When Mark Zuckerberg proclaimed from the F8 2019 stage that “the future is private…” he could have appended “…messaging apps, some of which we own.” As the social juggernaut shifts its weight toward privacy (maybe for real this time) and to the notion of the digital living room instead of the digital town square, the practical focus is on the company’s robust portfolio of messaging and app-based social services. What was not mentioned during F8 last week was how these changes may affect Facebook’s various chatbots.
Chatbots can provide what amounts to an extension of Facebook Messenger’s capabilities by adding a layer of artificial intelligence to the interactions between a user and a business. A simplistic example is booking a haircut or reserving a table at a restaurant. These sorts of interactions can be automated, and doing so with a chatbot can give customers a sense that they’ve interacted with the business rather than a faceless calendar system.
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