We think you should message a business just the way you would message a friend — Mark Zuckerberg.
Bots, simple computer programs used to perform tasks & engage with individuals, are at the forefront of customer engagement. As Mark Zuckerberg echoes, business will need to reinvent themselves to stay competitive, drive growth amidst a more global demand and increase business efficiencies to beat out the competition. With Facebook’s recent introduction of Discovery Tab in Facebook Messenger and the openness of the internet has given consumers more power and choices, a greater voice and the ability to interact directly with brands and corporations. Consumers are reaching directly to companies for brand advocacy, support and also negative feedback. How can enterprises cope with the growing usage of social media and many different channels to interact with their customers all over the world?
The New Frontier Of Customer Engagement
What is a bot?
For those of you new to this, let me explain what a bot is and where do they live. Skip over this section if you have read my previous blog post.
A bot is software designed to automate tasks such as making a reservation, adding a calendar appointment, purchasing a product, distributing content, providing customer service or sending coupons. Bots are designed to create a “conversation” that simulates chatting with a human. Artificial Intelligence and Natural Language Processing systems are used to make a bot facilitate a more “natural” conversation between the machine and a human.
Where do bots live in?
Bots live primarily in messaging apps, on websites and mobile app, and IoT devices (Alexa, Google Home) which often is built around a conversational interface. As Facebook and other messaging platforms are launching their own bot store and discover bot platforms, consumer brands should take advantage of these channels to create business opportunities, branding outreach and consumer engagement vehicles.