![]() This works well for users who no longer wish to continue chatting. They also give other options, such as email or phone communication. The best bots will not only escalate to a live agent. Instead of customers being forced to restate their issues… the human agent gets a detailed context of every escalated chat so they can offer immediate help. This capability is possible for bots integrated with a back-end knowledge base and CRM. This includes specific trigger keywords that give subscribers direct live support from a real human. What’s cool is that NLP makes it possible for immediate, seamless escalation of issues. It can hurt CX and brand reputation if customers are “left hanging” for too long. Many bots have a problem making complex escalations. The best Facebook Messenger chatbots won’t force a frustrated customer to restate their issues… Let alone, having them connect to a different channel. This way, bots can escalate those problems fast and quickly without frustrating customers. They can sense complex problems beyond their scope. Nope, the smartest bots understand customer sentiment. The best bots don’t make customers go “round in circles”. Users with complex problems need to take to fellow humans. While AI-powered chatbots can answer any FAQ you can think of, bots do get “stuck” sometimes. The best Facebook Messenger chatbots are also capable of escalating questions to real support agents. Seamless Escalation to a Real Live Chat agent For instance, instead of responding bluntly to an FAQ… they will include phrases like “I am sorry” when they sense a frustrating problem such as a flight cancellation inquiry. They can sense a user’s mood/feelings and adjust responses accordingly. The best bots have simulated emotional intelligence. Unlike typical bots, the best Facebook chatbots keep attracting repeat usage. They have a wide variety of response options for users to select, depending on factors like intent and responses. The best messenger bots incorporate randomized and automatic pass-through responses eliminating robotic-sounding conversations. These bots can apply AI to complex multi-stage dialogue.Ĭhatbots which offer repetitive one-word responses are annoying. They have a better capacity to offer more human-sounding responses than typical bots. The bots can learn directly from interactions, a live agent’s actions and responses to different situations. NLP is the reason why the best Facebook Messenger chatbots can offer the most relevant and accurate answers. Then, it can use those patterns to make decisions linked to previous actions. Machine learning makes it possible for bots to identify patterns in datasets. Basically, adding the human touch to conversations. NLP makes it possible to train your bot to respond to related questions and keywords… instead of individual phrases and questions. NLP allows your Messenger bots to understand natural language patterns and derive intent. If you’re able, integrate your chatbot with NLP ( DialogFlow ). While the 2 technologies can work on their own, they deliver an unmatched chatbot experience. The best Facebook chatbots use 2 leading AI technologies machine learning and NLP. This tech must be integrated into your bot to stand out with a functional purpose. ![]() It’s not enough for a Facebook chatbot to use trigger keywords anymore. Here’s what’s common about the best Facebook Messenger chatbots today: Features Of The Best Facebook Messenger Chatbots Unmatched NLP integration That said, not all Facebook Messenger chatbots are great… But, the ones that tower above the rest do have some common features. It’s this (and more) that makes Messenger a crucial part of any marketing strategy today. So, it’s no wonder FB’s bots can deliver 80%+ better engagement than other channels, like email. Especially when integrated given tech like AI… As these work best with big data, something that Facebook has in plenty. ![]() And so, Facebook’s chatbots had an outright advantage over other bots. These bots were facilitating over 8 billion messages between customers and businesses monthly! Amazing, right? One of the main reasons why chatbots became so popular was their ability to leverage FB’s 2 billion+ MAU. 2 years later, in 2018, there were 300,000+ active Facebook Messenger chatbots already. See, Messenger bots launched in Spring 2016. So, what makes and breaks the best Facebook Messenger chatbots out there? In this article, you discover common themes great chatbots share.
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