{"id":113669,"date":"2016-04-27T14:00:00","date_gmt":"2016-04-27T19:00:00","guid":{"rendered":"https:\/\/www.dacgroup.com\/facebooks-bots-for-messenger-will-help-businesses-communicate-directly-with-customers\/"},"modified":"2024-12-21T05:55:20","modified_gmt":"2024-12-21T10:55:20","slug":"facebooks-bots-for-messenger-will-help-businesses-communicate-directly-with-customers","status":"publish","type":"post","link":"https:\/\/www.dacgroup.com\/en-gb\/insights\/blog\/strategy\/facebooks-bots-for-messenger-will-help-businesses-communicate-directly-with-customers\/","title":{"rendered":"Facebook\u2019s Bots for Messenger will help businesses \u201ccommunicate directly\u201d with customers"},"content":{"rendered":"<p><a href=\"http:\/\/www.cnbc.com\/2015\/04\/28\/facebook-messenger-now-has-video-calling-in-app.html\">Via<\/a><\/p>\n<p>At its F8 developer conference last week, Facebook announced the launch of Bots for Messenger, designed to help businesses communicate more easily with their customers.<\/p>\n<p>Mark Zuckerberg led the reveal, saying&#8230; \u201c<em>Now that Messenger has scaled, we\u2019re starting to develop ecosystems around it. The first thing we\u2019re doing is exploring is how you can all communicate with businesses&#8230;I\u2019ve never met anyone who likes calling a business, and no one wants to have to install a new app for every service or business they want to interact with&#8230;We think you should just be able to message a business, just as you would a friend. You should get quick response and it shouldn\u2019t take your full attention like a call would.\u201d<\/em> The new Messenger platform will be powered by artificial intelligence (AI), so that businesses can build natural language services, enabling them to communicate directly with their customers. With 900 million monthly users on Messenger, the potential is immense, creating exciting opportunities for businesses. Within just a few days of the update launching, a number of developers have leapt onboard, with some high profile brands going live with their bots already. Among them, <strong>CNN<\/strong> has launched a personalised news app which sends users a daily digest of stories via Messenger, through which readers can request information on a particular topic they are interested in learning more about. CNN has designed its bot to have a conversational response, using personal pronouns. <strong>Techcrunch<\/strong> has also announced the launch of a personalised news recommendations bot, which is also able to answer questions. <strong>KLM<\/strong> has gone live with a bot which offers customers the chance to receive their flight documentation via the Messenger app. This includes booking confirmation, check-in notification, boarding pass and flight status updates, all via Messenger. The idea is this will make travel information easy to find, in a single place. <strong>HP<\/strong> has built a tool which lets users print their photos, documents and files to any connected HP printer. Once a user sends a photo, the bot responds conversationally with something like, &#8220;Hey, nice photo,&#8221; and gives printing options. <strong>Great Western Railway<\/strong> is also developing a tool to communicate with customers via Messenger, making the line of communication easier during busy times particularly. The complete \u2018<a href=\"https:\/\/botlist.co\/bots\/filter?category=&amp;platform=13&amp;page=1\">botlist\u2019 can be viewed here<\/a> in the Messenger Bot store.<\/p>\n<h2><strong>What does this mean for businesses?<\/strong><\/h2>\n<section data-role=\"forward-email-subscription-container\" class=\"full-width w-100 d-flex justify-content-center align-items-center bg-c7f2b3\">\n    \n    <div class=\"max-w-1400 w-100 form\">\n        <div class=\"text-content-container\">\n            <h2>\n                Stay Forward            <\/h2>\n            <p class=\"subtitle\">\n                Get exclusive insights into digital <br class=\"d-none d-lg-block\">media's top-trending topics delivered<br class=\"d-none d-lg-block\"> directly to your inbox.            <\/p>\n        <\/div>\n\n        <div data-role=\"form-group\">\n            <div class=\"d-flex flex-column w-100\">\n                <form data-forward-email-form class='custom-hubspot-form' id='hubspot_form_69f791fb6125a'>\n    <div class='d-flex input'>\n        <input type='email' class='form-control me-2 input' placeholder='Email address' aria-label='Email' name='email' required>\n        <button type='submit' class='btn_primary-filled_white'>Submit\n<\/button>\n    <\/div>\n    <p class='hubspot-status'><\/p>\n<\/form>\n<script>\njQuery(document).ready(function($) {\n    var form = $('#hubspot_form_69f791fb6125a');\n    form.on('submit', function(event) {\n        event.preventDefault();\n\n        \/\/ Get email input value\n        var emailInput = form.find('input[name=\"email\"]');\n        var email = emailInput.val().trim();\n\n        \/\/ Required HubSpot fields\n        var portalId = '5408011';\n        var formId = 'cafa8eb8-dd43-46cc-bec7-9f87e85b1bdb';\n\n        \/\/ Prepare the data payload\n        var data = {\n            fields: [\n                {\n                    name: 'email',\n                    value: email\n                }\n            ],\n            context: {\n                pageUri: window.location.href,\n                pageName: document.title\n            },\n            submittedAt: new Date().getTime()\n        };\n\n        \/\/ Get the status element for this form\n        var statusElement = form.siblings('.forward-email-status-container');\n\n        \/\/ Send the data to HubSpot\n        fetch('https:\/\/api.hsforms.com\/submissions\/v3\/integration\/submit\/5408011\/cafa8eb8-dd43-46cc-bec7-9f87e85b1bdb', {\n            method: 'POST',\n            headers: {\n                'Content-Type': 'application\/json'\n            },\n            body: JSON.stringify(data)\n        })\n        .then(response => {\n            if (response.ok) {\n                if(statusElement) {\n                    statusElement.text('Thanks for Subscribing!');\n                    statusElement.css('color', 'green');\n                }\n\n                var userInfo = JSON.parse(localStorage.getItem('userInfo'));\n                if (userInfo) {\n                    userInfo.event = 'Form_submit';\n                    userInfo.email = email;\n                    userInfo.form_name = 'Newsletter';\n                    window.dataLayer = window.dataLayer || [];\n                    window.dataLayer.push(userInfo);\n                }\n\n                emailInput.val(''); \/\/ Clear the email field\n                window.dispatchEvent(new CustomEvent('newsletter-submit'));\n            } else {\n                return response.json().then(error => {\n                    if(statusElement) {\n                        statusElement.text('Error: ' + error.message);\n                        statusElement.css({\n                            'color': 'red',\n                            'padding-top': '10px'\n                        });\n                    }\n                });\n            }\n        })\n        .catch(error => {\n            console.error('Error:', error);\n            statusElement.text(\"There was an error submitting the form.\");\n            statusElement.css({\n                'color': 'red',\n                'padding-top': '10px'\n            });\n        });\n    });\n\n    window.addEventListener('message', function(event) {\n        const isFormCallback = event.data.type === 'hsFormCallback';\n        const isFormSubmitted = event.data.eventName === 'onFormSubmitted';\n        const iscurrentForm = !!event?.data?.id ? 'cafa8eb8-dd43-46cc-bec7-9f87e85b1bdb'.trim() == event?.data?.id : false; \n\n        if( isFormCallback && isFormSubmitted && iscurrentForm ) {\n            console.log('event', event);\n            window.location.href = 'https:\/\/www.dacgroup.com\/en-gb\/thank-you\/';\n        }\n    });\n});\n<\/script>                <span class=\"forward-email-status-container\"><\/span>\n            <\/div>\n\n            <button id=\"forward-form-submission\" class=\"subscribe-btn\" type=\"button\" onclick=\"triggerButton(this)\">\n                <span class=\"d-inline-block\">\n                    SUBSCRIBE                <\/span>\n                <span class=\"d-inline-block bell-container\">\n                    <svg width=\"28\" height=\"28\" viewBox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                        <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M3.5458 14.4774L4.50055 13.234C4.50657 11.8629 4.56791 9.80824 5.17539 8.00401C5.52706 6.95953 6.09459 5.89126 7.03537 5.08C7.70533 4.50227 8.51103 4.10149 9.44696 3.90922C9.50872 3.69984 9.5922 3.49047 9.70471 3.28979C9.91134 2.92122 10.2194 2.57523 10.654 2.33189C11.0827 2.09183 11.5478 2 12 2C12.4355 2 12.8969 2.08208 13.3272 2.31763C13.7695 2.55969 14.0812 2.91045 14.2866 3.28943C14.3999 3.49849 14.4813 3.71787 14.5396 3.93682C15.5444 4.18145 16.3788 4.69659 17.0444 5.38131C17.9498 6.3126 18.4937 7.50224 18.8321 8.60503C19.3645 10.3395 19.4725 12.1499 19.4944 13.1421C19.9371 13.6338 20.3502 14.1627 20.6914 14.626C21.9447 16.3277 20.6148 18.5001 18.7001 18.5001L5.52863 18.5C3.45543 18.5 2.28314 16.1217 3.5458 14.4774Z\" stroke=\"#171616\" \/>\n                        <path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M9.0857 19.3749C9.431 19.1461 9.89639 19.2405 10.1252 19.5858C10.874 20.7159 12.7481 21.0858 13.9 19.5501C14.1485 19.2187 14.6186 19.1516 14.95 19.4001C15.2813 19.6486 15.3485 20.1187 15.1 20.4501C13.2518 22.9143 10.126 22.3027 8.87475 20.4143C8.64596 20.069 8.74041 19.6037 9.0857 