Accion BreezeNextGen

Conversational AI Platform for Enterprise

Nomination Category Innovation in Enterprise Solution

A Global Technology Services Firm

Transforming Enterprises through Emerging Technologies

1500+Employees 70+Clients 20+Products & Services

12 Global Offices 5 Development Centers

Accion Labs History...

Dec 2010

Founders Meet: Kinesh, Tony, Sandesh, Sam

Opportunity identified for Emerging Technology based service offering

Feb 2011

Accion Labs, Inc. founded

Initial focus on value added staff-aug using prior PDLC experience

Jan 2012

Setup of Bangalore Dev Center

Prior subcontracting to portfolio companies transformed into 100 person center by EOY

Sep 2013

Acquisition of Reach1to1 leading to Mumbai Dev Center and CTO’s Office

Added capabilities in Advanced UI/UX, Open Source, Big Data and later AI/ML

Apr 2014

Acquisition of Hibiscus Technologies leading to second Bangalore Dev Center

Added capabilities in Mobility and SaaS

Technology in our DNA...

Accion Labs History - cont’d

2014Pittsburgh’s Fastest Growing Technology Company

2015

Ramesh Narasimhan takes over as CDO with major improvements in delivery & talent dev

Jan 2016 2017

2016

Pittsburgh’s Fastest Growing Technology Company

E&Y Entrepreneur of the Year - Kinesh Doshi

AIC formally established

Annual Innovation Day started

Pittsburgh’s Fastest Growing Technology Company

AIC Portal, Perfaccion, ODEBEE - initial releases

PTC Finalist

Product Releases - HoT and Perfaccion (revised)

First Release of Accion Breeze Framework

PTC Finalist - Aug event

Keeping an eye on Innovation...

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Our Technology Products & Services

User Experience/User Interface Development

Solutions

Application Services & Integration

Big Data, AI, Machine Learning

DevOps & Cloud

Mobile ApplicationDevelopment

Databases& Indexing Engines

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Partnerships & Alliances

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Product Vision

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As the telephone loses ground, mobile apps, social media and web chats are taking over as preferred channel of conversations.

Design - Build - DeployNextGen Conversational AI for

Real-Time I Smart I Intelligent I Contextual

Customer Engagement Platforms

With

Accion Breeze

The prism reflects the growing technology players in social media. More platforms means more conversations - with people, brands, companies to connect, ask, join and share information everyday.

This habit of online conversations have changed consumer habits and benchmarks of a great Customer Experience (CX) forever. Nowadays, customer expect an immediate response to their queries, and 1:1 conversations with companies.

The Conversation Prism By Brian Solis & JESS3

● By 2020 85% of customers will manage 85% of their relationship with a business through AI - Gartner

● In 2016, 1.6 billion people used Mobile messaging apps, expected to increase to 2 billion in 2018 - eMarketer

● More than 10,000 companies in the UK are developing Facebook Messenger chat bots to improve communications with consumers - TechCrunch

● 250 %Increase in customer service interactions over Twitter in the last two years - Twitter

Source: https://www.theguardian.com/nbn-bringing-big-tech-to-small-business/ng-interactive/2017/jul/03/the-technology-trends-that-will-transform-customer-service

Conversations Are On the Rise...

The more products and services Amazon is able to cram into Prime, the more likely users are to renew their membership and buy more stuff, which gives Amazon more data about their tastes and what they are likely to buy next. That information is used to spin out new products and services, such as the Dash button, which replenishes popular items with a tap, and Alexa, which is built, in part, for shopping. “You can just say, ‘Alexa, reorder toothpaste,’ ” says Bezos. “And it knows which kind of toothpaste.” That’s why he has repeatedly called Prime the company’s “flywheel”: a device used in engines that provides constant energy.

It is both an accelerant to Amazon’s forward motion and a beneficiary

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Crafting the Future Customer Experience...

● Conversation WidgetsAccion Breeze includes a library of reusable conversation widgets that provide ready to use templates to build new conversation capabilities

● Action AgentsConversation widgets are not merely voice responses. They allow users to perform automated actions that involve interacting with a range of web based services or APIs

● Business IntegrationAccion Breeze leverages the APIs that most enterprise software applications already provide to be able to provide business users highly productive business results through simple conversational UI

● Self Learning PersonalizationAccion Breeze tracks the user’s conversations to learn about the user and provide more and more relevant information and services based on a self learning personalization algorithm

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Accion Breeze...A Conversational AI Platform

Conversational AI is a constellation of technologies that

allows devices toextend human-like conversation capabilities and help businesses

achieve more.

These technologies include natural language processing,

intelligent agents, computer vision, machine learning, expert systems,

chatbots and voice recognition.

