TADSummit Innovation Showcase chaired by Michael Lazar, DataArt. Leveraging Omni-channel CRM Chatbots with Skype. Utilizing two-factor authentication, an advanced chat bot for the health-care market which includes voice transcription for compliance.

1. New York USA
London UK
Munich Germany
Zug Switzerland
New York USA
London UK
Munich Germany
Zug Switzerland
TAD Summit 2017
Omni-Channel Bots Demo

2. Technologies
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3. What’s a Virtual Assistants?
Natural Language Processing is one of the major players in the arena of
Artificial Intelligence (AI). It helps machines understand human languages,
extract knowledge from text, or produce human understandable speech.
Virtual Assistants are programs which leverage NLP and can perform tasks
based on the input provided by humans. They can solve real world problems
like answer frequently asked questions, start repetitive tasks, and provide
innovative access points to services offered by brands and businesses.
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4. Points of Contact
• Instant messengers;
• SMS / MMS;
• Voice calls and DTMF menus replacements;
• Embedded into existing smartphones, applications and
websites;
• IoT: smart house devices & smart speakers;
• Wearables: smart watches;
• Car infotainment systems.
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Cost effective compared to traditional SMS / Voice calls;
Rich controls and features compared to SMS / Voice calls;
No need to invest to messaging infrastructure;
Available human resources for more creative and important
tasks.

5. •CRM Assistant Demo

6. CRM Assistant
Ask complex questions using natural language letting the system to figure out what it should do to give
you an answer.
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“How are sales going this month for department A?”
Sum sales records filtered by date between 9/1/2017 and 9/23/2017 department = A

7. CRM Assistant Architecture
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• Multiple communication channels:
voice and text
• Understands natural language
• Rich database queries
• Two-factor authentication (2FA) via
SMS powered by Tyntec
• Integration via web-services
Google Cloud
Dialogflow
Google
Assistant
Skype
Salesforce Cloud
Heroku
Node.JS App
Call
Webhook
Salesforce
CRM
Database
Tintec
2-Factor
Authentication
Service
Gender by Name
Service
gender-api.com
SMS

8. CRM Assistant – Smart Search
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DataArt CRM Digital Assistant uses the Salesforce to track contacts, accounts, etc. Often
salesperson don’t remember a full name of a contact. Digital assistant helps to quickly find relevant
information interacting with the user via texting channels (Skype, Slack etc.).
Assistant constructs an answer in a smart way, avoiding repetition of the information which
salesperson already knows. So if first and last names have been mentioned in the conversation
assistant replaces them with he/she in response, or it might omit company name (if it is already
known).
“How are sales going this month for department A?”
Sum sales records filtered by date between 9/1/2017 and 9/23/2017 department = A

9. CRM Assistant – Keeping Context
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DataArt CRM Digital Assistant can remember the current conversation context. This lets the assistant
to figure out what user wants even if query is not clear enough.
This makes assistant’s behavior similar to human being and relieves salesperson from the necessity
to repeat the same query parameters again and again.
“What’s his phone number?”
contact name = ‘Arthur Clarke’
“Who is Arthur Clarke?”

10. CRM Assistant – Security/Audit
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DataArt CRM Digital Assistant protects sensitive data from unauthorized access.
In addition to applying access rules, assistant uses two-factor authentication to verify that an
individual is permitted to get his/her question answered.
Every performed action is auditable and could be kept in logs for future investigation
“Please tell me OTP verification code I’ve sent to you…”
“Please tell me Arthur Clarke’s mobile number?”
“Sure, here it is: 7890”

11. •Telehealth Transcription Demo

12. Technologies
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13. R&D initiative. Telemedicine App
Story:
Inbound telehealth calls are
first processed by an
assistant, who with the help of
AI, defines patient’s acuity
and gets relevant information
before getting call to
physician
Background:
Initially started as a telehealth
platform research, it was
enhanced with speech
recognition capabilities and
we found a company Health
Navigator who was interested
in the solution as well, that
resulted in joint venture
Introducing AI to clinical care

14. R&D initiative. Telemedicine App
Features:
• Get patient’s details into view, including current
medications, allergies and more
• Automatically recognize dialog and store it as text
with playback ability after call ends
• Use Natural Language Processing for identification
of Core Complains
• Decision support system for automated acuity
tracking and suggesting follow-up questions
• Use data collected to automatically create encounter
reports, saving physicians time
Technology Stack:
• WPF application with rich UI and smooth
animations
• Support of standard WebRTC protocol for
teleconferencing
• Watson Speech to Text service
• Health Navigator’s Natural Language Processing
Engine
• Health Navigator’s Clinical Decision Support
Engine