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.
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