customer service Tag

Facebook’s New Chatbots Seek to Connect Customers and Businesses

social chatThis week, Facebook announced the launch of their new Chatbots among many other features that they are expecting to bring out in the future. The idea of these Chatbots is that they would be convenient ways for people to access information on Facebook in the way that Siri helps people using Apple devices. This would also allow the spread of customer service from different companies without having to use real employees.

 

The Chatbot feature is new to Facebook although many other websites have been using these for a variety of different functions. Facebook’s plan is to actually use these bots to communicate with Facebook users and make things easier. Facebook users can ask bots about the weather and for information on different things. For example, the Chatbot for CNN’s Facebook page would be able to pull up specific articles that users might be interested in seeing.

 

While the idea is good, these Chatbots still have a long way to go. Users have complained about these buggy bots citing problems with making them understand anything that they are asking. In many cases, people have been having a lot of difficulty communicating their needs in words that the bots can actually understand. The answers that bots give seem to be fairly unnatural as well.

 

The eventual goal would be that these bots would be unidentifiable as bots so that companies could use them for general customer service needs. Already, people can use these bots to make purchases and complete orders. This can save companies money in the long run since they won’t have to waste a real customer service agent’s time with simple questions. The bots could easily answer simple customer service questions once they learn a little more about human language.

 

Before anything more happens with these bots, they’re going to need a bit more development. Hopefully as the bots learn and start to echo normal conversation better, they will be able to interact on a much different level. Facebook will be working on their Chatbots in the future to make these bots into a convenient way of getting the service you need.