Zalak Patel

Zalak Patel

Enterprise solution manager - AI practice

Softweb Solutions

Bhavin Anavadiya

Bhavin Anavadiya

AI Consultant,

Softweb Solutions

Roshan Parmar

Roshan Parmar

Lead Architect - AI/ChatBot,

Softweb Solutions Inc.

About Webinar

In the past few years, there has been a lot of buzz about chatbots. In the beginning, we had rule-based bots that were only capable of answering questions based on some rules that it is trained on. However, with rapid advances taking place in parallel in the field of artificial intelligence; chatbots are becoming smarter. We now have AI-chatbots that can fetch relevant information from various systems and present them to the user on their own! This is helping companies deliver personalized information to their customers.

In this webinar, we will be talking about why 2019 is the year that you should start investing in cognitive bots. The key reason is delivering a better customer experience. This is true no matter which industry you work in. An intelligent bot is the best way to deliver an outstanding user experience to your consumers. We will also cover how to address challenges faced by companies in building AI chatbots and in getting a good ROI out of them.


  • Cognitive bots and their importance
  • Use cases of cognitive bots and how they are addressing CX challenges of enterprises
  • How Cognitive bots will be a major driving factor to improve CX for 2019
  • Value addition of Cognitive bots for existing systems
  • Live demo
  • Q&A session

Questions & Answers

The following are the answers to the questions that were asked during the live webinar.

Question 1: Do you think the apps and the bots will coexist? If yes, in what context do you see them coexisting?

Answer 1: Absolutely yes, we are living in the era of a multimodal computing environment. In fact, we have deployed multiple bots on top of existing mobile applications for some of the industry leaders so chatbots and apps are going to co-exist.

Question 2: Can we deploy a chatbot over WhatsApp?

Answer 2: Well yes & no both as WhatsApp has started to provide integration access under their enterprise version which is still in beta phase and it will remain so for the next few months.

In short, WhatsApp will decide which companies can access the beta program on on-on-one basis. This is how gradually more and more companies will be accepted for this program.

So in order to entertain your customer on WhatsApp you must apply for “WhatsApp for Enterprise” beta program & upon getting approval you will get an API to integrate your chatbot on WhatsApp.

Question 3: How will emotion analysis and search cognitive service enhance CX?

Answer 3: We understand that offering a great customer experience at a low cost is the prime goal for any business offering customer service. With cognitive technology like emotion analysis, enterprises can identify customers’ mood and preferences to offer a more personalized user experience. Similarly, search cognitive service can recommend customers in finding their preferred product and services effortlessly. There are many other cognitive solutions that can be helpful to organizations in improving their overall customer experience.

Question 4: Can a cognitive chatbot understand and communicate in various languages?

Answer 4: We understand the enterprises need for a chatbot that has the multilingual capability in today’s business market. Hence we can develop a cognitive chatbot using language translation services to remove communication barriers. Also, we can build an intelligent bot using text-to-speech and speech-to-text technologies customized as per specific terminology as well as language.

Question 5: How is chatbot data and user privacy protected?

Answer 5: Chatbots offers businesses massive potential for customer service, marketing, and sales. And we completely understand that it is inevitable for businesses to address any security vulnerabilities by using powerful technologies. We make use of technologies such as Two Factor Authentication (2FA), behavior analytics, biometrics and Artificial Intelligence (AI) to secure chatbots and the data that it handles. These latest technologies address the issues of authentication and encryption that affect chatbots and data privacy.

Question 6: Is it possible to transform my existing chatbot into an intelligent bot?

Answer 6: Yes absolutely, we can convert your existing simple chatbot into a cognitive–enabled chatbot by conducting a 360-degree assessment and gap analysis program first in which we will assess your existing application and determine ways to make it more intelligent and suitable to your business model. After that, we will infuse the diverse potential of cognitive services into your chatbot to add intelligence to make your application more human-like to interact with.

Question 7: How long does it typically take from conceptualization to delivery of a chatbot (please give a ballpark figure)?

Answer 7: Generally, it takes approximately 4 weeks to create a simple AI-enabled chatbot from scratch. However, if you are looking for a custom solution considering a specific use case, functionality, channel integration, conversational UI/ UX design, extensive NLP integration, and more, then the cost of developing chatbots and time-frame would vary accordingly.