The conversations of the future will be between a person and a machine.

Accion Breeze - Innovation for Business Advantage

Using conversational, NLP-powered user interfaces, Accion Breeze allows users to

just state their need and software learns to provide an answer.

Accion Breeze applications can answer hundreds of questions because it uses data

already existing in the organization to build its knowledge.

Accion Breeze...Target Users

Internet

Extranet

Intranet

Employees

● Employee portal● Corporate content● Internal collaboration tools● Core business process services - e.g.

Operations, Sales, HR, Finance

Customers & Partners

● Customer self service portal● Online transactions, billing,

payments● Customer support● Supplier portal for procurement

Public

● Website for public access● Corporate branding● Marketing collateral● Blogs, Videos, Social Media● Public access tools & services● Lead generation tools

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Design Process

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Accion Breeze...Iterative Design Process

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User Persona

Conversation Flows

Conversation Widgets Activity Tracking

Deployment on Web / Mobile

Action AgentsSelf Learning

Personalization

Conversation Analysis

Gap Analysis

feedback

Accion Breeze Apps are More Than ChatBots...

Conversational UIs can do more than answer questions. They act as an alternative interfaces to interact with existing applications in the form of conversations.

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feedback

Accion Breeze Smart Search Integrated with Conversational UI

We imagined a search that not only can search and find any document or content, but can also recognize available actions and prompt the user to take that action using conversational UI

Search will be another entry-point for the users to do automated tasks with the help of Conversational UI just by searching for it.

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feedback

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Technical Architecture

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Accion Breeze Personal Assistant

Personal Assistant

Smart Search Actionable Notifications

Automation Agents

Activity Tracking

Conversational UI

Smart Search

● Natural language queries

● AI based search to find the most relevant results

● Global search through all data - editorial content, user generated content, people profiles etc.

● Faceted search results

● Recommendations based on related content

Actionable Notifications

● Alerts and reminders

● Follow-up Action Widgets allow user to take immediate action

● High priority / urgent notifications first

● Priority / urgency increases with amount of delay in user response

● Escalation of unattended notifications

Automation Agents

● Automatic actions taken on user’s behalf with minimal manual intervention

● Predefined automation for various frequently used actions - e.g. form filling and submission, sending email or text, creating blog posts, uploading photos or videos etc.

● Agent configuration by simple IF <event> THEN <action>

Activity Tracking

● Tracks context (e.g. location, date and time) and content (e.g. data entered) for all user actions

● Tracks pattern of usage of various features to recognize user’s preferences

● Creates recommendations based on context and patterns of usage

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Accion Breeze Self Service Portal

Self Service Portal

Content Services

Collaboration Services

Business Services

Activity Tracking

Responsive UI

Content Services

● Content repository that is categorized and enhanced with appropriate metadata

● People and Organizations information e.g. company profiles, user profiles

● User generated content such as photo albums, videos, blogs, comments, likes etc.

● Content created and curated by editorial team

Collaboration Services

● Tools for collaboration between multiple users such as workflows

● Interpersonal communication using combination of synchronous and asynchronous modes

● Collaborative content creation tools such as discussion forums, wikis etc.

Business Services

● Access to backend business applications

● Unified user interface for all business functions that are supported by various business applications

Activity Tracking

● Tracks context (e.g. location, date and time) and content (e.g. data entered) for all user actions

● Tracks pattern of usage of various features to recognize user’s preferences

● Creates recommendations based on context and patterns of usage

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feedback

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Team Lead Profile

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Jane PoojariDelivery Manager

Jane has 11+ years of experience in managing a team of software architects, developers and quality analysts in the Web 2.0 and big data team. Jane is actively involved in product development and designing, analyzing root cause of failures and evolved breakdown solutions within minimum turnaround time and coordinating with system developers to ensure application performance. She has handled end to end deliveries of projects and solutions as well as entire product development life cycle. Jane is skilled in different technologies including various NoSQL data models, Relational Databases, Advanced Text Search, Analytics, UI development and Web Applications.

feedback

Team Role Name

Leadership Team Executive Owner - CEO Kinesh Doshi

Solution Owner - CTO Ashutosh Bijoor

Engagement owner - COO Jason Howard

Foundation Team Product Architect Jane Poojari

Business Analyst Don Shin

UX Architect Roshan Ravi

Technical Lead Himesh Thakkar

Front-End Developer Deepti Kaskar

UX Designer Albon Reid

UI Developer Pallavi More

Development Team -10 Mobile Team - 2 QA Automation Engineers - 2DevOps - 1

Accion Breeze...The Innovation Team

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Thank You!

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