Investigative Report – Sentiment Analytics & Product Development

This investigative report explores the value proposition of chatbots and the opportunities they present in customer services and social media. It analyzes the characteristics and capabilities of chatbots for marketing objectives and identifies commercial cases. The report also discusses cost-effective chatbots and provides recommendations for existing businesses.

Investigative Report – Sentiment Analytics &
Product Development

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
Value proposition of chatbots and outline the opportunities......................................................3
Describing the characteristics of Chatbots and analysing the capabilities for marketing
objectives.....................................................................................................................................5
Identifying the commercial cases in customer services and discussing the cost-effective
chatbots ......................................................................................................................................6
Recommendation action to perform in existing businesses........................................................7
CONCLUSION ...............................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Investigate concern with going deeper in the particular topic to search on that and to get
the outcome of that study that has been done. Analytics and product development refers to the
analysis of product development in order to maintain the effectiveness of that particular product
(Castillo and et.al., 2017). In this report the company is Ion plus which is boutique tech
consulting firm which has approached Grammerly to help them break into market for chatbots in
customer services and social media. In this report it has been discussed about the value
proposition of chatbots and outline the business opportunities that exist in the Grammerly. Apart
from that describing the characteristic of the chatbots and current AI capabilities that could be
adopted to develop the chatbots. Apar from that it has been identify the commercial cases for
adopting the chatbots in customer service and discuss the cost effective method.
MAIN BODY
Value proposition of chatbots and outline the opportunities
In an organisation the need to develop the best use of the current technology that will
help in performing the effectiveness in the organisation and will help in developing the value in
the company. Value proposition of the chatbots in the organisation are as follows-
 Chatbots are generally an organisation's first foray into the artificial intelligence and
many does not have the enough budget to implement the AI, robotics and chatbots. But
those were able to adopt the system of chatbots in their management will going to help in
achieve the proficiency.
 Chat are now providing the more clarity than ever on the value that they can offer and
their popularity is increasing rapidly nowadays due to rapid emergence of artificial
intelligence bots. As, there growth has been enhancing across the consumer and
enterprise level audience (Elkmash, Abdel-Kader and El Din, 2021).
 In the context of Grammerly, the value proposition of the chatbots is that it provides the
analytical insights, data driven decision-making to improve the efficiency within the
business.
 It contributes directly to the revenue stream and helps in improving the effectiveness to
track the order in order to maintain the feasibility of the company. In the context of

Grammerly this will improve the online experience that will lead to more proper way to
understand the simplified and streamlined interface that user will going to love.
 This will tremendously helpful to business strategist, marketers, communication
managers to transform the interaction with the clients and users. In the context of
Grammerly, rise of mobile and AI technology can develop the revenue and also improve
the employee engagement.
 In the context of Grammerly, chatbots will add the value in terms of immediate response,
natural language and re-learning abilities that can make solution to solving an end-user
problem. This will be going to enhance the more visitors on the app and will develop the
overall improvement in the company and will help in enhancing the effectiveness. This
helps in proactive of customer interaction, leads to new customer and analytical customer
insights (Gelbard and eta.al., 2018).
Some of the opportunities that exist for the company for chatbots with developing the prototype-
 In the context of Grammerly, the opportunities that is exist if they develop commercial
prototype are that it helps in keep customer closer and it touch and will help in building
the consumer engagement in the company. As, chatbots useful in solving the queries of
the customer a serving them effective reply.
 In the context of Grammerly, it going to help in reducing the cost in the management as
they were intelligent software that works on predefined rules that does machine learning
and perform multiple task. For the company, this will help in increasing the overall profit
and reduce the cost of personnel in the handling them.
 Opportunity will be that it gives instant result and going to help the organisation to grow
more rapidly in the market and increase the efficiency. This is fast enough to get the work
done also lead to less error as compared to the human context. This provide the
tremendous benefits to the company in terms of efficiency and give them amazing
sources of developing the effectiveness of the organisation.
 In the context of Grammerly, there are certain opportunities such as Bots also remember
the earlier conversation with the customer that help in predict the targeted customer base
and respond to them in much better manner (Hao and et.al, 2020). It helps the company
to provide them services that were required and able to give them satisfactory results.

They also help in asking the questions to the customer and useful inn analysing the likes
and dislike of their taste.
 In the context of Grammerly, chatbots will able to plan the personalized services and
products specification. This will be going to increasing the brand awareness and customer
engagement as they offer the convenient way to provide the information. This will foster
the growth of the company and helps in developing the overall growth of the
organisation.
 Through this, it develops the better relationship with the customer through regular
interaction and bring the efficient services to the customer to use the apps more. It gives
immense opportunities to the company by collecting the data of customer and analyse
their taste and preference and accordingly give them in order to achieve the goal and
objectives. As, this will be very fast and overall increase the productivity (The Amazing
Ways Google and Grammarly Use Artificial Intelligence to Improve Your Writing,
2021).
Describing the characteristics of Chatbots and analysing the capabilities for marketing objectives
Chatbots is very essential tool in AI that has been designed to perform better activities to
improve the efficiency and effectiveness of the company. This will be going to use widely in
many organisation and greatly accepted in the company. In the context of Grammerly, the
characteristics were it develop the efficiency in terms of developing the effectiveness of the
organisation. Some of the characteristic are as follows-
 Increase the productivity- This helps in developing the productivity of the organisation
and through the customer satisfaction and engagement it will be benefit for the customer
loyalty by giving the personalised experience. This will include the immediate
opportunities and providing the best results.
 Conversational maturity- The interacting conversationally, great chatbots and has some
specific natural language processing capability to understand the multiple language. The
need of doing the different task at single period of time and will helps in developing the
competence of growth in the company. The need of understanding the requirement is
essential to help in much better manner.
 Omni-capable- The chatbots are converses seamlessly across multiple digital channel
and helps in retain the data and context for the seamless experience in best way to

