Hello Customer Care Agent! Facebook’s Bots on Messenger Will Take Your Job

If you are a customer care agents in one of the many call centres across the world, then be very afraid. Mark Zukerberg and his army of chat bot developers are ready to make you jobless.

At the F8 Conference, Facebook [NASDAQ: FB] has finally shipped its much awaited chat bot for Messenger called ‘chat bot on Messenger‘. The bot allows companies, businesses and brands to communicate with customers real time without any human input. How is this possible?

Facebook has made it seamless like any typical DIY product. You simply write the questions majorly from frequently asked questions that your customers are used to asking.

Messenger Users
Source: facebook

The software is powered by AI and natural language processing codes to use predefined questions and answers by humans to interact in real time with customers using SMS, videos, images and other file formats.

In case I can’t explain it better, hear what Facebook has to say:

“Today, we’re launching the Messenger Platform (beta), making it possible for developers to connect with the more than 900 million people around the world who use Messenger every month. You can read more about the announcement in today’s Facebook Newsroom post.

Bots for Messenger are for anyone who’s trying to reach people on mobile – no matter how big or small your company or idea is, or what problem you’re trying to solve. Whether you’re building apps or experiences to share weather updates, confirm reservations at a hotel, or send receipts from a recent purchase, bots make it possible for you to be more personal, more proactive, and more streamlined in the way that you interact with people.

Starting today, all developers and businesses will be able to build bots for Messenger, and then submit them for review. We will gradually accept and approve submissions to ensure the best experiences for everyone on Messenger. We’re putting people first with new guidelines, policies and controls to offer the best interactions we possibly can.”

For companies who wants to customise their own bots, Facebook allows developers to use its language processing interface start-up called Wit.ai. To get this properly customised, a developer can then feed feed the Bot Engine similar interactions, the bot will then on its own learn and adapt how it will handle subsequent interaction.

Facebook is not the only one on the race to make a mole hill out of a chat bot. Microsoft recently unleashed Tay, a Twitter chat bot which went rogue. If Facebook succeeds with bots on Messenger, it might extend it to WhatsApp, monetise it and create newer features. For instance this bot can be used by Forex traders, stock traders and investment experts to get insights on what to hold, buy or sell if the bot can be fed into an algorithm trading system.

As for the adoption of bot on Messenger, many business especially SMEs would try it out, its success would spell doom for many replaceable chat heads at call centres.

Featured image: focusservices.wordpress.com