Kata.

ai Conversational AI Solution
Utilization of AI for Better Digital
Customer Experience

Risma- Business Partner

Risma@kata.ai
088294516400

CONFIDENTIAL DOCUMENT
2020 — PT YesBoss Group Indonesia (Kata.ai)
 For the past 7 years, Kata.ai is leveraging its AI Platform
to pave the path for businesses towards Intelligent Enterprise

Fact Sheet
And the largest Indonesian
1st Conversational AI Platform

140+ Paid Enterprise & SME

Clients in Indonesia

4.2 Mio Monthly Active Users or

Customers

1.3 Bio Messages processed

using Natural Language

STRATEGIC PARTNERS ACHIEVEMENTS & AWARDS

Trusted over 140+ Leading Enterprise Customers

… and many more

 Award-winning Conversational AI Solution
for Leading Industry Players

Jemma — developed by Kata.ai is Bank BRI received The Best Innovation Centre by The Indosat Ooredoo received Frost & Sullivan
awarded as The Most Interactive Asian Banker with Sabrina, the virtual personal Indonesia Excellent Award for Contact Centre
Brand Chatbot in 2017 assistant as one of the awarded products Experience. INDIRA virtual assistant was
developed by Kata.ai
 Achievements & Appreciations
from Reputable Organizations

Kata.ai is awarded as The Best AI & Kata.ai is featured as the one and only FB official
Machine Learning Startup in ASEAN Partner from Indonesia at F8 - Facebook
Developer Conference
Appointed as the official Steering Committee of Indonesia National AI
Strategy by the Ministry of Research & Technology
Now, let’s learn more
about WhatsApp!
 WA Messenger WA Business WhatsApp API

Devices 1 Mobile 1 Mobile, 4 Devices Unlimited Devices

Saved Reply – ✔️ ✔️

Verified Badge – – ✔️

WA Broadcast ✔️Limited ✔️Limited ✔️

API Integration – – ✔️

Monthly Price Free Free Starts Rp1,250k

WhatsApp New Pricing,
Effective June 2023
 Overview of Changes
Existing Categories Business-Initiated Conversation (BIC)
User-Initiated Conversation (UIC)

New Categories, starting June 1, 2023

1 2 3 4

Utility Conversation Authentication Marketing Service

(BIC) Conversation (BIC) Conversation (BIC) Conversation (BIC)
Transactional notifications Authenticate users with Promotions or offers, Any customer/user-
to customers e.g. post- one-time passcodes (OTP) informational updates or initiated conversation,
purchase notifications and and others (e.g., account any conversation that does such as to resolve a
recurring billing verification, account not qualify as utility or customer enquiry.
statements. recovery). authentication.
 Summary of Changes

Scenario Existing CBP Model New CBP Model

BI Templates 1 type 3 types

(no categorization) (need to assign to a category when creating
templates)

Charge per Two different prices 4 different prices

message/session (1 BI and 1 CI) (3 BI and 1 CI)

Charging Model Each BI/CI will open a single conversation Each type of conversation can open different
window concurrent conversation window

Free Sessions Applicable to first 1000 BI and/or CI Only applicable to first 1000 Service
Conversations

Conversation Window 24 hours 24 hours

(from BI/CI)

Conversation Window from 24 hours 72 hours

CTWA or FB Page CTA
 IDR, Indonesian Destination Number

Price List
Conversation Type

Utility Conversation IDR 321

Authentication Conversation IDR 295
Marketing Conversation IDR 657
Service Conversation IDR 306
Example conversational flows
and related charges
Opening a Marketing Conversation inside a Service Conversation

● A service conversation is opened at 9:31 when a business response

to a customer message is delivered.

● A marketing template is delivered while this service conversation

is still open at 4:30.

● This opens a separate marketing conversation.

● The result is one charge for a service conversation and one charge
for a marketing conversation

● Free entry point conversations are an exception. A template

delivered during the three day free window will not open a new
conversation.

● In the above example, if the business replied to the first user message
delivered at 9:30 with a template, a conversation of the same
category as the template will be opened, not a service conversation.
Opening a Utility Conversation inside a Marketing Conversation

● A marketing conversation is opened at 3:40 when a

marketing template message is delivered.

