If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.
Chatbots on messenger - what's all the hype about?
You may have heard of a little thing called Facebook Messenger? Well it has 1.3 billion users*, so it's really not so little. In fact, it's huge! Messenger became its own app in 2014 when it was decoupled from the Facebook app. Messaging apps in general have astonishing popularity, making up six of the top ten apps globally**. With that large of a user base, it's no wonder businesses are hyped up about tapping into that revenue potential.
In 2016, Facebook launched a bot platform that allows organizations and individuals to develop and place their own chatbots on Messenger, and the race was on. Chatbots are artificial intelligence-enabled technology that emulate human conversation. They range in capabilities from simple chatbots that can converse based on narrowly defined topics, to more sophisticated bots that use machine learning to get smarter over time. There are now roughly 300,000 chatbots on Messenger.
Being able to put their own chatbots on Messenger was a potential game changer for companies, but only for ones with viable use cases. The success of a company's chatbot on Messenger depends on a variety of factors, such as customer demographics and the type of industry. Some business models just lend themselves more to chatbots than others.
Chatbots are typically successful at answering simple questions about topics like order delivery dates or store hours. They can provide responses from knowledge bases based on key words the customer uses, so some organizations use them as first-tier customer support. Chatbots on Messenger can also perform more sophisticated tasks like setting appointments, making product recommendations, and taking food orders, so they can also bump up sales conversion rates.
Examples of how some businesses are using chatbots on messenger.
A leading beauty products retailer has a useful chatbot on Messenger. When you initiate a conversation with this company, a bot greets you immediately and provides you with the options to make an appointment for a treatment, provide feedback about a store (chatbots can listen as well as converse!), or chat with a customer service agent. When you choose the last option, the chatbot asks for your email address, order number and the nature of your issue, thus gathering information so the agent is primed and ready to support the customer once they’re connected.
A popular pizza chain also has a chatbot on Messenger that can take your food order and perform other tasks. The chatbot greets you and tells you immediately that it's a bot, which is good chatbot etiquette (people want to know who or what they're talking to). Then you have the options to place an order, track an order, or connect with customer service. This company also has an app that you can use to place and track orders, which brings up a point of discussion - some think chatbots on Messenger will render some apps obsolete. Afterall, why download and access multiple apps when you can go to one place to take care of your business? Time will tell how this plays out.
These are two examples of businesses that have figured out how to make chatbots on Messenger work for them. Organizations that are considering this technology should do their due diligence and ensure they have a valid use case.
NICE can support your chatbots on messenger requirements.
NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. We have partnered with leading chatbot providers to provide our software clients with easily integrated chatbot solutions. Find out more about these capabilities here.
Chatbots in Action
Take a brief tour of how Messenger chatbots can streamline your customer service. Watch as they handle messages, automate tasks, and simplify your workflow—right in Messenger..
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.
Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.
Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.
