Behind the Build: Prashaanth R on crafting beautiful NLU-powered conversational experiences

Every developer is unique, but the majority of them share a common trait: they are curious problem-solvers driven by a genuine passion for creating meticulously crafted solutions. In this Q&A series, we interviewed our in-house engineering team to gain insights into how they go about solving problems for fellow developers. The series aims to not only offer educational content but also foster transparency between our development team and users, establishing a stronger connection.

Let's meet the dev!

Featured here is Prashaanth R

Meet Prashaanth, a dynamic tech leader! As the Manager of DevOps at Zoho CRM and the mind behind Support/Solutions for Zoho Catalyst, he's a pivotal force in streamlining operations. His recent stint as Engineering Lead for ConvoKraft highlights his knack for innovation and engineering prowess. Passionate about optimizing workflows and crafting cutting-edge tech solutions.

Q 1: Let's start with the birth of ConvoKraft. How did it all kick off, and what inspired you to create this conversational wizardry?

Prashaanth: Hey, it's a pleasure to share the story. ConvoKraft's journey began as Zia Skills back in 2016-2017. We wanted to boost Zoho products, such as Zoho CRM and Zoho People, with conversational abilities, to make complex user tasks like "creating a lead" or "applying for leave" smoother and super simple.

As it evolved, it not only expanded its capabilities but also its identity. Fast forward to 2023, we marked a significant milestone by renaming it as ConvoKraft and launching it via Catalyst everywhere.

ConvoKraft's journey is like a tech metamorphosis – starting off as Zia Skills, then transforming into the sleek Convokraft. In a nutshell, it's all about making user experiences better and pushing the boundaries of conversational tech. It's not just a shift; it's our way of saying, "Hey developers, we're giving you the coolest tools to whip up some seriously amazing conversational experiences!"

Q 2: Love the evolution! What lessons did you learn along the way?

Prashaanth: Great question! Lessons aplenty. First and foremost, always prioritize user experience in every decision to create more intuitive conversational interactions. Also, never hit a pause on learning. Tech evolves, user expectations change — you've got to stay on top of it. Collaboration is key too; diverse perspectives bring out the best solutions. Oh, and keep things simple and accessible – users appreciate that.

The rebranding in 2023 highlighted the importance of flexibility and evolution, enabling us to reach a wider audience. In a nutshell, our ConvoKraft journey is all about putting users first, staying curious, teaming up for success, keeping it simple, and being ready to adapt and evolve. Helping devs craft fantastic conversational experiences – that's the name of our game! 

Q 3. Solid advice! Now breaking down the trio of NLU, NLP, and NLG—can you give us a lowdown in simpler terms?

Prashaanth: Sure thing! In the language and AI world, think of NLU, NLP, and NLG as the ultimate trio making sure computers and languages are best buds.

NLU teaches computers to grasp human language nuances, perfect for chatbots and sentiment analysis. NLP is the language superhero, covering both understanding and generation. It's behind translations, information searches, and summaries. NLG flips the script, with computers creating human-like text or speech from data, ideal for content generation.

So, NLU 'gets' language, NLP is the all-in-one language superhero, and NLG is the computer's way of talking back. They're the dream team ensuring computers and language are best buddies in the AI world.

Q 4: Love the analogy! Now, what sets ConvoKraft apart in the bot-building landscape, and why should devs be psyched about it?

Prashaanth: Picture this: ConvoKraft is like the rockstar of bot-building, rocking a mix of code and no-code features that are a game-changer for developers. Whether you're a coding newbie or a seasoned pro, ConvoKraft's got your back with its user-friendly interface, giving you exceptional flexibility and control. Its versatility accommodates users at various skill levels, fostering collaboration amongst novice and seasoned developers.

But what makes it shine? It's the next-level NLU that goes beyond basic rule-based interactions. Its advanced NLU engine comprehends language subtleties, enabling intelligent and context-aware conversations, setting it apart from platforms relying on more basic rules.

For developers, ConvoKraft minimizes the learning curve, streamlining the building and deployment of solutions. The platform's adaptability supports developers with varying skill levels, promoting collaboration between citizen developers and seasoned programmers. Additionally, ConvoKraft leverages the power of Catalyst integration functions, allowing users to connect to data sources, APIs, and service providers. This capability equips developers with versatile tools for creating data-driven conversational experiences, especially beneficial for applications requiring efficient utilization of data and services.

Q 5: Sounds like a game-changer! How should developers assess the impact of ConvoKraft on productivity and time-to-market?

Prashaanth:

Developers should look out for a few factors, such as:  

1. Ease of Use:

• Evaluate adaptability to ConvoKraft's user-friendly interface.

