Thursday, July 27th, 2017 | 3 min read
Today, we’re excited to announce a new era of automated conversational experiences via Facebook Messenger. Sprinklr will be helping a global cosmetics company implement Facebook’s handover protocol in Messenger.
With Facebook’s handover protocol, businesses can create multiple experiences within a single bot. Brands will be able to easily move customers from an automated bot to a one-to-one conversation in Messenger. This will allow companies to improve the way they manage customer experiences by tracking which messages were handled by a bot, which were sent to a customer care agent, and how long it took for an agent to respond.
Through the handover protocol, business messaging platform Assist will help evaluate messages from the cosmetics company’s customers to see if a bot can respond. If a bot can’t respond, the message will be passed along to Sprinklr’s platform and routed to the correct live agent.
Handover protocol was first announced in April at F8, Facebook’s developer conference, and since then Sprinklr has been exploring the capability as part of a closed beta.
In the not-so-distant past, it was a small thrill to call a company’s customer service line and describe your issue (in just a few words, of course) to an automated voice. The voice on the other line didn’t always understand, but there was something unmistakably futuristic about the experience – at least for a little while.
Now the thrill of talking to a robot has worn off, as we’ve moved into the era of chatting with customer service bots by typing on our phones or computers. It’s a similarly futuristic feeling, but there are certain questions that still require a human touch.
Customer care bots, while helpful, aren’t always suited to answer more nuanced requests. And there are times when it’d be much more helpful – and efficient – to speak with a real human being. Many companies have tried to bridge the gap by engaging customers with bots and humans, but the two systems are typically disconnected, and thus have no visibility into each other. This can lead to a disjointed and decidedly unhelpful customer experience.
With more than 1.2 billion monthly active people and over 100,000 bots on the platform, Messenger has the potential to greatly impact the way brands manage customer care, marketing, research and more.
In the coming months, Sprinklr is looking forward to expanding our bot capabilities on Messenger, so that any business can take advantage of new innovations for improving customer experiences.
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