REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI

REVOLUTIONIZE
CUSTOMER INTERACTIONS
WITH CONVERSATIONAL AI
How industry leaders are leveraging AI to improve
efficiencies, cut down costs and boost revenue

ABOUT THE MANAGEMENT
Pranay Jain
CEO & Co-Founder, Enterprise Bot
As the CEO of Enterprise Bot, Pranay Jain
is responsible for running all facets of the
business.
He has years of experience in handling
Leadership positions in AI, Information
Technology and Real Estate industry, and
driving sales growth.
He is highly skilled in Negotiation,
Business Planning, Corporate Finance,
Strategic Planning, and Business
Development.
Ravina Mutha is the co-founder and CMO
at Enterprise Bot. She is responsible for
every aspects of the company’s marketing
efforts, including customer research,
strategy formation, and communications.
She is a passionate entrepreneur &
charismatic leader transforming the space
of customer service for businesses with
Conversational AI solutions.
She has been featured earlier in Forbes 60
Women-Led Startups for winning
Startupbootcamp Fintech London contest.
Sandeep Jayasankar, chief technology
officer of Enterprise Bot, leads all
technology initiatives in within the
organization to meet company’s
product-oriented goals.
He is an experienced entrepreneur,
hands-on technologist, product
management consultant and AI technocrat
with a decade of experience in diverse
industries including FMCG, IT Services,
Analytics and Start-ups.
Ravina Mutha
CMO & Co-Founder, Enterprise Bot
Sandeep Jayasankar
CTO & Co-Founder, Enterprise Bot
2 / REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI / Enterprise Bot Copyright © 2020. All rights reserved

CONTENTS
1. Introduction 4
5
6
7
8
9
10
11
12
2. What to Expect?
3. Leveraging AI-Powered Automation
4. Identifying the Gaps in the Process
6. 7 Key Challenges Customers Faced
While Contacting Support Channels
7. Outdated Systems Hurt Employee
Productivity
8. Providing Right Support to Agents
9. Why Conversational AI?
5. The Current Problems with
Customer Support
13
10. Global Conversational AI Market Growth:
Industry Wise
11. Is the Investment Really Worth?
12. Enterprise Bot Assets
13. AI Bots: Does it Mean Interactions will Lack
Human touch?
12.1 Chatbot
12.2 Emailbot
14. Our Case Studies
15. Conclusion
16. Endnotes
14.1 AI Conversational Interace Streamlines Claim Processing for Customers
14.1 Digital Assistants are Simplifying the Booking Process for Travellers
12.3 Voicebot
14
16
20
21
17
18
19
22
23
24
25
17. About Enterprise Bot 26

INTRODUCTION
Today, the way a business interacts with its customers is more critical to its success than the quality or the price of its products and services. We increasingly
encounter instances when a customer has had to search through a website looking for answers, only to land up on information irrelevant and non-specific to
their unique query.
Chat icons rarely prove more helpful. Often, the live agent or the chatbot cannot refer to a novel question in their pre-programmed FAQ-database and proceed to
solve the problem with insufficient knowledge at-hand. The 1-800 numbers hardly provide any solution when annoying IVR requests take another fifteen minutes
only to finally route the customer to an agent who has no clue about their interaction history and requires them to begin with their problem all over again.
is lost every year due to
poor customer service1
.
$75 Bn of customers expressed
their willingness to switch
brands due to poor
responses received
from support
teams.
67%
of consumers said they
received wrong answers
from customer service
representatives in
the past2
.
44%

4 / REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI
With this whitepaper, we aim to help global
enterprises recognize the power of
cutting-edge conversational AI solutions in
transforming their customer experience.
The next-gen digital assistant will solve real
business problems with greater ease and
efficiency without losing the human touch.
WHAT TO EXPECT?

AI-powered automation capabilities will offload repetitive manual tasks from agents so
that they can concentrate on resolving complex queries. The customer support team will
be able to leverage historical customer data in real-time to send personalized responses.
This will not only increase throughput but also will optimize processes for speed,
scalability, and cost-efficiency. The frontline employees face business across its
numerous touch points spanning chat, email, and voice.
The CX team has the power to drive new revenue from cross-selling and up-selling,
boost customer satisfaction, and improve customer retention. If empowered with
the right resources, it can make or break a business. And so, it is paramount for
enterprises across industries, scale, and geographies, to readily adopt
Conversational AI technologies that can positively transform the way they interact
with their customers.
The traditional levers of customer support have been capable of taking us only so far. Today’s contact centers need
intelligent collaborative technology, smart tools, and inherently scalable resources to keep up with burgeoning
customer demand and integrate different channels to provide 24/7 seamless support, with consistent quality
and agility, across digital and voice.
LEVERAGING AI-POWERED AUTOMATION

IDENTIFYING THE GAPS IN THE PROCESS
33%
of customers get
most frustrated when
they are put on hold
for long4
.
70%
of customers believe it takes
too long to reach a live agent3
.
62%
of customers discuss their
bad experiences with others5
.
52%
of customers hang up calls
before resolution to their
issue is resolved6
.
49%
of customer issues
only resolve following
a single interaction.
79%
of consumers feel ignored
when they share their
feedback on poor customer
experience7
.

