 2030 NLU Natural language under- standing MAIN INVESTMENTS NLP Natural language processing DIALOGUE MANAGEMET CONTINOUS IMPROVEMENT ANALYTICS VOICE TESTING Spending on cognitive and AI systems reached $77.6B in 2022, more than double the $35.8B forecast for 2021, having a CAGR of 30.5% for the forecasted period 2017-2022. (IDC Worldwide Semiannual Cognitive Artificial Intelligence Systems Spending Guide, 2021) By 2025, 95% of customer interactions will be managed through conversational AI (Gartner).
  • 12. 12 60 Languages Input via multiple channels Multi-Channel Experience: The same Conversation Flows can be deployed to multiple channels, as different channels are relevant for a business. MS TEAMS WEB Chat WHATSAPP VIBER TELEGRAM WEBEX SLACK ZENDESK FACEBOOK GOOGLE HANGOUTS PHONE
  • 13. 13 FAQ chatbots AI Virtual Assistants TIME AND MARKET DISPERSION TOTAL VALUE DELIVERED MS TEAMS AUDIO WHATSAPP VIBER TELEGRAM WEBEX MESSENGER SLACK ZENDESK WEB MEGABOT DRUID DATA SERVICE OPEN A NEW TICKET REQUEST CUSTOMER 360 SUBMIT TRAVEL EXPENSE REQUEST PASSWORD UPDATE REQUEST A LEAVE Conversational AI Technology BRIDGING THE GAP between employees and their systems ADD A LAYER OF INTELLIGENCE to the enterprise A FRONTEND TO DIGITAL OPERATIONS
  • 14. 14 DRUID Platform and UiPath Integrations Deep-Dive to a DRUID-UiPath Integration via an Accounts Payable Use Case
  • 15. 15 Conversational AI and RPA ā€¢ Add voice to your robots ā€¢ Trigger your existing processes on demand via chat ā€¢ Create a familiar input layer for your RPA processes ā€¢ Bridge the gap in the business processes using chat ā€¢ Provide real insight in the minds of the users via conversation history
  • 16. 16 Conversational AI and Generative AI EXTERNAL Data Storage Long Running Workflows AI Service Core Approval WF KYC Files Leads File Storage Integrations LIVE CHAT INTERNAL Our Mission : We power the operational efficiency of companies with self learning robots through linking back-end and front-end application that allow professionals to have an intelligent conversation with their existing technologies. ADD A CONVERSATIONAL AI LAYER to the enterprise
  • 17. 17 Only 30% of RPA processes are used. RPA bots do not receive a reminder and employees forget how to trigger them RPA without DRUID RPA with DRUID Only 3% of organizations have scaled their digital workforce.(Deloitte Global RPA Survey) Size of automation estate ORG size: 1000 ā€“ 1000+ employees According to a ā€œBlueprintā€ study, on average, companies had 120 automated processes currently in production. The top 10 percent of respondents reported having more than 251 automations in their estates.* Use the process Identify a process/task to be automated Record the steps of the process Configure the software to mimic human actions Test and Deploy RPA Monitor and maintain the solution Test and Deploy integrated system Monitor and improve the conversational flows Boost customer satisfaction and ROI Identify automated interactions for DRUID Conversational AI Create and train conversation flows with DRUID AI Integrate Conversational AI with RPA With DRUID you can trigger RPA processes conversationally RPA RPA Source: https://www.blueprintsys.com/blog/blueprint-publishes-report-assessing-state-robotic-process-automation
  • 18. 18 Probably the fastest way to operate unattended robots. KickStart UiPath processes and get updates from RPA processes in real-time. Add Items to queue Start Attended Process Start Unattended Process
  • 20. 20 Within the DRUID Platform, the following Architecture and Hierarchy is important to understand the structure. ā€¢ Create a Bot ā€¢ Create or import a solution ā€¢ Add Conversation Flows, Integrations and more to your solution. From Bot to Flow Tenant Bot Solution Flows, integrations, entities
  • 21. 21 ā€¢ What are solutions? Importing solutions from the ā€˜SolutionLibraryā€™
  • 24. 24 ā€¢ DRUID Blog - Will Generative AI and ChatGPT Take Over Human Creativity? https://www.druidai.com/blog/chatgpt-to-take-over-human-creativity ā€¢ Elon Musksā€™ vision for the company is ā€œto empower as many people as possible to have AI.ā€ https://www.csmonitor.com/Technology/2015/1214/Open-AI-Effort-to-democratize- artificial-intelligence-research ā€¢ ChatGPT: Everything you need to know about OpenAI's GPT-3 tool https://www.sciencefocus.com/future-technology/gpt-3/ ā€¢ 2019: Microsoft invests USD 1 Billion in OpenAI - multiyear partnership https://techcrunch.com/2019/07/22/microsoft-invests-1-billion-in-openai-in-new- multiyear-partnership/ ā€¢ 2023: Microsoft and OpenAI extend partnership https://blogs.microsoft.com/blog/2023/01/23/microsoftandopenaiextendpartnership/ ā€¢ Blueprintsys ā€“ State of RPA https://www.blueprintsys.com/blog/blueprint-publishes-report-assessing-state- robotic-process-automation Appendix: Some links and sources that were shared