Guide to Design a Chatbot Conversation

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Maruti Techlabs is a leading enterprise software development services provider in India. We are a team of passionate, purpose-led individuals that obsess over creating innovative solutions to address our client's challenges and deliver unparalleled value.

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Read this Ebook to learn more about What is Conversational UI?, What are the Chatbot Conversation Essentials? and How should your Chatbot speak to Humans?

Guide to Design a Chatbot Conversation - Maruti Techlabs

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li><span style="font-family:Raleway, sans-serif;font-size:16px;">The client is a leading KPO providing outsourced assistance in domains like Finance, Accounting, HR, Insurance etc.</span></li><li><span style="font-family:Raleway, sans-serif;font-size:16px;">Dashboard reports were limited to what the client would show to the customers. As a result, for any custom report needed, clients would have to either email it to the support team or wait on long queues on the phone until an executive got in touch with them.</span></li><li><span style="font-family:Raleway, sans-serif;font-size:16px;">The high TAT was resulting in a poor customer experience.</span></li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs built an AI based finance chatbot would be available to the users within their dashboards.</li><li>The users could type out any&nbsp;query pertaining to their finances, and the intelligent AI-solution would fetch the relevant response from the database.</li><li>This helped reduce the daily inflow of tickets at the customer support center.</li><li>The chatbot saved 9,375 man hours, thereby reducing significant expenses in customer service.</li></ul>

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Finance Chatbot for a leading KPO saves 9375 Hours

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>The customer was a UK based CTRM vendor (Central Telephone Reservations Management) dedicated to the hospitality industry, handling more than 800,000 reservations &amp; delivers service to the finest restaurants in the UK.</li><li>The existing business model was entirely people-centric as it required a lot of highly skilled manpower. This proved to be a bottleneck in scaling the business operations especially during peak hours and holidays with high call volume which could not be addressed.</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs proposed an AI-based chatbot solution which would assist users in the following</li></ul><ol style="list-style-type:decimal;"><li><strong>Checking Availability</strong></li><li><strong>Make a Reservation</strong></li><li><strong>Modify a Reservation</strong></li><li><strong>Cancel Reservation</strong></li><li><strong>Confirm a Reservation</strong></li></ol><ul><li>The bot solution was integrated with multiple booking engines so that it could make reservations for all restaurants using different booking engines.</li><li>Number of bookings after implementing bot had risen by 45% in the first quarter.</li></ul>

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Restaurant Chatbot helps Increase Bookings by 45%

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>The client is is a US-based modern car trading platform that connects buyers with sellers.</li><li>Buyer-Seller coordination for scheduling car pickup was a major operational challenge.</li><li>Reducing number of pickups every quarter due to existing systems, portals, processes and manpower challenges led to poor bottom line.</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>We implemented and designed an interactive chatbot that&nbsp;coordinates between sellers and buyers for smooth pickup of cars by taking automated follow-ups with buyers (in case if the car is not picked-up) and sellers (if no activity is found within 36 hours of listing their car).</li><li>Updates or changes in schedule&nbsp;would be quickly relayed to buyers and sellers by the chatbot, effectively reducing the involvement of support team.</li><li>This reduced support tickets by 66% and led to annual cost savings of $2.5 million.</li></ul>

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Scheduling Chatbot helps an Automotive Company save $2.5M annually

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>The client is US based company involved in instant selling and purchasing of vehicles.</li><li>The customer was having another bot for buyer and seller coordination.</li><li>There were instances were both buyers &amp; sellers were using the long responses, not matching with bot’s existing knowledge base.</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs developed a bot solution where the conversations would be passed to a trained human agent at certain instances.</li><li>Using the Slack app, the agent would be provided in the context of the chat and replying with appropriate instances.</li><li>This way, the bot is able to understand what kind of responses are to be given to the user and keeps the conversation flowing.</li></ul>

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SMS & Slack Chatbot powered by AI

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>The client required an Artificial intelligence solution to disintermediate the process between vehicle buyers/seller and the platform.</li><li>Reducing waiting time for the customer and thus improving customer satisfaction</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs designed a solution using a Chatbot.</li><li>In the first month of implementation, chatbot dispatched 9793 initial offers and client observed 5.5% increase in the initial offers generated.</li></ul>

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AI based SMS-Bot processes 9,150 claims in 1 year

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>Our client a US based company providing an online platform to its users for searching and buying used automobile parts quickly and easily</li><li>The client required a scalable solution for better search performance of their e-commerce platform.</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>We proposed our client to re-implement the searches using Elasticsearch to handle big data and improve the search performance</li><li>Implementing Elasticsearch improved their search engine’s query response time by 6x</li></ul>

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Switching from RDBMS to Elasticsearch helps an online platform achieve 6X faster query time

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>Artificial Intelligence solution for simplifying the process between vehicle buyers/ sellers and the platform</li><li>Issues in Documentation verification of the vehicles is automated by Bot communicating with the sellers</li><li>Saving time of Human Agents by automating the follow-up process</li><li>Automating the notifications about the progress</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs designed Artificial Intelligence and Bot Solution for automating tasks for the client.</li><li>With the help of Bot solution, the client was able to save time with less human- involvement and increase customer satisfaction.</li></ul>

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Car trading platform deploys process automation bot & increases operational efficiency by 60%

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>The client wanted a Business Intelligence solution to consolidate business data from various sources which help in taking informed decisions.</li><li>Determine the critical KPIs for the business leaders where they can see all the information on a single Dashboard</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs designed a 6-Step implementation approach to adopt the BI solution for the client.</li><li>Using Domo, the client was able to integrate various data sources to a single platform and visualize actionable data for decision making.</li></ul>

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Deploying a BI Strategy using DOMO helps client track, measure & visualize critical KPIs

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>Our client, a US-based database marketing agency was looking for a cloud-based business directory for sales lists having 20 million records</li><li>They were in need of the solution that should be distributable on Salesforce AppExchange</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>Maruti Techlabs team designed a solution for our client with a range of search options, Salesforce import features and payment integration.</li><li>The newly developed system architecture was able to bypass the governor limits and improve system response overall.</li></ul>

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Developing a Salesforce AppExchange business directory helps client scale sales & marketing

<h3 style="margin-left:0px;"><strong>Business Needs</strong></h3><ul><li>The client’s required a solution to integrate finance with core business to reduce monthly financial processing time</li><li>The solution should also provide real-time reporting of the financial transaction</li></ul><h3 style="margin-left:0px;"><strong>Solution and Benefits</strong></h3><ul><li>We integrated FinancialForce with existing Salesforce CRM</li><li>The solution reduced the processing time, provided real-time reporting and improved decision making</li><li>It resulted in the cost saving of ​ 47.45%​ and increase in invoice processing productivity by 87.5%</li></ul>

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Guide to Design a Chatbot Conversation

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