Successful Bot Strategy

for your Business

 Table of Contents
Introduction 1
Overview of Bots 2
Realizing Business Value using Bots 3
Use of Bots in Medical Sector 4
Bot Building Platforms 5
Framework for Identifying Bot Opportunities 6
Which Bot fits your Business? 9
About Maruti Techlabs 10
Introduction
“Bot or Chatbot is a Businesses are racing to
service based on keep up with consumer
predefined rules or demands and technological
artificial intelligence to innovations. The next phase
automate a task and of digitisation often spoils
interact with through a the perfection we have
chat interface.” achieved with previous
phase. Leaving the era of
Mobile Apps behind, we
have Bots combined with
Artificial Intelligence as the
next tool for customer
engagement and market
research.
“Bot or Chatbot is a service
based on predefined rules or
artificial intelligence to
automate a task and
interact with through a chat
interface.”
Chat Bots promise a swifter
and smarter online
experience. Our new virtual
assistants will be ever-ready,
able to listen to our
questions and respond
intelligently. They will
answer our queries, aid our
searches and anticipate our
needs, learning all the time
to refine and improve the
experience on offer. The
promise from developers is
that Chat Bots will
revolutionise online
customer experience.
However, many businesses
may ask; are Chat Bots an
innovation and investment
too far? What should be the
strategy for building a
successful Bot? How to
make the Bot human-like?
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Overview of Bots
Over the years, we have experienced
dramatic changes in how we interact
with computers. Conversation as an
interface is the best way for machines
to interact with us. Siri, Cortana, Alexa
and Google Now have given us a taste
of what it means to directly
communicate our goals and needs to
the machine. And just recently,
Facebook and Microsoft have both
made announcements that they are
pivoting towards conversational
interfaces. Figure 1 Overview of Bots

Based on the business margin cost and platform usability,

present bots can be explained as follows:

1. Search Results Bots 4. Framework based Bots

Bots that replace search on Facebook Bots built using powerful frameworks such
Messenger and WeChat. Introduced to rival as Microsoft Bot Framework. These Bots
Google’s machine learning algorithm handle both freeform and guided
tweaks. interactions.

2. Utility Bots 5. Push Bots

Do discrete tasks for you, e.g. manage your Prompt you to engage in an action. These
calendar (fragmented, low margin — picked bot automate tasks which require
off by messengers, Google). motivation, such as checking news.

3. Customer services Bots 6. Pull Bots

Interact with customers on chat, handle Personalized for both discovery of stuff
basic inquiries and prepare information for across fragmented space and discovery of
agents before they speak to the customer. humans not in your social graph.

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Realizing Business Value
using Bots
Businesses use bots to engage with
customers, online and via social media,
because they're a cost-effective way to
respond instantly to simple queries. As bot
technology improves, they're finding their
way into more use cases where human
judgment and effort have traditionally been
required. Some relevant business use cases
are :
- Enhance and simplify research
- Improve compliance
- Supplement HR Practices
- Assistant Bots to replace multiple apps
- Supplement Medical Diagnosis
- Address complex issues that require
natural language understanding and
response
Range of available Bot solutions can be
classified and explained in terms of
automation and augmentation.
— Terence Summerbell, Producer, Sony Music
Automation:
Automation of routine tasks can improve
overall productivity and performance. In
financial services, for example, many
routine policy decisions—such as
determining whether someone qualifies for
a loan or for insurance benefits—can be
time consuming and technical for humans.
Automated systems can make these
decisions quickly, accurately and
consistently.
Augmentation:
Many other activities can not be performed
using automation, so it is better to think in
terms of augmentation. Augmentation
powered by Artificial Intelligence and
Natural Language Processing, combines
smart humans and smart machines to
achieve an overall better result. Smart
systems (bots) are better than humans at
sifting through gigabytes of data.
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Bots in Medical Sector

• These specialities would use pattern recognition capabilities related to a

particular medical condition.

• Similarly, smart machines are already augmenting the work of surgeons.

• However, many patients in a healthcare setting would be reluctant to

receive diagnosis, prescription and treatment from a machine.

• Thus it would be inappropriate or even impossible to automate that kind

of work—where real-time human analysis of a situation and the application
of judgment are essential.