19.3749Z\" fill=\"#171616\" \/>\n                    <\/svg>\n                <\/span>\n            <\/button>\n        <\/div>\n    <\/div>\n\n    \n    <script>\n        function triggerButton(button) {\n\n            var container = button.closest('[data-role=\"forward-email-subscription-container\"]');\n            var form = container.querySelector('[data-forward-email-form]');\n\n            if (form) {\n                jQuery(form).find(\"button[type='submit']\").trigger('click');\n            }\n        }\n    <\/script>\n\n<\/section>\n\n\n<p>Success of Bots for Messenger will ultimately rest on the quality of Facebook&#8217;s conversational AI technology, and whether customers use them. According to the talk referenced above by Zuckerberg, the bots platform is designed to help simplify a task for individuals, and aid productivity. While bots have historically had a command-based interface which has resonated more easily with the tech savvy and early adopter crowd, Facebook is keen for Bots for Messenger to have a consumer-friendly, mass-market\u00a0appeal. \u201c<em>We\u2019ve taken a lot of care and time to build rich templates with ability for bots to combine images and text and all kinds of different things, but also rich bubbles with buttons and calls to actions and carousels that you can swipe through<\/em>,\u201d explains David Marcus, who leads Messenger for Facebook, in an interview with The Verve. But developer response so far has been mixed, with some comparing Bots for Messenger to Microsoft Office\u2019s \u2018Clippy\u2019 of the \u201890s. Some have also criticised the natural language processing of the bots, saying it isn\u2019t ready to go mainstream. While Facebook is calling on developers to begin building bots for businesses, brands and publishers, there may be no harm in waiting a little while, to see the lessons learnt by the early adopters. Facebook has said it will police the bots on its Messenger platform by issuing guidelines and tools to developers building them, and by reviewing the bots before allowing them on the site. It is also providing a \u201cbot engine\u201d to make it easier to build the software agents for Messenger. Ultimately, it\u2019s crucial customers enjoy a good user experience, and understand the benefits and purpose of bots. Thinking about the ways in which a bot could make your customers\u2019 lives simpler, would be a good place to start.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Via At its F8 developer conference last week, Facebook announced the launch of Bots for Messenger, designed to help businesses communicate more easily with their customers. Mark Zuckerberg led the reveal, saying&#8230; \u201cNow that Messenger has scaled, we\u2019re starting to develop ecosystems around it. The first thing we\u2019re doing is exploring is how you can [&hellip;]<\/p>\n","protected":false},"author":70,"featured_media":113670,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","reading_level":"Strategic","reading_level_confidence":0.72,"reading_level_needs_review":"0","footnotes":""},"categories":[2904],"tags":[],"class_list":["post-113669","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Facebook\u2019s Bots for Messenger will help businesses \u201ccommunicate directly\u201d with customers | DAC<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.dacgroup.com\/en-gb\/insights\/blog\/strategy\/facebooks-bots-for-messenger-will-help-businesses-communicate-directly-with-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Facebook\u2019s Bots for Messenger will help businesses \u201ccommunicate directly\u201d with customers | DAC\" \/>\n<meta property=\"og:description\" content=\"Via At its F8 developer conference last week, Facebook announced the launch of Bots for Messenger, designed to help businesses communicate more easily with their customers. Mark Zuckerberg led the reveal, saying&#8230; \u201cNow that Messenger has scaled, we\u2019re starting to develop ecosystems around it. The first thing we\u2019re doing is exploring is how you can [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.dacgroup.com\/en-gb\/insights\/blog\/strategy\/facebooks-bots-for-messenger-will-help-businesses-communicate-directly-with-customers\/\" \/>\n<meta property=\"og:site_name\" content=\"DAC\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/DACGroup\" \/>\n<meta property=\"article:published_time\" content=\"2016-04-27T19:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-12-21T10:55:20+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.dacgroup.com\/wp-content\/uploads\/2024\/12\/Facebooks-Bots-for-Messenger.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"860\" \/>\n\t<meta property=\"og:image:height\" content=\"347\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"JOakley\" \/>\n<meta name=\"twitter:card\" 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