Thursday, February 22, 2024

Fb Messenger codes and the bot future?


Heathrow airport safety really need your suggestions.  As soon as passengers have completed the safety screening course of they’re requested for suggestions and given a dizzying array of choices together with cellphone, Fb, Fb Messenger (by way of scannable code), Emoticon face button and even by way of writing utilizing the envelopes supplied on the decrease left!

Heathrow airport security Facebook Messenger feedback options
Heathrow airport safety – suggestions choices

I believed the Fb Messenger shortcode was fascinating because it’s the primary time that I can recall seeing one used ‘within the wild.’  In 2016 there was a whole lot of dialog about chatbots and Messenger options, however it has been slower to take off than folks maybe initially anticipated.

I feel there are two key challenges round Messenger adoption:

1) Discovery – nearly all of folks do not appear to understand methods to discover a Messenger profile / bot so as to work together with it (that is from anecdotal analysis reasonably than by way of any official analysis – however I problem anybody outdoors of San Francisco to seek out greater than a handful of mates who know methods to get to a Fb chatbot…)  The reality is that it is remarkably simple as soon as you understand how – message by way of a Fb Web page and also you get a response by way of Messenger OR simply seek for the corporate in Messenger such as you would a good friend OR scan a Messenger quick code.

….which leads me onto:

2) Use instances – I consider that the important thing use case for Fb Messenger will probably be customer support.  It is a extra private (and personal) type of neighborhood administration that sees the neighborhood managers function transfer from public area to personal area and grow to be extra akin to a name centre.  Moreover, the important thing function for bots is as an FAQ answer – responding to straightforward questions (‘what time do you open?’, ‘do you could have a children menu?’, ‘do you provide non-smoking rooms?’ and so forth) by way of tapping into simply databased info reasonably than bots being an interactive / free type type of synthetic good friend to speak to.  Additional down the road bots might grow to be extra emotionally conscious and capable of maintain correct conversations however for the second I feel the perfect and most widespread use will probably be for customer support round customary questions.

So what does this all imply?  3 predictions:

1) The necessity to promote a Messenger deal with will increase.  In the identical method that advertisers used to run fan recruitment promoting to develop their Fb fan bases, (rightly or wrongly) I consider there will probably be an explosion in ‘Add us on Messenger promoting’ in 2017.  We can even begin to see Messenger shortcodes used an increasing number of often by manufacturers.

2) Because the ‘Messenger for advertisers’ hype dies down in 2017, I consider the function for Messenger within the promoting system will grow to be focussed round customer support and it will play out between neighborhood administration and the decision centre.

3) Usually the best and broadly used bots (at the very least for the foreseeable future) is not going to be discovered providing ‘conversational commerce’, however will probably be discovered providing fast and straightforward solutions to clients most often requested questions.

As at all times, let me know within the feedback in the event you agree or disagree!

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