Vistage Chatbot

1.972.346.8186 info@impigertech.com impigertech.com.
USA | AFRICA | UAE | INDIA
© 2 0 1 8 I m p i g e r C o n f i d e n t i a l . A l l R i g h t s R e s e©r 2018
v e d Impiger
. Confidential. All Rights Reserved
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© 2018 Impiger Confidential. All Rights Reserved

Who Are We
We believe in staying in the cusp of innovation and at the forefront

of technology that can be applied to solve business problems.
• Latest Technologies
• Highly Successful Implementations
INNOVATION • Problem Solving, Opportunity Enabling Solutions
PARTNER

Impiger Snapshot
What we are today
225+ Clients 13 Years Old 300+ Workforce
300+ Mobile Apps 200+ Web Portals 5 Locations
Mobile , Web & Cloud RPA & AI ITIS & IoT

Agenda
CHALLENGES WITH TRADITIONAL CUSTOMER SERVICE
WHAT IS CHATBOT
HOW DO I IMPLEMENT CHATBOT FOR MY BUSINESS
CHATBOT USE CASES AND EXAMPLES
CHATBOT PLATFORM
SUMMARY
CUSTOMER SERVICE
According to Gartner, Chatbots will power 85% of all customer service interactions by the year 2020.
By 2020, the average person will have more conversations with bots then their spouse!
In 2020, AI becomes a positive net job motivator; creating 2.3M jobs

while only eliminating 1.8M jobs.

Customer Service
When it comes to customer service, nothing trumps People Talking to People!

Customer Service – Connected World

Customer Service
People are emotional, frustrated, angry, etc.

Resource Management Strategy – NOT!

Good Customer Service = High Customer Sat = $$$
• Customer service has always been a crucial

determination of success for any business.
• 91 percent of unsatisfied customers will not

return for a repeat purchase or service.

Challenges Businesses Face Today
• Hard to get and keep the right talent
• Inconsistent and sometimes

outdated information to customers
• Emotional Conflicts
• Long hours, multiple shifts
• High training costs

Immediacy
• Immediacy is one reason why AI

Chatbots are being deployed
• Research by Desk.com, >22% of millennials

expect a response within 10 min.
• It’s not just millennials who expecting instant

answers. All of us have become digital
consumers.

What Your Customers Want Today
Phone 44%
Social Media 48%
eMail 61%
Chat 73%
Source: eDigital’s Customer Service Benchmark Survey

Use of Chat Apps Over the Years

Chatbots Are Becoming Pervasive
76M >30 34,000

• Active WeChat Users
• OEM conversational • Messaging Bots
• 2.5bn Users of devices
• From 0 to 34,000 in less
Messaging Apps
• From just 1 in 2016 then one year
>50% >25 >20%

• Just started using voice • Major chatbot • Speech to Text
& search command in frameworks have translation in the past
the last year launched in the last 18 year
months

Some Common Chatbot Use Cases
IT Services Customer Service Sales/Marketing

• Password/Token reset • Account resolution • Product/Service Info
• Asset management • Status updates • Sales Assistant
• Hardware procurement • Subscription services • Lead Qualification
• Document management • Account upgrades • Quote creation
• Selling
• Network issues • Service Alerts
• Customer Engagement
Human Resources Travel and Expense Accounting

• Onboarding • Purchase orders
• Expense reports
• Training • Vendor payments
• Travel booking
• Time and attendance • Inventory management
• Announcements and
alerts

What is an AI Chatbot?
• A Chatbot is a
computer program that
simulates human
conversation, or chat,
through artificial intelligence.
• Chatbots are typically used

in dialog systems for various
practical purposes including
customer service or
information acquisition.

Customer Service Chatbots
Available All the Time
Scale Up or Down
Always Happy to Serve

Customer Service – BOTS work together with People

Customer Service – BOTS work together with People
Businesses spend $1.3 trillion on 265 billion customer

service calls each year
Chatbots working hand and hand with people can help

businesses save on customer service costs & improve
customer satisfaction
• Speeding up response times

• Freeing up agents for more challenging work
• Answering up to 80% of routine questions
Win - Win
Sampling of Customer Service Chatbot Use cases

Manufacturing – Order Entry, Inquiry, Insurance – Filing a Claim, Policy Status,
Shipping Status Policy coverage questions, Renewals
Healthcare – Appointment Scheduling, re-