THE CURRENT PROBLEMS WITH
CUSTOMER SUPPORT
Lengthy waiting times have long posed as unwieldy knots in
customer service communications.
In most cases, support agents do not have convenient access to
critical information and are unable to respond promptly or
accurately.
Aside from meandering conversations that rarely culminate in
customer satisfaction or happiness, merely reaching a business for
support can be hard work for many. Most companies have online
forms, non-response email addresses, or telephone numbers that
are hard to get through on.

THE CURRENT PROBLEMS WITH CUSTOMER SUPPORT
Lengthy waiting times have long posed as unwieldy knots
in customer service communications.
In most cases, support agents do not have convenient
access to critical information and are unable to respond
promptly or accurately.
Aside from meandering conversations that rarely
culminate in customer satisfaction or happiness, merely
reaching a business for support can be hard work for
many. Most companies have online forms, non-response
email addresses, or telephone numbers that are hard to
get through on.
CUSTOMER SUPPORT
My Frequent Flyer Number is LH1236699999. Can you
please link it to my Zurich-Singapore-Zurich itinerary?
Yes, sure. Please give me a few minutes.
Please bear with me while I locate your booking.
Shall I put you on hold for 2 minutes?
Did you say your number was LH1236699999, Sir?
*2 minutes later*
*5 minutes, 20 screens, and a dozen of computer programs later*
Hello! Are you able to link it?
Ummm...sure.
Huh???

7 CUSTOMER CHALLENGES WITH CONTACT SUPPORT
Information received is incorrect or of
poor quality owing to a lack of
knowledge or insight into the
customer journey
Professional Incompetence
The customer has had to speak with
an unfriendly agent who lacks
empathy
Quality of Communication
A personal concern or requirement is
not addressed appropriately, and the
customer feels unacknowledged or
ignored
Lack of Customer Focus
The agent is not able to anticipate
individual desires and recommend
suitable products
Lack of Personalization
No customer service representative is
available on the helpline
Poor Accessibility
The customer has had to explain their
problem all over again when
contacting via a different channel
Lack of Seamless Support
The customer has had to speak with
an unfriendly agent who lacks
empathy
Lack of Specialized Treatment
1 5
6
7
2
3
4

41%
Closing the issue
33%
Figuring out the nature of enquiry
25%
Looking for personalised customer
information on database
1%
Others
Not sure 3%
OUTDATED SYSTEMS HURT EMPLOYEE PRODUCTIVITY
It is not just the customer who faces the hardship of communicating to customer service agents with stretched resolution cycles due to inefficiency, but also the
live agents themselves who manage the front desk.
While on a call or chat with a customer, they have to navigate through multiple applications to find the correct information to assist the customer with. This drains
plenty of time leading to inefficiency, low productivity and most importantly, customer dissatisfaction.
Figure 1: Key areas customer service agents invest most of their time while resolving customer enquiries
The support representatives often find their day-to-day work filled with challenges due to
Lack of essential resources and tools
Insufficient knowledge database, and
Friction-strained workflows.

PROVIDING RIGHT SUPPORT TO AGENTS
A single, unified, elegant, and easy-to-use AI application will simplify
an agent's job, eliminating the need for learning and navigating
through multiple applications.
To be able to provide truly exceptional customer service, it is critical that agents are
empowered enough to be capable of tracking down essential customer information in real
time, as speedily as possible, minimizing the need to toggle between hundreds of
applications. Implementing right technology applications will help the frontline team
understand the customer better and enable them to efficiently resolve customer issues in the
lowest time possible. For instance, if a caller wants to cancel a flight, the agent should
immediately pull up relevant documents to refer and help the customer in the least
possible time.
An AI-powered digital assistant will help agents dedicate their focus on
customers and use unique skills to strengthen customer-business relationships,
which results in a big uptick in enhancing customer satisfaction.
The collaborative AI tools will also enable agents to get a comprehensive view of
customers' journeys in real-time. This contextual information comprising customers'
schedules from past interactions and their current activity across channels will equip
agents with unprecedented insights into customer sentiments. It will not only help in
boosting personalized experiences but also in enhancing customer retention.

