Facebook Messenger has exceeded one million active users every month becoming, after Whatsapp, one of the most widely used instant messaging channels in the world.
By implementing the Ellysse chatbot within Messenger, a new scenario is created out of automated and instant digital conversations between customer and brand, for better and simplified customer care management. The solution, natively integrated with the “Contact” customer service management software, provides a mix between free conversations managed by the chatbot, guided and automatic answers via buttons / carousel menus and the possibility of talking with a human operator.
The main advantage for the user is found in the availability h24 that these virtual assistants are able to guarantee, in quickly managing recurring requests and that are usually made in traditional chats or by phone. To interact with the chatbot there is no need to download or install plug-ins, but it is sufficient to authorize Facebook to process the credentials and start the chat.
The chatbot, expertly trained through active learning procedures, supported by powerful machine learning and NLP engines, covers the role of supporting the real agent in carrying out engagement activities, marketing automation, registration of reservations, registrations, management of appointments, sending contents etc …
All companies with a Facebook profile, belonging to any industry sector, through the implementation of the chatbot within their contact center, for the management of requests from Facebook Messenger, can have savings in terms of operating costs and enjoy an improvement in the efficiency of providing its services to the customer.