2. Development Speed:

• Consider pre-built components, automation tools, and the NLU-powered conversational agent builder for swift deployment within five days, eliminating the need for extensive coding.

3. Collaboration and Integration:

• Assess ConvoKraft's ability to foster seamless communication and collaborative editing. Examine integration capabilities with existing tools, databases, and APIs.

4. Support and Learning:

• Consider the availability of documentation and customer support to overcome challenges.

5. Customization and Flexibility:

• Evaluate ConvoKraft's flexibility in customizing conversational flows and adapting to unique project requirements.

6. Scalability:

• Assess how well ConvoKraft scales to handle increased project complexity and user interactions.

7. Testing, Debugging, and Updates:

• Examine the efficiency of ConvoKraft's testing and debugging features. Consider the strength of the ConvoKraft community and the frequency of platform updates.

These factors give a good picture of how ConvoKraft can boost productivity and time-to-market, aiding an informed decision about integration.

Q 6: When organizations jump into conversational AI, what challenges should they brace themselves for?

Prashaanth: Oh, several challenges! First up, ensuring natural and efficient communication is a big one. Creating conversational agents that can understand context, user intent, and language nuances requires advanced Natural Language Understanding (NLU) capabilities, which can be technically complex.

Then there's the hurdle of data privacy and security. Conversational AI often involves handling sensitive user data, so organizations must implement strong security measures to safeguard user information and comply with data protection regulations.

Integration with existing systems can get tricky too. Establishing seamless connectivity with diverse data sources, APIs, and backend systems is crucial for a comprehensive conversational experience. Organizations may encounter difficulties when integrating conversational AI solutions into their current technological infrastructure.

Furthermore, the need for continuous improvement presents a challenge. These systems must continuously evolve to understand new topics, handle updated information, and adapt to changing user expectations. Ongoing maintenance and updates require resources and strategic planning.

And of course, gaining, user acceptance and trust is crucial. Building user confidence and encouraging interaction with conversational AI solutions involves addressing concerns about accuracy, privacy, and the overall user experience.

Q 7. How are organizations reshaping customer experiences with ConvoKraft?   

Prashaanth:

Transformative Interactions:
Organizations use ConvoKraft to reshape customer interactions, providing tailored and dynamic experiences through its unique blend of code and no-code capabilities.

Context-Aware Conversations with NLU:
ConvoKraft's advanced Natural Language Understanding (NLU) elevates conversations, infusing intelligence and context awareness for a more personalized user experience.

Swift Adaptation to Customer Needs:
The platform's streamlined learning curve accelerates development, enabling organizations to quickly adapt to changing customer preferences and requirements. 

Collaborative Approach for Innovation:
ConvoKraft's adaptability fosters collaboration between citizen developers and programmers, creating an environment where diverse expertise contributes to innovative conversational solutions.

Data-Driven Conversations:
Integrating seamlessly with data sources, APIs, and services through Catalyst, ConvoKraft enhances customer experiences with data-driven insights, making interactions more insightful and versatile.

Q 8. Any bot development best practices that you'd like to share with our fellow developers?  

Prashaanth:

Absolutely. When it comes to building bots, it's important to follow some practices. Here are my recommendations:

1. Preparation Phase

Before you start building the bot, make sure you have a list of the interactions your customers might want with your bot.

2. Feasibility Evaluation

Evaluate the feasibility of each interaction, considering follow-up questions or actions.

3. Complex Business Logic

If any of the interactions involve business logic, check if your bot-building platform can handle it. Alternatively, see if it can connect with a compute engine that can perform these computations and provide the results back, to the bot platform. This will give you flexibility in creating your bot.

4. Comprehensive Bot Creation

Proceed with creating your bot by incorporating all actions. By doing this groundwork and identifying obstacles, you'll be able to streamline the development process and avoid future complications.

By following these steps, you'll be well prepared to build an efficient bot that anticipates user needs and ensures interactions.

Q 9. Solid advice! Looking ahead, any exciting plans or enhancements for ConvoKraft that developers and businesses can look forward to?

Prashaanth: Oh, we've got some exciting plans! Enabling users to build bots in one language and host them in different languages using a translation engine is in the works. This will make ConvoKraft more accessible globally. We're also diving into enabling bots to scrape information from FAQs and documentation, allowing them to provide more comprehensive responses. The platform also aims to have a gallery of industry-specific bots that users can customize and deploy, making the bot creation process more efficient. Exciting times ahead!

We hope you enjoyed reading this interview, where Prashaanth R shows how developers can reshape the way users interact with technology and set the stage for a future where conversational experiences are not just smart, but seamlessly integrated into our daily lives.

Stay tuned for more behind-the-scenes insights coming your way soon.