conversational interfaces...add the smarts to your chatbot provide a more compelling user experience...
TRANSCRIPT
Conversational Interfaces How Chatbots Are Transforming Customer Interaction
Sumit Kapoor & Anurag Gupta
Co-founders, Zorang
©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 2
Introduction
Sumit Kapoor
[email protected], Twitter: @kapoor_sumit
Anurag Gupta
[email protected], Twitter: @anuraggupt
Zorang (www.zorang.com, @zoranginc)
● Company HQ in the San Francisco Bay Area
● Focusing on Intelligent Solutions for Content and eCommerce
● Mid-size to fortune 500 customers
● Partners IBM, SAP, Salesforce, Bloomreach, ContentStack
● AI, Integration, ECM, eCommerce
©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 3
R2D2 is Adorable
But C3PO has something to do with it
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Web Search - Much debated UX
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1995
Evolution of eCommerce Interfaces
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©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 7
Chatbot Examples
©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 8
The NorthFace Interface
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Decision Tree
AI/ML
Natural Language
Processor
Growth of Chatbots tied to NLP Evolution
Metadata/KB
Analytics
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Decision Tree vs AI Driven Chatbots
Decision Tree
● Faster/Cheaper
● Controlled/Consistent
● Secure
AI Driven
● Flexible
● Adaptable
● Human/Relatable
● Continuously Evolving
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Growth Pangs
● Lot of successful examples
● But many have been pulled or no longer maintained
○ Legal Challenges
○ Customer satisfaction issues
○ AI Model Lacking
○ Missing Metadata
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Chatbot Platforms
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Demos
An eCommerce chatbot
● Integrated with eCom systems such as Salesforce Commerce Cloud and SAP Hybris
● Drive Conversion
NLP Based Auto-categorization, segmentation and auto-tagging of Content
● Add the smarts to your chatbot
● Provide a more compelling user experience
● Always up to date content
● Integrate with CMS, PIM, DAM or eCom systems
Image Recognition and Visual Search Interfaces
● Keep up-to-date product catalogs by enriching products with images using Image Recognition
● Auto find images matching the content
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eCommerce Platform Integrated Chatbot
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Thank You
Sumit Kapoor
[email protected], Twitter: @kapoor_sumit
Anurag Gupta
[email protected], Twitter: @anuraggupt
Zorang Contact
925-391-0073