CX Spotlight by Fifth Quadrant

Facebook Messenger Chatbots Redefining Customer Service

There are 900+ million Messenger users worldwide

There were 11K chatbots using Messenger as of mid May 2016

The lines between human and machine are blurring and the next evolution of the machine is on the horizon - chatbots are computer programs that incorporate advanced artificial intelligence (AI) techniques to mimic a human interaction. You’ve likely already encountered a chatbot perhaps on a recent call or live help, text support session with a company for online customer service, support or assistance. Facebook has integrated chatbot technology into Messenger, and if you’re wondering why it’s been a really big deal and causing ripples worldwide, it’s because it is now in a position start changing the way small and medium business interact with customers.

Topics: Customer experience facebook IT customer service CX

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