Every technology platform hopes to gain something in this area. This is why Facebook really wants to seize this opportunity.
Facebook’s Messenger recently reached 1.2 billion users, making it the world's largest user of information apps (plus the acquisition of Whatsapp, you can imagine this huge number of users). For Facebook, there is a huge potential business opportunity: get all the dialogue between brands and consumers. The number of users and the developer community are growing, but there are still several key areas that require significant improvement.
Facebook's strategy is very straightforward: gaining communication channels between brands and consumers (whether human or chat robots, or a combination of both) means that companies can spend a lot of money on customer service interactions, and they can also see To a lot of returns (such as sales increase, repositioning, branding, etc.). Facebook hopes to make these interactions more seamless, increase the platform's activities and, of course, make money.
For example, David Marcus announced at the F8 conference this year that Facebook Messenger will launch an expansion of timely responses in the United States. For example, chat bots can get information from the restaurant's homepage or Facebook page, and use Messenger to answer customer's frequently asked questions. Facebook can also get more data immediately than before, help restaurants advertise their potential customers more effectively, and even better target customers who communicate with chat bots.
At the F8 conference, Facebook also released the Messenger Platform 2.0. It is worth noting that they have launched a long-awaited news discovery mechanism. There are also some new chat extensions that allow users to run other applications in Messenger so that Facebook's smart assistant M can perform more operations with a small amount of work.
All in all, Facebook has introduced a variety of product features to make the user experience better, let developers better understand user behavior, and provide personalized experience on the platform and device. In addition, Facebook is constantly introducing new ways to enable companies to automate dialogue with customers through the advancement of automatic language processing (NLP) and AI.
So what is Facebook missing now?
1. WhatsApp API
WhatsApp does not yet have official APIs for chatbots. With the latest update of WhatsApp for Business, it is clear that this official API is also coming soon, but it is unclear what content will be released and whether there will be two separate APIs (one each for Messenger and WatsApp).
2. Focus on bot analysis
So far, bot developers have only very basic analysis (such as the number of users, demographics, usage, and number of messages), but what we need are robot-specific metrics such as emotions, channel analysis, success rate, and push analysis. This will help developers make better chat bots, improve the user experience, and ultimately produce more and more beneficial impact.
3. Communicating with developers
Perhaps the most frustrating problem is that it is very difficult to keep in touch with Facebook, which is ironic for the company that built the world's largest communications platform. Building prototypes, accepting all the shortcomings of the platform and acquiring customers one by one, there is still no simplified way to report Messenger application errors or related issues and track the progress of the repair. Facebook's developer relationship strategy is the best patch, and if they want to see the chat bots on the platform, they have to improve in this area.
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