Chatbot or not?

Messaging is massive. There are 1.3 billion people using Facebook Messenger. One billion people use WeChat in China alone. It is the preferred method of communication in three of the top global markets: Singapore, India and the US. A Twilio report found South Koreans are the most comfortable with the approach, with 46 percent preferring it over email, face-to-face, telephone, live web chat, mail and others. Almost half of all Australians are on Facebook Messenger – meaning, as a brand, it’s probably a good idea to operate where your users spend their time.

Enter chatbots – an automated response bot that can handle specific questions from customers. Facebook has previously allowed any brand to build an automated chatbot onto its Messenger platform.