2. Introduction
Definition : artificial algorithms that analyses user’s
queries and understand user’s message.
Year Name Function
1966 Eliza Understand pronoun and verbs
1984 Racter Generate English language
1994 Alice Chat using natural language
Name Function
Erica Helps in making smarter banking decision
Coin Analyze legal contract
Eno Manage money through smartphone
3. Motivation
• 2020 customers will manage 85% of their relationships with the enterprise without interacting with
a human (Gartner report)
Behavior
context
habits
Relevant
Content
Timely delivery
4. Business benefits
24/7 face of customer service
Automate fraud prevention processes
Push relevant content to end customer
Strategy personalization
5. Role in Operational Efficiency
Automate data gathering and
eliminate redundancy
Ensure brand consistency
Low replacement cost
No peak times or extra
staffing