Services – Appointment Scheduling,
schedule, cancellations, Office info, Post
Feedback, Reviews
operative care and guidance
Banking - Credit Card Status, Inquiry, Location Restaurants – Ordering, Payment,

Updates, Account Balances, Transactions Reservations, Feedback, Status
Retail - Customer Support, Ordering, Product

Logistics – Delivery Status, Schedule Pickups
Advice & Recommendations

Chatbots Can Fill A Gap

Reduce the friction and improve the customer experience
• Friction of Unavailability
• Always available - 24x7
• Friction of Delayed Responses
• Immediate Responses, AHT minimal
• Friction of Handoffs
• Smart switching, handover to right live agent when required
• Customers demand consistent experience

• Chatbots provide consistency & reliability
• Customers don’t want to get into emotionally charge situations

• No bad days
Message received
from use by text /
voice Using AI the bot understands
the question
Through business decision

logic & state transitions, the Answer the user in a personal
bot decides what to answer. and cool way

Customer Service – BOT Architecture
Etc.

Chatbot Planning Considerations

Start Small,
Start soon
Test and Assist in

Revise Training
Chatbot
Plan for
Vernacular
Support Smooth
Handoffs
. . . and put metrics in place . . .

Chatbot Measurements
You can’t manage what you can’t measure!
Number of Session Duration Click-Through

Users Interaction with Chatbot Rate
Active & Engaged The Confusion Steps of

Users Triggers Conversion

Chatbot - STRATEGY
Identify Understand Human Systems & Network What are the

Use cases Touchpoints Topology Priorities?
Review all customer Understanding the Identify IT Systems in Prioritize based on

touchpoints, customer transition points to place and Integration Severity, Complexity
pain, interview Human, either via IM, points. and ROI.
customer service Email, Phone
team, review online
feedback from
customers

Chatbot - STRATEGY
Build Vs Buy Boxed Vs Unboxed Security & Deployment Success Measurement
Identify High-level Decide on Boxed vs Deployment Metrics, success

Requierments Unboxed conversation infrastructure and criteria
Decide Build vs Buy / support for use cases. planning.
Identify tools to build Security, Governance
OR Select Vendor. and Compliance
requirements


Chatbot Demonstrations - Banking

How Chatbots are helping the Banking Industry

Wells Fargo
Wells Fargo’s Facebook chatbot currently responds to queries about deposit and credit card accounts,
transactions, and branch or ATM locations.
SEB Group
The leading Nordic bank SEB released its IT Service Desk chatbot “Amelia” in August 2016. In Amelia’s
first three weeks, over 4,000 conversations were held with 700 employees and she solved majority of
the issues without delay.

BBVA
The bank’s customers can transfer money through BBVA’s “chatbots” on messaging apps like Facebook
Messenger and Telegram.
Capital One
Capital One Financial designed a chatbot called “Eno” that can interact with the bank’s customers
through text message. It can provide information on customers’ accounts and help them make credit
card payments from their smartphones.

Bank of America
The bank’s digital assistant, Erica, is available inside the bank’s mobile app. Bank of America’s customers
can chat with Erica via voice or text message. The main goal of Erica is to help customers create better
money habits.


Go Beyond Web

Chatbot Demonstrations - Retail

How Chatbots are helping Retailers

EBay Shopbot
It is a personal shopping assistant that does the deal hunting and discovery of products for customers. Its
aim is to help customers find the best deals, whether they are looking for something specific or just browsing
for ideas.
H &M
In early 2016, fashion brand H&M launched a chatbot on messenger app Kik, which allowed customers to
see, share and purchase products in their catalogue
Kip
Kip, a shopping bot for teams, is a very interesting bot in this space. From office supplies to snacks, Kip
handles the complex coordination of getting everyone in the team to add to the group order.
1800 Flowers
1800 Flower’s Facebook bot allows users to send flowers and gifts.
Aerie
American Eagle Outfitters’s lingerie brand, Aerie, developed a bot for the Kik messaging app. Aerie’s bot lets
users to browse products based on mood, lining and push up levels, or through a “this or that” layout.
Whole foods
Whole Food’s chatbot will let customers browsing through the store find products, and then, with a few taps

Go Beyond Web

Chatbot Demonstrations - Healthcare

How Chatbots are helping Healthcare Industries
Medwhat
This chatbot aims to make medical diagnoses faster, easier, and more transparent for both patients and
physicians.
Woebot
Created by a team of Stanford psychologists and AI experts, Woebot uses brief daily chat conversations,
mood tracking, curated videos, and word games to help people manage mental health.
UCLA medical center
Interventional radiologists at the University of California at Los Angeles have created a virtual radiologist that
provides clinical decision support to others using AI and 2000 data points
Health tap
Healthtap is on a mission to make access to health care information and resources easier for everyone, both
individually and in the workplace.


