Facebook seems to be heralding a new age of customer service with their recent announcements coming out of their big conference. Bots will be available for Facebook Messenger to help ease the transition of customer service to their channel. Were they satisfied with just becoming another channel in an omni-channel customer service strategy? No. They are interested in becoming THE channel.
Contact centers better prepare for this!
Fortunately, integrations have already been completed. For example, Skype for Business contact center provider Clarity Connect is capturing the flow of Facebook Messenger chats in their normal streams. Virtual Observer's Workforce Optimization solution provider, previously integrated with Clarity, can allow for these Facebook Messenger interactions to be recorded, played back, evaluated, trained on, analyzed and archived.
In essence, a new era of social quality monitoring has begun.
You're going to want to evaluate the bots' performance. Artifical Intelligence has been known to be a little quirky. Ask Microsoft.
Subscribe to:
Post Comments (Atom)
Popular Posts
-
The Dashboard Analytics feature set available in Virtual Observer 4.0 has many benefits for today's busy contact center: Gain real... -
1) “Treat people as if they were what they ought to be and you help them become what they are capable of becoming” - Johann Wolfgang von Goe...
-
I actually found two articles related to Netflix 's customer service operation. The gist is that they have removed email-based customer ...
-
Inside CSI: In this edition of "Inside CSI", I am pleased to provide you with a few glimpses into a key member of our Support and ...
-
From the Zendesk Blog : In 1972, a simple video game mesmerized players around the world: Pong. Despite its rudimentary black-and-white ...
-
By and large, nonprofit organizations depend on a different set of motivations to stay afloat than those in the private sector do — i.e. ...
-
In selecting good partner candidates, we have to be extremely particular. We want to make sure that the relationship will be mutually benef...
-
The contact center and unified communications (UC) markets have undergone a major market consolidation, dramatically reducing the number o...
-
I use this great new feature in Internet Explorer 7's tabbed browsing (of course Firefox did it first) - it allows you to store groups...
-
In the last few months, we've been getting a lot of Nortel inquiries. We're not sure why we're seeing this more frequently - bu...
No comments:
Post a Comment