How chatbots enhance customer engagement and customer communication Jay Shah, Partner at &How Intelligence, Data & Artificial Intelligence Specialist 1) Introduction Brief introduction of &How Intelligence Current market situation Market is changing rapidly in real-time, tectonic shifts happening in the world How COVID-19 has helped to fuel the usage for chatbot technology The technology ranges from ‘text chatbot’ to ‘virtual assistant’, with ‘virtual assistant’ being the core functionality that &How and UIB sell 2) Chatbots: a game-changer for telecom companies Why chatbots are gaining popularity in the telecommunications industry Telecoms typically have a large user base and this means that they receive a high volume of user requests daily and chatbots provide almost immediate responses On top of that, today’s consumers expect a higher quality of services and more responsive service providers, especially when it comes to mobile and internet connections How chatbots humanize the telecommunications industry Enhance the customer experience Reduce operational costs Boost sales through cross-selling and promotion Improve company’s productivity A case example of du, a UAE telecommunications service provider with approximately 9 million customers 3) More thoughts on the future of chatbots and what the future looks like Technology is constantly changing and evolving, with new technologies generating new opportunities for businesses Chatbots are not just great for the telecommunications industry but also for the wider usage for companies/businesses and even for day-to-day chores More companies are becoming more customer-centric. Hence, in a time where COVID-19 is an accelerator for chatbot technology, it would be crucial to put into place governance frameworks to mitigate the risks of chatbots (such as inconsistent responses, or not giving accurate enough answers) whilst maximizing the benefits that they bring to the table.

1. How chatbots enhance customer
engagement and communication

2. Market situation is changing rapidly
Developments
in AI and NLP
Chatbot
technology
maturing
Covid-19
Rise in demand
for intelligent
customer
engagement
Demand Supply

3. Chatbots: a game-changer for businesses
Repetitive
nature of
enquiries
Increased call
volume
Communication
with other
departments
24/7 flowing
queries
Network of
interactive voice
response (IVR)
options

4. Chatbots are the future of communication
Intelligent: advanced software that learns from past interactions, and improves over time
with increased interactions
Effective: - ability to resolve enquiries quickly and efficiently through a channel that is easily
scalable
- reduces operational costs
- improves customer service team’s productivity
Engaging: enhances the customer experience through personalized two way conversations
that make the customers feel they are speaking to a real human being

5. Interconnecting IoT to Create Conversations
● Hospitality
○ Room Service
○ F&B Management
○ Security
○ In Room Device Management
● Manufacturing
○ Inventory Management
○ Safety
○ Logistics
● Commercial Offices
○ Security
○ Facilities Management
○ HR
● Hospitals
○ Safety
○ Emergency Response
○ Patient Communication

6. Technology Build-up & APIs
● Natural Language Processing
● Sentiment Analysis
● Visual Recognition Engines
● Accounting Systems
● Customer Service
● Marketing Messaging System
● Facilities Management
● Security Management

7. Customer Success Story
Client ➔ Global Connected Technology Leader
Channel ➔ WhatsApp
Objectives ➔ Resolve Building Issues Faster with Fewer People
Strategy ➔ Create a Facilities Management Chatbot Group
➔ Allow All Building Tenants to Report Issues Via WhatsApp
Use Case ➔ Scan QR Code
➔ Tenant Messages Image and/or Text to Report Issue
➔ Team Resolves Issue and Replies to Tenant
Results / Impact ➔ Increased Transparency of Facilities Management Operations
➔ Increased Number of Building Issues Resolved (and Issues Resolved
Faster!)
➔ Increased Productivity of Facilities Management Team Members
➔ Increased Building Team, Tenant, and Management Satisfaction

8. Customer Success Story
Client ➔ Telecom Operator
Channel ➔ WhatsApp and Facebook Messenger
Objectives ➔ Make Customer Service Fast, Easy, and Scalable
➔ Reduce Call Centre and Retail Store Workload
Strategy ➔ Provide Customers with a Superior, Differentiated Experience
➔ Reach Customers on the Channels They Use Most
Use Case ➔ Create a Cognitive Assistant/Chatbot, “Blu”
➔ Instantly Answer the Most Frequently Asked Questions in Arabic
and English
➔ Leverage Insights from Conversational Data and Analytics
Results / Impact ➔ 80% of Customers Chose to Resolve Their Queries Via WhatsApp
➔ >50% of Customer Inquiries Were Resolved via Blu
➔ 50,000 Customer Conversations took place via Blu in the First 180
Days

9. Customer Success Story

10. What the future looks like…
New technology driving new
business opportunities
Wider usage for chatbot
technology in all other
industries with COVID-19
as an accelerator
Governance frameworks to
be implemented to mitigate
Chatbot risks

11. &How Intelligence
Artificial Intelligence & Machine
Learning
Monetisation and Modernisation
Cloud & Cyber Security Services Marketing & Customer Engagement