Go Beyond Web


WHAT CAN BE BUILT WITH PRIYA.AI

• Self Service • IT Queries
• Personalized Content • HR
Customer Employee
• FAQ • Project Management
• Service Queries Engagement Engagement • Knowledge Base
• Customer Queries • Recruitment
Chatbot ProcessBot Automation Manage

COMPONENTS OF PRIYA.AI
Bot Platform
Platform

BUILD TO DEPLOYMENT

Use this slide deck to help you

identify a list of candidates
Assign a value of each candidate
by impact to customer service
Pick one. Segment a portion of

your first project for a pilot

Special Offer for

Webinar
Participants
Free
Consulting
Session
Call or Email
972-346-8186,
sales@impigertech.com

THANK YOU
Peter J. Di Stefano
2425 N. Central Expressway, Suite 400

Richardson Texas 75080
972-346-8186
peter.distefano@impigertech.com
© 2 0 1 8 I m p i g e r C o n f i d e n t i a l . A l l R i g h t s R e s e©r 2018
v e dImpiger
. Confidential. All Rights Reserved

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1.972.346.8186 info@impigertech.com impigertech.com.

USA | AFRICA | UAE | INDIA

© 2018 Impiger Confidential. All Rights Reserved

We believe in staying in the cusp of innovation and at the forefront

© 2018 Impiger Confidential. All Rights Reserved

225+ Clients 13 Years Old 300+ Workforce

300+ Mobile Apps 200+ Web Portals 5 Locations

Mobile , Web & Cloud RPA & AI ITIS & IoT

© 2018 Impiger Confidential. All Rights Reserved

CHALLENGES WITH TRADITIONAL CUSTOMER SERVICE

HOW DO I IMPLEMENT CHATBOT FOR MY BUSINESS

CHATBOT USE CASES AND EXAMPLES

In 2020, AI becomes a positive net job motivator; creating 2.3M jobs

© 2018 Impiger Confidential. All Rights Reserved

When it comes to customer service, nothing trumps People Talking to People!

Customer Service – Connected World

© 2018 Impiger Confidential. All Rights Reserved

© 2018 Impiger Confidential. All Rights Reserved

Resource Management Strategy – NOT!

© 2018 Impiger Confidential. All Rights Reserved

Good Customer Service = High Customer Sat = $$$

• Customer service has always been a crucial

• 91 percent of unsatisfied customers will not

© 2018 Impiger Confidential. All Rights Reserved

Challenges Businesses Face Today

• Hard to get and keep the right talent

• Inconsistent and sometimes

• Long hours, multiple shifts

• High training costs

© 2018 Impiger Confidential. All Rights Reserved

• Immediacy is one reason why AI

• Research by Desk.com, >22% of millennials

• It’s not just millennials who expecting instant

© 2018 Impiger Confidential. All Rights Reserved

What Your Customers Want Today

Social Media 48%

© 2018 Impiger Confidential. All Rights Reserved

Use of Chat Apps Over the Years

© 2018 Impiger Confidential. All Rights Reserved

Chatbots Are Becoming Pervasive

76M >30 34,000

>50% >25 >20%

© 2018 Impiger Confidential. All Rights Reserved

Some Common Chatbot Use Cases

IT Services Customer Service Sales/Marketing

Human Resources Travel and Expense Accounting

© 2018 Impiger Confidential. All Rights Reserved

• Chatbots are typically used

© 2018 Impiger Confidential. All Rights Reserved

Customer Service Chatbots

Available All the Time

Always Happy to Serve

© 2018 Impiger Confidential. All Rights Reserved

Customer Service – BOTS work together with People

© 2018 Impiger Confidential. All Rights Reserved

Customer Service – BOTS work together with People

Businesses spend $1.3 trillion on 265 billion customer

Chatbots working hand and hand with people can help

• Speeding up response times

Sampling of Customer Service Chatbot Use cases

Healthcare – Appointment Scheduling, re-

Banking - Credit Card Status, Inquiry, Location Restaurants – Ordering, Payment,

Retail - Customer Support, Ordering, Product

© 2018 Impiger Confidential. All Rights Reserved