The webinar discusses leveraging a conversational AI platform to enhance customer support during the COVID-19 pandemic, highlighting the increased demand for digital engagement due to customer inquiries. It outlines a five-day process to deploy a chatbot, focusing on handling repetitive queries while integrating with existing systems. The session emphasizes the importance of compassionate customer service to build brand loyalty in challenging times.

1. WEBINAR: CONVERSATIONAL AI Platform #2
14th APRIL 2020
CHATBOT AT WORK IN JUST 5-DAYS
Optimize Customer Support Function to
Reduce Impact of Peak Customer Queries

2. Unprecedented
Situation
COVID -19
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3. The Situation…..
Copyright © 2020, JK Technosoft. All Rights Reserved. 3Sources: Gartner & Zendesk
• COVID-19 latest reminder that companies need to plan and prepare for
large-scale outbreaks
• Pandemics operational risk that cuts across every department and
location in which the organization operates
• A pandemic can result in a possible staff absenteeism exceeding 40% for
extended and sequential periods
• The emotional state of consumers and businesses adds to the challenge.
• Providing compassionate customer service will likely generate an
outsized increase in positive brand perception and customer loyalty post-
crisis.
• Organizations to engage customers and clients through digital channels
to continue sales and services activities in response to COVID-19
34% Increased Customer
Service Requests
+67%
+58%
+50%
Over Chat 36%
Increase in requests
received via digital
channels in groceries
sectorOn Social Media
Using other messaging apps
Changes in user interactions channels

4. The Need…..Conversational AI Platform
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Human Agent
Business critical requests
that require complex
interpretation &
human intelligence
Virtual AI Chatbot
Repetitive requests that
form the bulk of the traffic
Best Service
- Optimal operational costs
- Highly Scalable
SCALE (Existing)
• 24/7 initiation, Compassionate Tone
• Priorities Urgent use cases & intents
• COVID-19 Public Awareness bots
01 BUILD (Beginners)
• Focus on High-volume & repetitive queries
that matters most
• Explore further uses case
02

5. Chatbot
An Immunity Boost
CUSTOMER
SUPPORT
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6. AI/NLP
MIDDLEWARE &
BUSINESS LOGIC
INTEGRATION
CHANNELS
03
04
01
02
 Intent & Utterances
 Entity & Slots
 Dialog
 Unique for each business case
 Custom Code Development
 CRM
 ERP
 Custom Platforms
 DBs
 Web Chat (available)
 IVR
 Social Media
Live Agent
Microsoft Luis
Conversational AI – Components & Tools
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JKT’s Library of Reusable
Components leads to
reduced time to
deployment
01 | 03 | 04

7. How we are helping…..
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5 * 3 * 8 = 120
DAYS
Discussion to
Deployment
TEAMS
Working across
different Time Zones
HOURS
Daily productive
contribution per
member
24
Round the
Clock
All it takes to have a 24x7
customer support AI champion
HOURS
80%
Reusable
Components

8. Breaking down the 5 days…..
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Prerequisites
- Chatbot Objective & Intended Process
- Backend CRM/ERP/DB integration (APIs Endpoints)
- UI/Channel (Web, Social, IVR, Others)
Day 0 Day 1 Day 2 Day 3 Day 4 Day 5
Process IdentificationStep 1
- Targeted use case
- Integrations
- NLP platform
- Channels
Bot Dev & AI TrainingStep 2
- Conversation Flowchart
- Historical data
- Intents & Entities
- Collate utterances,
- Train the bot
- Integrate CRM/ERP APIs
Deploy & RetrainStep 3
- Deploy
- Test
- Retraining
- Improve

9. How to Build
a Chatbot
Conversational
AI
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10. Chatbot Architecture
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11. Video Demo – Register Complaint
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12. Video Demo – Track Complaint
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13. Video Demo – Order Tracking – Hand-over to Human
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14. Video Demo – Amazon Lex Code Review
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Publish
Build & Test
Validation &
Fulfilment
Create Intents
& Entities

15. Enhancement of Existing Chatbot
15

16. Educating End Customer
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• Embed Chatbot QR Code in marketing materials, order receipts
• Chatbot where your customer are: FB Messenger, Line, WhatsApp, Others
• Share the chatbot Story, customer Feedback, new Features
• Dedicated Chatbot Landing Page
• Demo Interaction Videos

17. End NotesWebinar
April 2020
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18. We discussed…..
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How you can help customer service
teams to leverage the bots
How you can help end customers
understand the benefits
Live Demo: Few use cases, Build
Options
Enhancing your existing
Conversational AI bots
01020304
How can we help?
Predefined intents & Entities
Reusable Bot components
Integration Components
Close to ready UI/Channels
5-days to Go Live
1st Process at no cost

19. Questions?????
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For more details, please email to:
marketing@jktech.com
Praveen Kumar
praveen.kumar@jktech.com
Shankar Kamra
shankar.kamra@jktech.com

20. Thank You
We will be uploading the webinar video shortly
Email: marketing@jktech.com
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