Neha Batra - ContactCenterWorld.com Blog
Chatbots are great. But they are not perfect. Chatbots have been glorified as the next coming of customer service. And why not. The thought of humans interacting with AI to get things done is sexy. Only problem is that level of tech, especially in AI, is not up there yet. I have no doubt we will get there soon. But we are not there yet.
So, when your chatbots get stuck and are not able to answer your customer queries, connect your FB messenger with Contact Center Solution and provide help from real agents. It works almost like a live web chat system, but over FB messenger and all the regular features like routing to agents, queuing etc. are available. So now, your customers can ask you questions using their FB messenger and your agents can answer their queries using your Contact Center Solution. All the advantages of using a full featured contact center solution exist like monitoring agent performance, setting disposition, getting screen pops etc.
You can use FB plugins and add the messenger support on your web pages. Your customers can also use the FB Messenger app on your mobiles.
For Ozonetel Communications, this is been a huge step to move from a cloud "telephony" company to a cloud "communication" company. We already support email and chat agents along with voice agents. Now we have made an entry into the social media space too.
Will also do a separate blog post on the technical challenges and issues faced so far while working with Facebook Messenger API.
Publish Date: December 12, 2017 10:01 AM