Conversational AI and
Facebook Messenger
For some time now, Facebook has been the most used social platform we all know. Even when new and more trendy social media platforms have come along, Facebook is still one of the leading messaging platforms in the U.S. with over 2 million monthly downloads and more than 900 monthly active users, making it also the fastest growing app in the region.
Facebook Messenger was created with one clear goal: bring brands and users closer together. Ever since its creation, the platform have help in creating a more loyal and tight relationship between companies using Virtual Assistants and their clients. Today, Facebook Messenger handles over 8 billion messages between brand and users a day.
The success of companies using a Virtual Assistant on Facebook Messenger is no mystery, they have chosen to be where their clients are, simple as that. Today people are busy, every day running everywhere, with one powerful tool in their hands to do everything they need: their phones. People today doesn’t tend to go on a website unless they need to, or have the time for, and sometimes it is a lot easier to use the apps they already know how to use.
Facebook Messenger will connect everyone on Facebook through chat, so why not bring your company there too? Establishing your brand in an environment your potential clients already know will make them feel more safe and welcome. Bringing a Virtual Assistant to your clients hands will only increase their confidence, and make them feel more comfortable when it comes to ask for help.
Bringing your Virtual Agent to Facebook Messenger will reduce incredible costs for your company, today for users is impossible to wait, and automating your more frequent questions and giving your clients the possibilities to communicate with you over their phones, will also increase the way they and their friends see your brand.
Benefits
Save money and time.
Automating your more frequent questions will save you money, and your users time. Today nobody wants to be waiting, life moves fast and quick. If you realize you get the same questions too often on your customer service number, automating them will increase the response per issue, and your users will be happy for their fast resolution.
A more personalized attention.
The data that the Virtual Agent will save, will help in the future to make your client user experience much more enjoyable. The VA will be able to recommend items to your users based on their search behaviour, or even remind them to buy a present if they did so the year before.
Handle multiple transactions.
As well as responding quick to your users issues, using a Virtual Agent on Facebook will help your brand to handle more transactions in less time. If your clients are unsure about something before finishing their purchase, they can ask your VA and go straight into the checkout page!
Reach your audience directly.
With Facebook Messenger and a Virtual Assistant made with Conversational AI you can answer and send messages to your users. If you need to send a message to everyone, you can be right in their phones. Studies show that nowadays, people are 3.5 times more likely to open a Facebook Message than an Email. With a Virtual Assistant you can be sure your users are reading what you have to say!
Useful and 24/7 customer care.
One of the most annoying things today is when you need assistance but it’s after hours! Using a Virtual Assistant on Facebook Messenger today means that office hours are no longer a problem. The VA will be able to help you at any time, in any day! This help to solve problems during weekend or overnight, giving your users a fast and adequate attention at the time of their need.
You can use a Virtual Assistant on Facebook Messenger for any field out there, and Conversational AI can help you create it for whatever need you have. Here are some situations in different fields where having a VA on Facebook Messenger seems like a good idea.
Uses cases
Conversational AI can be used in absolutely any industry, and for things you wouldn’t even imagine! Here
are some use cases, but the opportunities with Conversational AI are endless!
A student needs to check their balance before going into a shop to make a purchase because they’re unsure about how much money they have. The bank app isn’t working properly because is the end of the month and many users are trying to make transactions in it, so the student goes into Facebook Messenger, searches the bank and ask the Virtual Agent for their balance. After a security process, the VA is able to tell them their check balance quickly.
Healthcare
A pregnant woman is in a hurry to get to her appointment at the clinic. She needs to find out in which floor her appointment will be but her hands are all full with things and can only see her phone. She goes quickly into Facebook Messenger since is already installed and was using it before to chat with her husband. She searches the clinic name and quickly ask the Virtual Assistant about her appointment. After a security process, the VA delivers the information the woman needs in a matter of minutes, leaving her enough time to get to the clinic and go to the correct floor.
Telecom
An user of the telecom industry has a plan with unlimited social media and a certain amount of minutes for calling. Their minutes runs out so they need to top up his phone account. To do so, they can’t call or go on a website, so they go on Facebook Messenger and search for the Virtual Assistant (created with Conversational AI). They ask the VA for a top up, and it ask how much money they need, the user answers and the VA proceeds to charge the amount to the user. Seconds later the user gets a text message saying his account has been topped up so they can know call with no problems.
Consumer Products
A company employee needs to check if their holidays have been approved yet, but their phone is about to die and doesn’t have time to log into the company website to check. They go on their already installed Facebook Messenger App and search for the Company Facebook Page to chat with the Virtual Assistant created with Conversational AI, the VA will welcome them to the chat and after the user ask about their holidays and the VA will tell them if they are approved, pending or rejected right away.
Insurance
Traveler who is backpacking throughout South America has some health issues and need to call his travel insurance company. As they’re in a foreign country, they don’t have a phone to call, which is why they go on wifi and though Facebook Messenger they contact the Insurance Company Virtual Agent that was made with Conversational AI. The VA asks what’s up, and the user tells it the issues they’re having. According to what it heard, the VA advise the user on further steps, and checks on they to see if everything is going ok.
Travel
A user needs to find their itinerary for their flight. They’re at the airport and doesn’t have any internet connection apart form a social media package. They go on Facebook Messenger, type in the Airline name and get to chat with their Virtual Agent. The VA ask the required information to the user and send them their itinerary on the same platform.
Today Instagram has more than 1 billion monthly active users globally. Everyday more users browse this channel to find information about products and services, as well as to make purchases, so it has become an essential showcase for brands.
Boost your conversational experience giving your costumer the attention they need 24/7, answer any question about your product or service and show them what’s new in your business.
Elevate the conversational experience with WhatsApp Business. Conversational AI uses WhatsApp Business to makes interacting with customers easier by providing tools to automate, sort and quickly respond to messages.
Several customers use WhatsApp-Conversational AI already with millions of interactions. There are hundreds of transactional use cases such as bill download, balance recharge, real-time flight information, and more.
Cognitive Contact Center
Call Center represents one of the channels with the highest number of interactions with customers and is estimated to be the preferred channel for customer service in the coming years. Operation E in Call Center is one of the biggest expenses, even with a decreasing trend driven by operational improvements.
Adding a Virtual Agent to the Call Center, you can transform it into a Cognitive Contact Center and make your channel more efficient, reliable and resilient.
Facebook Messenger
According to Facebook, “more than 20 billion messages are sent between people and businesses every month by Messenger.” With Conversational AI you can automatize most of the customer’s queries from Messenger, saving your team time to answer repeatedly the same questions and offering a better experience for your customer.
Web
Users constantly have doubts about a service or purchase process or need support from the website. Having a webchat with Conversational AI as a customer support tool will solve their doubts instantly, without having to resort to another channel, and will positively influence the shopping experience, customer loyalty and business sales.
In fact, Forrester says that site visitors who use webchat are 2.8 times more likely to finish their purchase than those who don’t.
Google Home
This revolutionary channel is a native place for virtual assistants. You are probably wondering how to use these small devices for your business; here we explain some of the benefits.
Microsoft Teams
Having Conversational AI in Microsoft Teams is a powerful workspace tool for your employees. In a centralized place, they will be able to ask a virtual assistant about valuable information about the company, inquire about its benefits and obtain support from the technical area and much more.
App Chat
Having Conversational AI as a virtual assistant within the app will allow users to have quick assistance in case they need it, without jumping to any other channel. You can also identify your customers to proactively deliver personalized sales and, in this way, increase loyalty in the use of the app and the business.
