Facebook is Aiming to make its cryptocurrency Libra customer friendly when it will be arriving, next year,
Facebook has got a startup called ServiceFriend that builds Artificial Intelligence (AI)-driven bots for messaging apps, to help the customer service team.
the news was first officially announced in the israel, after one of its investors Roberto Singler, Alerted local publication.
The Israel-based startup is known for building “Hybrid Bot Architecture” – an approach that offers the enterprise the scalability of a bot with the intelligence, comprehension, and empathy of a human.
A Facebook spokesperson told PakPeek. “We acquire smaller tech companies from time to time. We don’t always discuss our plans,”
Even though Facebook isn’t specifying what they will be working on, the most obvious area will be in building a bot — or more likely, a network of bots.
For the customer service layer for the Calibra digital wallet that Facebook is developing,
The spokesman has also said that “Facebook’s plan is to build a range of financial services for people to use Calibra to pay out and receive Libra. As for example, to send money to contacts, pay bills, top-up their phones, buy things and more,”
Servicefriend has been deployed by leading enterprises around the world. By using a hybrid bot for Messenger from Servicefriend to provide meaningful and efficient customer service,
Globe Telecom successfully increased employee productivity by 3.5 times and reduced calls to its hotline by 50 percent.
With Servicefriend, the bot is always the front end, and every conversation receives the same branded, consistent and cohesive experience.
The new digital wallet for ‘Libra’ currency would be available in Facebook Messenger, WhatsApp and as a stand-alone app in 2020.
Facebook has tied up with 27 organizations around the world to start the non-profit Libra Association to create the new currency.
It should be noted that the hybrid bot was able to bring the agent hours down to under 20 hours for each 1,000 customer interactions.
Plus Bots have always been a problematic area for Facebook, In 2015 the company launched a personal assistant called M and in 2016 Bot let users talk to businesses on messenger.
Although, In reality, it was as if that nothing really worked as well as what they promised, and in some cases worked significantly worse than whatever services they aimed to replace.
For the company of Facebook, getting its customer service on Calibra right can help it build and expand its credibility.
note: Another most important area where Servicefriend has build services is in using customer service as a marketing channel.
Getting it wrong could mean issues not just with customers, but with partners and possibly regulators.