WHY CONVERSATIONAL AI?
Conversational AI is becoming the consumer's preferred application for personalized communications. Across sectors, more and more consumers
are using conversational interfaces equipped with Natural Language Processing (NLP) and Robotic Process Automation (RPA).
NLP-powered AI-based tools understand the customer’s words and intentions in their language. It also leverages accurate metrics analytics to assess if the
system’s response helped to resolve an issue effectively or not. It also employs feedback-powered machine learning algorithms to continually adapt and improve
the quality of future interactions.
74%
of consumers utilize conversational
assistants for researching, enquiring,
or purchasing products8
.
7 OUT OF 8
customers find conversational AI easy, advanced,
and faster than other contact methods.
6 OUT OF 8
customers reported that digital assistants solved their
issues without following up on other service channels.

GLOBAL CONVERSATIONAL AI MARKET GROWTH:
INDUSTRY-WISE
The Conversational AI market size will grow
from AUD 6 billion in 2019 to AUD 22.6
billion by 2024, at a CAGR of 30.2%, during
2019-20249
.
Media & Communication
Retail
Consumer goods
Manufacturing
Healthcare & Life sciences
Financial Services
10
“State of service”, Salesforce Research, March 2019
Figure 2: Adoption of Conversational AI is Growing Across Industries
29%
26%
22%
22%
18%
16%
38%
30%
31%
40%
28%
40%
Financial Services 41% 32%
78%
projected growth rate
Technology 39% 42%
106%
142%
105%
183%
173%
163%
187%
Currently use Plan to use within 18 months

Thanks to the advancement of technology, digital interaction is possible now. AI-powered bots are getting more sophisticated over time, making them an integral
part of running operations seamlessly. Conversational AI is now at the center of driving excellent customer engagement, saving time and money, and improving
operational efficiency.
Economic Value of AI for Businesses:
52%
30%
Reduction in Cost
Each Interaction
Reduction in Cost
Operational Spend
>90%
2.5X
Cost Savings
Increase in Throughput
IS THE INVESTMENT
REALLY WORTH?

Organizations can improve their NPS initiating
communications with digital assistants for a
consistent quality of service.
INCREASE IN NET
PROMOTER SCORE (NPS)
01
Organizations can deliver personalized experiences with
conversational AI that build relationships with their
customers.
GROWTH IN CUSTOMER SATISFACTION
04
Organizations can significantly increase their
conversion rates when using Conversational AI
in sales process.
BOOST IN SALES
CONVERSION RATES
02
Organizations can slash the cost by oﬀloading
repetitive customer queries from agents and
speeding up the process.
RISE IN COST-EFFICIENCY
03

ENTERPRISE BOT ASSETS

Our AI chatbots are enabled with advanced Natural Language Processing capabilities that make them proficient at understanding the users’ unique requests and
sentiments in their preferred language.
SOLUTION
1. CHATBOT
CONTEXT
80%
AUTOMATION OF
CUSTOMER QUERIES 25%
INCREASE IN LEADS
AND SALES 15%
IMPROVEMENT
IN CLIENT SATISFACTION

ERA, powered by NLP and ML algorithms, understands the customer's language and intent with precision, automates email triage, and sends in instant responses
with a high degree of accuracy.
SOLUTION
2. EMAILBOT
CONTEXT
85%
ACCURACY IN UNDERSTANDING,
ROUTING, AND RESPONDING
TO EMAILS
75%
IMPROVEMENT IN
COST EFFICIENCY 90%
REDUCTION IN RESPONSE TIME
USING AUTOMATED SMART
ROUTING

Powered by NLP, AI-driven voice bots engage with customers, understand their request, deduce their intent, gather rich contextual details, and reciprocate
appropriately in their language.
Understands user needs and
responds
SOLUTION
3. VOICEBOT
CONTEXT
Understands and records
sentiment
Provides detailed analytics
Automatically answers your
customer queries
Transfers calls to respective
agents

AI BOTS: DOES IT MEAN INTERACTIONS WILL
LACK HUMAN TOUCH?
Automating the interactions with AI does not, in any case, imply losing the human touch. The interactions assisted by AI are very much sophisticated and hold
empathy at the center of customer experience. At any point in time, the AI can let a human agent get involved to troubleshoot and resolve problems in case the
customer does not want to talk to a bot or the bot is unable to provide a fulfilling experience to the customer.
AI will help unify the fragmented digital and analogue worlds across messaging, chat, and voice in realtime and create an integrated, dynamic customer and agent
experience.
Key Metrics to Achieve the Most of Your Customer Service
SPEED FLEXIBILITY SCALABILITY
PERSONALIZATION DECISION MAKING

