Introduction to Conversational AI for Business

  • Neena Sathi
  • Arvind Sathi

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In the era of COVID-19, online customer engagement has rapidly increased, causing most organizations to transform their engagements with consumers to increase their online presence. This video will provide you with an introduction to conversational AI and the key concepts needed to design an effective conversational AI solution for users. It will help you identify prospective conversational AI engagement, showing the benefit through the use of a variety of real world cases and examples.


This video provides you with an introduction to conversational AI and the key concepts needed to design an effective conversational AI solution for users.

About The Authors

Neena Sathi

Neena Sathi is a principal at Applied AI Institute. She has 30+ years of experience envisioning, designing, developing and implementing AI solutions associated with enhancing customer experience, back office automation and risk and compliance for many Fortune 100 organizations. She has worked as Director of AI Technologies at Carnegie Group, Inc, an AI startup, Accenture, KPMG, and IBM.

Neena has three masters degrees including MBA from leading US universities. She is Master certified integration architect from IBM and Open Group as well as certified Project management professional (PMP) from Project management institute. She is also certified in many Cloud and Cognitive technologies. She has widely presented and published many papers in AAAI, IEEE, WCF, ECF, IBM Information on Demand, IBM Insight, World of Watson, IBM Developer Works and various academic journals.

Arvind Sathi

Dr. Arvind Sathi is the Director of AI Literacy at KPMG and a faculty member with University of California where he teaches courses on AI and Analytics. Dr. Sathi received his Ph.D. in Artificial Intelligence from Carnegie Mellon University and worked under Nobel Prize-winner Dr. Herbert A. Simon. Dr. Sathi is a seasoned professional with leadership in Artificial Intelligence and Data Science solution development and delivery. Dr. Sathi was a pioneer in developing AI solutions at Carnegie Group (a Carnegie Mellon startup), leading to its successful public offering as a profitable AI company. At KPMG / Bearingpoint, he led the practices for Intelligent Process Automation, Enterprise Integration, & Analytics. At IBM, Dr. Sathi has led several AI and Data Science programs involving IBM products from IBM Watson, and Cloud business units, and has provided technical oversight to IBM’s strategic accounts. He has also delivered numerous workshops and presentations at industry conferences on technical subjects and holds four patents in information technology. He has published four books on analytics - Cognitive (Internet of) Things, Engaging Customers Using Big Data, Big Data Analytics, Customer Experience Analytics. He has also been a contributing author in a number of Data Governance books written by Sunil Soares and has published an article series on Advanced Analytics for IBM Developer Works.


About this video

Neena Sathi
Arvind Sathi
Online ISBN
Total duration
59 min
Palgrave Macmillan
Copyright information
© The Editor(s) (if applicable) and The Author(s), under exclusive licence to Springer Nature Switzerland AG, part of Springer Nature 2021

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Video Transcript

Introduction to Conversational AI for Business. Conversational AI is a very popular topic these days. We see numerous operationalization of conversational AI applications all throughout the day, such as Alexa, Home Assistant, Siri, Google Home, or Appointment Scheduler. Conversational AI is used everywhere, home or work. On behalf of Springer and Applied AI Institute, we welcome you to the video book introducing conversational AI to business students. This video book is designed for business and IT professionals engaged in developing conversational AI applications.

Introduction– in this introduction section, we will provide brief outline and expected outcome. I have created this video book with Dr. Arvind Sathi.

Outline– this video book is divided into multiple sections. After this introductory section, we will provide a brief history of evolution of conversational AI, how conversational AI grew in last 50 years. We will provide brief introduction of conversational AI using a retail shopping experience case study. We will show how conversational AI is used in a sales conversation with a shopper. We will illustrate this case study with problem overview, solution overview, and benefits.

Next we will cover our second case study, which is in production use, now across USA. This case study is around improving guest experience using hotel concierge services. Again, we will illustrate this case study with problem overview, solution overview, and benefit. Finally, we will provide a summary of the video book and we’ll provide recommended readings and future offerings for those trends.

Expected outcome– what will you get out of this video book? You will be able to articulate a good conversation on what to expect from an AI-based solution. You will have exposure to examples where conversational AI is rapidly changing how we engage with our customers. You will be able to identify elements of benefit case– typical users, capabilities and benefits. And finally, you will be able to articulate a prospective area where we can use conversational AI.

Hi. I’m Neena Sathi. I have worked as director of AI technologies at Accenture, CenturyLink, KPMG, and IBM. I have over 30 years of developing and deploying AI applications worldwide, including US, Canada, Latin America, and Asia. I have also widely presented and published my learnings on AI by presenting papers in many magazines and conferences.

My AI development experience is in many industries like telecom, health care, retail and government. In telecom, I had built several conversational AI systems for consultative selling and service engagements. For retail, I have built conversational AI systems for streamlining and automating front end and building business processes.

Hi, I’m Arvind Sathi. I received my PhD from Carnegie Mellon University in the field of artificial intelligence. I’ve worked under Professor Herb Simon, who received his Nobel Prize in economics. I’ve worked at University of California Irvine, where I teach courses at graduate level in AI analytics, and I also work at KPMG, where I lead educational activities associated with AI literacy for 20,000 advisory consultants.

I have experience in developing and deploying AI systems in telecom, media and accounting services. I’ve done this work across the globe in Australia, in Asia, in Europe, as well as in the US. I have written four books in the field of AI analytics and have several patents and many papers in the field.