In our post from yesterday, we showed how Facebook Messenger can be a powerful customer service platform. Let’s now take a look at how a Facebook Messenger-based customer service experience could function by going through the narrative between a user and bot, and then bring it to life with a prototype. For our illustration, we chose to use Comcast Xfinity, a company always striving to deliver a great customer service experience.
To start, it’s important to understand that a user interacts with a Messenger bot in the same way as with a friend. With that, the experience should be as fluid and seamless as possible. Our illustrative example will go through the narrative of both a fully automated AI bot customer service interaction and a part AI bot, part human-powered customer service interaction. Let’s start.
Beginning from the bot landing page or home screen, we begin with a welcome message and one or more call-to-action buttons. Here’s what we came up with for our experience:
Welcome message from bot
Hello! Thanks for adding the Xfinity bot. I’m here to help you get the most from Xfinity. I can check your internet connection, run a speed test for you, reset your router, and connect you to the right live representative for all your needs. Simply type “check connection,” “speed test,” “reset router,” “technical support,” “billing,” “add service,” or “remove service.”
Call-to-action links:
- Billing
- Technical Support
- Add Service
- Remove Service
Let’s go through the fully automated path of running an internet speed test. We’ll assume that the user starts by typing “speed test” into Messenger. Here’s the ensuing interaction:
Messages from bot:
Hi there! Thanks for requesting a speed test, which I’ve started running for you. I’ll have the results for you in just a few seconds…
Structured template of branded speed test countdown
All done. Take a look at the full results…
Structured template of branded speed test results – one card for upload and another for download
Is there anything else that I can do for you today?
Call-to-action links:
- Billing
- Technical Support
- Add Service
- Remove Service
After a few seconds of inactivity, the bot sends one last message.
Looks like you’re all set for today. Thanks for connecting with Comcast. Don’t hesitate to message if you need further assistance. As a reminder, simply type “check connection,” “speed test,” “reset router,” “technical support,” “billing,” “add service,” or “remove service.”
- Billing
- Technical Support
- Add Service
- Remove Service
Now let’s see what a path through the experience looks like when we start by interacting programmatically with AI and end with a live customer service representative helping the user get what they need. We’ll assume that the user clicks the “Technical Support” call-to-action link from the bot welcome message.
Messages from bot:
Hi there! Looks like you’re looking for technical assistance?
Call-to-action links:
- Yes
- No
Let’s assume that the user clicks “Yes” as her answer.
Message from bot:
OK. I’ll need your phone number so that I can verify your account.
Let’s assume that the user types in her phone number.
Phone number from user:
267-519-3669
Message from bot:
Thanks! I have you’re location of services as 211 N. 13th Street, Suite 802, Philadelphia, PA 19107. Is that correct?
Call-to-action links:
- Yes
- No
Let’s assume that the user clicks “Yes” as her answer.
Message from bot:
Excellent! How can I help you today?
Call-to-action links:
- Check Connection
- Speed Test
- Reset Router
- Live Representative
Let’s assume that the user clicks “Live Representative” as her answer.
Message from bot:
Got it… Please give me a few seconds to get the right person to assist you.
Message from bot:
OK, I’ve got Betty here who will help you further.
We’ll stop here with our illustrative example. Below you can see the prototype of the aforementioned experience to show the Facebook Messenger bot value proposition in action for users and business.
As noted above, there are countless opportunities to disrupt and accelerate business through digital product innovation on top of the newly launched Messenger Platform. Back in 2007, the first movers garnered significant business advantage. With the audience of Messenger today being 40 times as large as that of Facebook at the launch of Facebook Platform in 2007, we believe that speed will win again.
Watch the prototype in action:
Comcast Bot Prototype: Speed Test
Comcast Bot Prototype: Technical Assistance
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If you’re a forward-leaning enterprise looking for a digital product innovation partner to help you navigate the Messenger Platform, contact us today. We have the experience and expertise in Facebook Messenger bot development to help you accelerate your business.