provide the information in much better manner and will lead to many benefits. To give
the effective way to transforming the information to the live agents in much better way.
 Integrated with the CRM- The chatbots are critically integrated with the system of
CRM and useful in handling the real-time action as routine as password change. In the
context of Grammerly, this help in fulfilling the complex task of the company and
smoothly carry out the activities and functions. This going to provide many benefits to
give optimum results to the company.
 Free to explore- Chatbots provides the maximum reach to its customer and process vast
amounts of data in both structure and non-structure to provide the insights from virtually
any source and relevant data. It is useful in solving the issue and provide the effectiveness
(Accenture Interactive, 2021).
Analysing the Chatbot capable of achieve marketing objectives-
 Chatbots helps in increasing the better customer experience and develop the effectiveness
of the company and leads to major advantages in marketing objectives and gives the
optimum results to the organisation.
 In the context of Grammerly, it helps in providing the better results in terms of gathering
and analysing the customer feedback. This also provide the mimicking of human
personality as virtual assistant and try to solve the issues of the customer. This might
work as marketing tool for the Grammerly company to attract more customers on the app.
 In the context of Grammerly this help customer in providing the marketing objectives to
give the human kind of experience to its users and give the customized solution to
everyone. This could be use through effective use of AI capabilities in the company as
this happen through the machine learning and other procedures.
Identifying the commercial cases in customer services and discussing the cost-effective chatbots
Chatbots is using the several services to understand the effectiveness of the company and
some of the commercial cases in terms of customer services. Followings are as follows-
 Booking the tickets to the events and shows- This is also commercial services that is
render by the company and that leads to certain advantages. Answering such repetitive
questions will give the customer support and valuable time and resources.
 To recommended items and check the inventory- This is another form of services that
helps in analysing the customer liabilities to perform simple action in order to find out the

buying decision. In the context of Grammerly, it can provide in identifying the efficiency
and that leads to certain decision to make the further actions.
 Answering the queries- The need of developing the best use of customer the need to
accept the enquiries and help in identify the problem they were facing. In the Grammerly,
the need to address the issues that they were facing. This tells the grammar correction and
spell checking and tone and register the detection.
Ways to develop the existing AI capabilities that can be leverage to develop the cost
effective method are as follows-
 Through personalise and profiling the use of machine learning will be cost effective
method to develop the ChatBots. This helps in analysing the profile of customer soi
easily.
 It could predict by analysing the data that has been used in future. Chat Bots will able to
develop in much better manner to make the effective decision in the company. This
provide the effective use of natural language.
 This gives additional information to the organisation to perform the function in much
better way. It develops cost effective form that ensure the easier way to perform the
activities due to some advantages to AI capabilities ( Deloitte Digital, 2021).
Recommendation action to perform in existing businesses
Followings are the actions by Grammerly-
 Properly investigating the problem that will be useful in analysing the new technology
that is Chatbots in the existing business. Through this, it will help in building the solution
of problem in better manner.
 Test the efficiency that has been used in the company and analyse the problem in order to
detect the further problem in the management. In Grammerly, this will be useful in
delivering the effectiveness.
 Analyse the performance of employees that were using this technology for longer period
of time. In the context of Grammerly, this will help in evaluating the effectiveness of
Chatbots and its results in the organisation.

CONCLUSION
From the above report it is conclusion that Investigating the system helps in maintaining
the effectiveness of the firm. In this report it is being discussed that efficiency and effectiveness
to develop the systems in the Grammerly. It has been discussing the characteristics of chatbots
and adopted the human personality. It is also analysing the situation of new system in the
organisation to advise to implement in the organisation so that it develop the viability.

REFERENCES
Books and Journals
Castillo, A. and et.al., 2017. Introducing Analytics Talent in the Equation on Business Value of
Social Media Capability: An Empirical Investigation.
Elkmash, M. R. M., Abdel-Kader, M. G. and El Din, B. B., 2021. An experimental investigation
of the impact of using big data analytics on customers’ performance measurement.
Accounting Research Journal.
Gelbard, R. and eta.al., 2018. Sentiment analysis in organizational work: Towards an ontology of
people analytics. Expert Systems. 35(5). p.e12289.
Hao, J.X. and et.al., 2020. Introducing news media sentiment analytics to residents’ attitudes
research. Journal of Travel Research. 59(8). pp.1353-1369.
Online
The Amazing Ways Google and Grammarly Use Artificial Intelligence to Improve Your
Writing, 2021 [Online]. Available Through:
<https://www.forbes.com/sites/bernardmarr/2018/11/12/the-amazing-ways-google-and
grammarly-use-artificial-intelligence-to-improve-our-writing/#319a08713bb0 >
Accenture Interactive, 2021 [Online]. Available Through:
<https://www.accenture.com/t00010101t000000__w__/br-pt/_acnmedia/pdf-45/
accenture chatbots-customer-service.pdf >
Deloitte Digital, 2021 [Online]. Available
Through:<https://www2.deloitte.com/content/dam/Deloitte/nl/Documents/deloitte-
analytics/deloitte-nl chatbots-moving-beyond-the-hype.pdf >