AsiaIndustrial NetNews: ChatrobotVarious attacks. According to Twilio, text messaging is the most preferred customer service channel for U.S. consumers. Gartner says that by 2020, 85% of customer interactions will require no human effort; companies in this space have raised a total of $24 billion so far, which will accelerate innovation and the sophistication of chatbots.
Every tech platform wants to get something out of this, which is why Facebook is so keen to seize this opportunity.
Facebook’s Messenger recently hit 1.2 billion users, making it the world’s most-used messaging app (and you can imagine the sheer number of users with the acquisition of Whatsapp). For Facebook, there’s a huge potential business opportunity: access to all the conversations between brands and consumers. The number of users and the developer community is growing, but there are still several key areas that need a lot of improvement.
Facebook’s strategy is pretty straightforward: Get a channel of communication between brands and consumers (whether human, chatbot, or a combination of the two), which means allowing companies to spend a lot of money on customer service interactions, and also see To many returns (such as increased sales, repositioning, branding, etc.). Facebook wants to make these interactions more seamless, increase activity on the platform and, of course, make money.
For example, David Marcus announced at this year’s F8 conference that Facebook Messenger will launch an extension of timely responses in the United States. For example, chatbots can get information from a restaurant’s homepage or Facebook page and answer customers’ frequently asked questions through Messenger. Facebook can also instantly have access to more data than ever before, helping restaurants more effectively advertise to potential customers and even better target customers who communicate with chatbots.
At the F8 conference, Facebook also announced Messenger Platform 2.0. Notably, they introduced a long-awaited news discovery mechanism. There are also new chat extensions that let users run other apps in Messenger, so Facebook’s smart assistant M can do more with less work.
All in all, Facebook has rolled out a variety of product features to make the user experience better, allow developers to better understand user behavior, and deliver personalized experiences across platforms and devices.In addition, Facebook is constantly introducing new ways to enable businesses to advance through automatic language processing (NLP) and AIautomationTalk to customers.
So what is Facebook missing right now?
1. WhatsApp API
WhatsApp doesn’t have an official API for chatbots yet. With the latest update to WhatsApp for Business, it’s clear that this official API is coming, but it’s unclear what will be released and whether there will be two separate APIs (one each for Messenger and WatsApp).
2.Focus on bot (robot) analysis
So far, bot developers have only had very basic analytics (like number of users, demographics, usage, number of messages), but what we need are bot-specific metrics like sentiment, funnel analytics, success rate, and rollout analytics. This will help developers make better chatbots, improve user experience, and ultimately have more and more beneficial impact.
3.Communicate with developers
Perhaps the most frustrating problem is this: Keeping in touch with Facebook is difficult, ironic for the company that built the world’s largest communications platform. Build a prototype, embrace all the shortcomings of the platform, acquire customers one by one, and still have no streamlined way to report Messenger app bugs or related issues and track the progress of fixes. Facebook’s developer relations strategy is the best patch, and if they want to see chatbot fire on the platform, they’ll have to improve on that.
The Links: SGDR-EA1400N 6AV2124-0GC13-0AX0