In contrast, Facebook Messenger has Artificial Intelligence (AI) so that brands can offer a conversation with customers that can lead to transactions, without the need for agents or any contact centre support. This might sound like something that only major brands would deploy, but imagine you run a single flower store. You can’t afford to run a contact centre and not everyone wants to phone the store to place an order, especially younger customers. With the tools Facebook is offering to businesses, even a small store like this can now offer text-based customer service and take orders from customers, and all using the Facebook AI system.

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