● Later, with the marketing conversation still open, a utility

template is delivered at 6:00.

● This opens a separate utility conversation. The result is one

charge for a marketing conversation and one charge for a
utility conversation.

● Service message (CI) will be free up 24hrs from the latest BI

sent.
Two Templates of the same Category Result in only One Conversation Charge

● A utility conversation is opened at 9:00 when a utility

template message is delivered.

● Later, with the utility conversation still open, another utility

template message is delivered at 11:00.

● There is no new conversation charge because the template

category used within the open conversation window did not
change. The result is one utility conversation charge.

● A utility conversation will ends at April 12, 9:00 AM (first

template is delivered).
One Template with both Utility and Marketing Content

● A template that includes content that is both utility and

marketing based on our template guidelines is delivered at
11:59. Whenever marketing content is identified in a
template, the template will be categorized as marketing.

● The result is one marketing conversation charge.

 Free form from business is opens service conversations
(Customer care or general support inquiries that require multiple 24-hour conversation)
 Free form from business is opens service conversations
(Customer care or general support inquiries that require multiple 24-hour conversation)
 What is the WhatsApp Business Platform?
Designed for enterprise businesses to connect one-
to-one with their customers, at scale.

Your Company Enterprise Network

Person WhatsApp API Business Messaging Internal

Solution Database

With an enterprise-grade API, companies can now send notifications and provide
customer service through WhatsApp in a secure, reliable, and customer-friendly way.
 Connecting WhatsApp API with your
Enterprise Technology Stack

WhatsApp API/
Business Platform

Enterprise technology
stack

CRM Chatbots Reservations Inventory And more!

Enrich your interactions Answer questions Send travel or event tickets Let customers know about Your BSP can help you integrate
with deep customer via Conversational AI/NLP and passes to customers after product availability. with internal systems to create
history. Platform. purchase. innovative solutions.
 Enterprise technology
stack

CRM Chatbots Reservations Inventory And more!

Enrich your interactions Answer questions Send travel or event tickets Let customers know about Your BSP can help you integrate
with deep customer via Conversational AI/NLP and passes to customers after product availability. with internal systems to create
history. Platform. purchase. innovative solutions.
SERVICE ADD-ONS

Omnichannel dashboard &

ticketing system to chat with
your customers in various
messaging platforms
(e.g. WhatsApp, LINE, Telegram,
Twitter, FB Messenger, etc.)

Understanding Conversations
Humanizing Interactions
Understanding Conversations
Humanizing Interactions
How to register your
WhatsApp API?
 Why WhatsApp do reviews?
Because WhatsApp does not have visibility to business-to-user conversations due to
encryption, they want to ensure the safety of the WhatsApp platform through reviews.

POLICY REVIEW LEGAL REVIEW DISPLAY NAME

Prevent undesired or illegal Ensure that the business WhatsApp users heavily
activities on the platform that owns the brand’s relies on a display name to
(e.g., sales of alcohol to phone number is actually know which business
underaged users). behind the conversation. they’re talking to.
 Verify by Phone Number
1 A business authenticity document (e.g. tax
document) must contain the legal business name,
PT Yesboss Group Indonesia, and the business
phone number, (021) 75917294.

Verify by Email
2 A business authenticity document (e.g., tax
document) must contain the legal business name
along with the business phone or address indicated
in Business Manager.
The association between the business email,
@kata.ai, and website, www.kata.ai, must be clear
and the website must contain the legal business
name, PT Yesboss Group Indonesia.
If the website does not indicate the legal business
name, the requester may submit additional
documents; e.g., a utility bill that contains the legal
name and email domain, @kata.ai.
 How to verify your
WhatsApp Business?

● Business bank statement

● Izin Usaha Mikro Kecil (IUMK)
● Nomor Induk Berusaha (NIB)
● Surat Izin Usaha Perdagangan (SIUP)
● Surat Pengukuhan Pengusaha Kena Pajak
(SPPKP)
● Tanda Daftar Perusahaan (TDP)
● Utility bill

* For Indonesian companies, rules for other countries may vary.

** Not required to submit all documents, but will get a higher
acceptance rate if you do.
Now, let’s learn more
about ChatBot!
AI Chatbot
● CUSTOMER SUPPORT
Increasing cost-efficiency and agent productivity
through the automation of common FAQ.

