This document summarizes a webinar about how chatbots are transforming enterprises. The speaker, Aaron Wojton, is a consultant at Techedge Group with expertise in programming, Python, and SAP HANA. The webinar discusses how conversational AI platforms are becoming a major new computing paradigm and how chatbots are being adopted by many businesses and seeing increasing usage. Examples of enterprise chatbot use cases include retail, sales, customer service, and HR/travel/recruiting. The webinar then reviews the process of implementing an enterprise chatbot through design, development, training, and go-live phases.

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How Chatbots are Transforming
Enterprises
Webinar
Aaron Wojton
September 25, 2018

4. www.techedgegroup.com
About the Speaker
Aaron Wojton
Consultant
Aaron is a consultant at Techedge Group skilled in
Object-Oriented Programming (OOP), Python, and SAP HANA.
He is passionate about bringing artificial intelligence to
enterprises to increase efficiency and drive better
engagement with employees and customers.
https://www.linkedin.com/in/amwojton/
aaron.wojton@techedgegroup.com

5. The paradigm shift
“There is a big, disruptive platform paradigm shift coming now: Conversational AI Platforms (CAPs)
CAPs will be likely the strongest instigator of investments that exploit AI for a decade or more. This
encompasses more than chatbots, virtual assistants and messaging-based applications: the
emergence of CAPs will stimulate significant growth in the exploitation of AI in general.” 1
By 2020, the average person will have more conversation with chatbots than with their spouse 1
1
https://www.gartner.com/doc/3463317/conversational-ai-shake-technical-business
Mainframe
1960
1970
Minicomputer
PCs
1980
2000
Internet
Cloud
2002
2010
Mobile
IoT
2014
Today
Artificial
Intelligence

6. Adoption Levels
80% of businesses will have chatbots by
2020 — Forrester
300k+ chatbots are already available in
Facebook messenger (this number is constantly
increasing)
47% of consumers would buy something from a
chatbot according to HubSpot (2017)
$8 billion are the expected business costs
chatbots will cut by 2022 — Juniper Research
© Copyright pngtree.com

7. Enterprise Chatbot Scenarios
Retail
Engage customers with real-time advice from
personal shopper and advocate. Request
status and receive alerts, purchase in a simple,
message based engagement.
Sales
Manage leads, contacts, opportunities, get
statuses, answer questions, and perform other
time-consuming administrative sales tasks.
Enterprise Application
Routine tasks and cross-application workflows
activities. Functional and technical tasks such
as: reset SAP password, checking materials, job
status, workflows and many other functional
actions.
HR, Travel & Recruiting
Request documentation, PTO balance, update
personal information. Update employee time
report or submit travel expenses. Candidate
pre-screening and new employee onboarding.
Customer Service
Submitting tickets for inquiries and requests
with smart handoff. Search in knowledge base
for known issues (FAQ). Self-service
authentication management.
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8. Chatbot Platforms

9. Implementing a Chatbot
OPPORTUNITIES TO SEIZE
REDUCE SUPPORT COSTS ENABLING BOTS TO
PERFORM REPETITIVE IT HELP DESK TASKS
PROMPTLY REACT TO DISRUPTION OF YOUR ASSETS
WITH IOT DEVICE CONTROL
INCREASE SPEED AND QUALITY OF CUSTOMER
SUPPORT WITH SELF-SERVICE BOTS
REFOCUS YOUR VALUABLE TALENT ON CREATING
BUSINESS VALUE
IMPLEMENT BOTS WITH LACK OF HUMAN ESCALATION
PROTOCOL
LEVERAGE A PLATFORM WHICH DOESN’T SUPPORT
ENTERPRISE SECURITY REQUIREMENTS
SELECT A CHATBOT PLATFORM DISCONNECTED FROM
EXISTING ECOSYSTEM
DON’T CONSIDER USER TRAINING AS BIG COMPONENT
OF CHANGE MANAGEMENT
PITFALLS TO AVOID

10. Example Architecture
Natural Language
understanding
Natural Language
Generation
IntegrationsChatbotFrontend
Bot builder, NLP, Dialog Management,
Machine Learning, SecurityChannel User Interface Rest API, External DB

11. Dialogflow agent example
© Copyright dialogflow.com

12. Dialogflow User interfaces
One-click integration Manual integration

13. Approach to Enterprise Chatbot
03
01
02
DESIGN
CAPTURE REQUIREMENTS IN CONVERSATIONAL
MAP – WEEK 1-2
GO-LIVE
LAUNCH BOT AND ONGOING
REFINING
DEVELOPMENT
CONFIGURE PLATFORM AND INTEGRATIONS, DEFINE
INTENTS AND TEST API CONNECTIVITY – WEEK 2-5
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04
TRAINING
TRAIN BOT, TEST USE CASES
AND PERFORM UAT - WEEK 5-8

14. Chatbots in action
IOT INTEGRATION
• CONTROL AND MONITOR IOT DEVICES ON
SAP CLOUD PLATFORM
• RECEIVE ALERTS FROM IOT DEVICES AND
SUBMIT INCIDENT IN SERVICENOW
CUSTOMER SERVICE
• ISSUE MANAGEMENT: SUBMIT, UPDATE
AND CLOSE INCIDENTS AND SERVICE
REQUESTS
• INTELLIGENT SEARCH: PROVIDING
CONTEXTUALLY RELEVANT INFORMATION
FROM A KNOWLEDGE BASE
ENTERPRISE APPLICATION
• SELF-SERVICE PASSWORD RESET FOR
ERP AND S/4
• INVENTORY AND MATERIAL
MANAGEMENT

15. 15
LIVE DEMO

16. Questions?

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