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Bot Building Platforms

Businesses can build bots from scratch or 2. Microsoft Bot Framework

use comprehensive frameworks aimed to
mass-produce bots. Apart from tech-giants
like Microsoft and Facebook, there are
numerous startups with their own
frameworks and specialized offerings.
Prominent frameworks for building Bots
are:
1. Facebook Bot Engine
Released in April 2016, is based on the
technology of Wit.ai. The platform includes
predefined entities, sentiment analysis and
user-defined entities. It is useful for
independent developers, IoT applications
and simple bots.
Microsoft’s SDK is made up of Bot
connector and LUIS.ai (natural language
understanding component). The integration
component is impressive. It plugs into
GroupMe, Skype, Slack, SMS, Telegram, web
chat, Facebook Messenger, and email. There
is a PaaS option on Azure, just for bots.
3. API.ai
API.ai is another primarily web-based bot
framework. While the general philosophy
with the reliance on entities and intents
appears similar, the integration options are
far more expansive. API.ai bots can be
exported as modules, integrated in
Facebook, Kik, Slack, Alexa, and even
Cortana.

Beware !!!
• Relying heavily on a platform comes with the risk that the
parent company can change terms and conditions.
• Example - Take a look at Facebook’s track record on closing
platforms before relying too heavily on Wit.ai.

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Framework for Identifying
Chatbot Opportunities
As companies consider how best to apply
this new Bot technologies to their business,
they need a way to think about what types
of work can be automated or augmented by
Artificial Intelligence solutions.
For a particular type of work activity,
Artificial Intelligence solutions can be
considered based on two criteria i.e. Work
Complexity and Data Complexity
1. Work Complexity
Work complexity may vary from routine,
predictable and rule-based (clerical work
and
claims processing) to ad hoc and
unpredictable work which require the
application of human judgment such as the
work of research scientists, architects,
financial advisors and consultants.
2. Data Complexity
Data is sometimes quite structured, stable
and low volume—for example, budget data
or sales data. At the other end of that
spectrum, data can be unstructured, volatile
and high-volume—social media, multimedia
data, sensor data etc.

This dual analysis of work complexity and

data complexity results in four primary
types of activity models:

• Efficiency
• Expert
• Effectiveness
• Innovation

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 Figure 2: Framework for identifying Bot opportunities
1. Efficiency
It characterizes more routine activities
based on well-defined rules, procedures and
criteria. The goal here is to provide
consistent, low-cost performance. In these
solutions, bot senses, comprehends and
acts, while the role of humans is to monitor
the accuracy of the solution as well as to
determine how the rules need to evolve as
business conditions change.
2. Expert
Work is more likely to involve judgment and
is highly reliant on individual expertise and
experience—example activities performed by
doctors, lawyers, financial advisors and
engineers. Decision-making and action is
generally taken by humans themselves,
while technology’s (bot) role is to augment
human sensing and decision making —
enabling analysis and offering advice and
implementation support.
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3. Effectiveness
The goal of the effectiveness model is to
improve the overall ability of workers and
companies to produce a particular desired
result. Here the bot acts as personal
assistant on behalf of humans at their
direction; humans use the cognitive tools to
assist in scheduling, communicating,
monitoring and executing activities.
Artificial Intelligence helps workers to be
better at what they do.
Figure 3: Instalocate Chatbot acting as personal travel assistant
4. Innovation
In this model, Artificial Intelligence solutions
enhance creativity and ideation by
humans—for example activities and roles
such as biomedical researchers, fashion
designers, chefs, musicians and
entrepreneurs. Humans make decisions and
act, while bot helps identify alternatives and
optimize recommendations.
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Which Bot fits your
Business - An Example
As explained in the above section, executives
can use the dual analysis and framework to
determine which activity model fulfills their
requirement.
In banking sector the Bot can be used to
perform one or more objectives. For example
Customer service bot can perform both
automation and augmentation (AI driven)
tasks.
Figure 4: Bot opportunities in Banking Sector
Tech support, transactions and compliance
completion are being driven toward greater
efficiency through automation, while seurity
and identity management requires greater
effectiveness through Artificial Intelligence.
For work such as financial advising and
retirement planning, human interaction is
essential; nevertheless such activities can be
aided by expert systems, automating some
tasks and augmenting others.
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About Maruti Techlabs
Maruti Techlabs is a team of software professionals experienced in delivering solutions
related to mobile platforms, cloud systems, web analytics, and application development.
Our primary services include Technology consulting, Big Data Analytics, Bot Development
and Application Development of both Web and Mobile services. We are expert in providing
cloud-based services related to customized Salesforce integration, Twilio integration and
Amazon Web Services(AWS).

We have designed an SMS-Bot solution using Text analytics and Artificial Intelligence for
our client to increase leads turn-out ratio and reduce waiting time for the customer.

www.marutitech.com

References:
1. Conversation as interface: The 5 types of chatbots - http://buff.ly/2b5Uc51
2. AI, Robotics, and the Future of Jobs - http://buff.ly/2b91PGt
3. Turning artificial intelligence into business value, today - http://buff.ly/2bHakv2
4. A Rising Tide Lifts All Bots - http://buff.ly/2b4C5J7

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