OUR CASE STUDIES

AI CONVERSATIONAL INTERFACE
STREAMLINES CLAIM PROCESSING
FOR CUSTOMERS
The Swiss insurance major, Generali, gets a large number of emails in multiple languages and
for multiple departments every day. The company was struggling with manual email triage.
The outdated process led to slow response rates and surging costs.
Our automation solution proved a pivotal step in their
digital transformation and helped smoothen their
customer journey. The bot was able to process incoming
email with a language parser, understand the language
and context, dispatch it to the right mailbox, and send
instant, personalized responses to customers.
Business Challenge
RESULTS
We recognized this problem early on. We understood what the organization needed was
robust and collaborative technology that could empower their contact center teams and make
their customers happy at the same time. So we stepped in to help Generali manage its
peak-time traffic better with an AIpowered, advanced Email Response Automation engine.
Our ERA engine powered by Natural Language Processing deployed a multilingual email bot
that understood and spoke excellent German, French, Italian, and English. It enabled
automated email triage for the Swiss company.
Our Approach
Seconds in triaging email
to the right department
>85%
of accurate automated
responses sent to customers
Reduction in the need for L1
support Business Challenge
>40%
<2

DIGITAL ASSISTANTS ARE
SIMPLIFYING THE BOOKING
PROCESS FOR TRAVELLERS
The London railway giant, LNER, that assists its customers with travel-related information on
departures and arrivals, delay in repaying, ticket changes, seat reservations, and more, was
facing problems with their customer support. They were a bit crunched on capacity. Their
resources could serve only a limited number of customers at a singular point in time that had
them missing out on opportunities. Also, their time in addressing each concern turned out to
be a significant bottleneck in their operational effectiveness.
We provided them with a quick and cost-effective solution
by integrating a channel-agnostic, AI-powered,
English-speaking chatbot with their core system.
Business Challenge
RESULTS
We designed a friendly conversational bot that will give instant replies; the customers will be
able to find the cheapest tickets, upgrade to first class, or reserve or refund their tickets, with
little hassle and in minimal time. Our mission was solving major consumer pain points and
made travelling for Londoners a lot more fun.
Our Approach
24/7
Seamless customer support
without extra contact center
operation cost
80%
of personalized automated
responses sent to customer
queries
Increase in customer
satisfaction
15%

CONCLUSION
Businesses are showcasing their leadership as innovative solution providers today. But in
order to create an agile system they need to be ready to adopt modern and pioneering
technologies. It is essential to be in line with current market trends and the shift in how
enterprises work and perform.
We believe that AI is the key to creating personalized, seamless, and more meaningful
customer experiences across all channels with evolving customer expectations.
Investing in conversational AI should form a core part of business strategy to empower
customers with instant responses and provide support agents with deeper insights into
making better decisions and driving truly purpose-led, differentiated experiences.
24/ REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI / Enterprise Bot Copyright © 2020. All rights reserved

ENDNOTES GET IN TOUCH WITH US
3
https://ww2.glance.net/2014/10/10-stunning-customer-experience-facts/
2
https://www.nextiva.com/blog/customer-service-statistics.htm l#:~:text=44%25%20of%
20consumers%20say%20they,service%20representative%20in%20the%20past.
¹ https://www.forbes.com/sites/shephyken/2018/05/17/businesses-lose-75-
billion-due-to-poor-customer-service/?sh=157ad2d516f9
4
https://blog.hubspot.com/sales/live-chat-go-to-market-flaw
5
https://www.salesforce.com/research/customer-expectations/
6
https://www.ibm.com/downloads/cas/GQDGPZJE
7
https://www.salesforce.com/blog/customer-service-stats/#:~:text=
79%25%20of%20consumers%20who%20used,response%20(Nielsen%2DMcKinsey).
8
https://www.capgemini.com/wp-content/uploads/2019/09/Report-%E2%80%93-
Conversational-Interfaces_Web-Final.pdf
9
https://www2.deloitte.com/content/dam/Deloitte/au/Documents/strategy/
au-deloitte-conversational-ai.pdf
10
https://www.salesforce.com/blog/customer-service-trends/
Enterprise Bot
www.enterprisebot.ai
Enterprise Bot
Enterprise Bot
contact@enterprisebot.ai
Enterprise Bot

ABOUT ENTERPRISE BOT
Our mission, as an AI-centric startup, is to transform the way businesses interact with their
customers. We want to help enterprises empower their customer support teams and scale
their customer interactions and sales with cutting-edge and channel-agnostic automation
across chat, email, and voice. Our cost-effective Conversational AI tools and in-depth domain
knowledge and expertise have helped clients across Europe and the UK, across industries
spanning insurance, finance, transportation, and more.
Our enterprise-ready products come with in-built integrations, customizable UI,
pre-trained industry datasets, and multilingual NLP. All these features work in tandem to
boost operational efficiencies, reduce resource effort on basic client queries, cut down
cost, and enable high accuracy and record time-to-market.

REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AI

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