Conversational Interfaces...Add the smarts to your chatbot Provide a more compelling user experience...

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

sumit@zorang.com, Twitter: @kapoor_sumit

Anurag Gupta

anurag@zorang.com, 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

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 4

Web Search - Much debated UX

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 5

1995

Evolution of eCommerce Interfaces

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 6

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 7

Chatbot Examples

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 8

The NorthFace Interface

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 9

Decision Tree

AI/ML

Natural Language

Processor

Growth of Chatbots tied to NLP Evolution

Metadata/KB

Analytics

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 10

Decision Tree vs AI Driven Chatbots

Decision Tree

● Faster/Cheaper

● Controlled/Consistent

● Secure

AI Driven

● Flexible

● Adaptable

● Human/Relatable

● Continuously Evolving

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 11

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● But many have been pulled or no longer maintained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

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 12

Chatbot Platforms

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 13

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

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 14

eCommerce Platform Integrated Chatbot

©2019 Zorang, Inc. All Rights Reserved | Confidential & Proprietary 15

Thank You

Sumit Kapoor

sumit@zorang.com, Twitter: @kapoor_sumit

Anurag Gupta

anurag@zorang.com, Twitter: @anuraggupt

Zorang Contact

sales@zorang.com

925-391-0073