● MARKETING
Lead generation, CRM, Loyalty, and Promotions
through conversation. Higher engagement & better
conversion.

● SALES & UPSELLING

aMake enterprise chatbot as 24/7 omnichannel sales
engine, unlocking new avenue of growth.
 Kata Conversational Suite: Under the Hood

CONSUMER ENTERPRISE
USE CASES: USE CASES:

• General Inquiry • Retargeting

• Promo Info • Personalization
• Product Info • Recommendation
• Purchase • Optimization
• Complaint • Upselling
WEB
• Leisure CHAT • Semi-auto CS
• Etc. • Etc.
 WhatsApp
WhatsApp Business API

Kata Conversational Suite

Instagram
Instagram Direct Message API
Kata NL
Natural Language Processing
Facebook Messenger
Messenger API
Kata Flow
Conversation Flow Studio
LINE
LINE Messaging API
Kata CMS
Content Management System
Twitter
Twitter Direct Message API
Kata Omnichat
Omnichannel Dashboard
Webchat, iOS, Android
Customizable Chat SDK
Kata Voice
Speech Applications Engine
Call/Phone Number
PSTN SIP Trunking

Connecting Brands and Consumers through Conversations

Design your conversation
with Bot Studio. Build
complex interaction with
ease, integrate to multiple
messaging channels.
Real machine-learning built
inside an easy-to-use
interface. Create & train
your NLP with small
datasets.
 NLP Competition Landscape
How Kata.ai Bahasa Indonesia NLP stacks up against other players

Processing Time 10 seconds 262 seconds 52 seconds 43.7 seconds

Correct Answers 261 106 231 210

Correct % 87% 35.3% 67% 70%

Reference: Clare.ai Blog https://blog.clare.ai/2017/08/08/bahasanlu_benchmark/

 Kata.ai Chatbot: Recommended Use Cases

Frequently Asked Ordering & Payment

Questions (FAQ) (Chat-Commerce)
Reducing agents workload by Helping to simplify your
catering most asked questions purchase flow and adding new
and available 24/7 potential sales channel for your
business.

Product Discovery Order Confirmation

INFO $$$
Helping your customers to Use Use Sending automated
find all information related to
Cases Cases message or confirmation
brand’s product catalogue once your customer finish
their orders.

Customer Support Refund Process

Helping your customers to address Human CS Agents Help to automate the process
any regular issues or problems. whenever customer wants to apply
Helping your customers to get in
for a refund or return.
touch with human agents to
handle “high-touch” inquiries
 Kata NL: How NLP & Machine Learning Works

<TRANSCRIPT ANNOTATION>

Intent:

Aku mau beli paket yang 10 giga-an Purchase

<INTENT RECOGNITION>
Confidence %:
buat nonton youtube sm facebook- 96.7

an Sentiment:
Neutral
tp yg harganya
Product
Type:
Allowance
: di
Content:
YouTube, bawah 100rb dong
Price:
IDR
Language:
Casual
Internet 10GB Facebook 100.000
<ENTITY EXTRACTION>
 Below are some popular business use-cases of AI Chatbot
for Marketing, Commerce/Sales, and Operations

Marketing Use-Cases Commerce Use-Cases Operations Use-Cases

Interactive Campaign Product & Promotion Discovery Frequently Asked Questions

Content Distribution
Enrich Brand CRM Database
Personalized Promotions
Market Nurturing & Education
Gamification & Loyalty
Customer Referral Program
Etc.
Lead Generation Campaign
Personalized Recommendation
E-Wallet / Payment Integration
E-Commerce Integration
Package Delivery Tracking
Etc.
Location Search / Discovery
Troubleshooting Assistance
Customer Data Verification
Agent Handover
Etc.
 Client Case Studies

Telkomsel Bank BRI Alfamart Unilever

Handling 80% of WhatsApp banking Loyalty program to Personalized
customer service module for financial track buying behavior marketing activities,
inquiries via popular inclusion, ATM locator, and voucher/promo content distribution
messaging apps lead generation distribution and CRM database
Thank You,
Let’s Collaborate!
Contact Person:
Risma - Business Partner
Risma@kata.ai
088294516400