Why implement a chatbot on Facebook?

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Chatbots on social media are gaining momentum . Several months ago, I talked on this blog about these virtual assistants capable of simulating conversations with humans through virtual language processing, and how companies had begun implementing chatbots on Twitter that offered quality service (despite the occasional setback).

Facebook is not far behind, of course: more and more brands are implementing a chatbot on their fan pages to streamline customer service and relationships with their followers, for example:

Mapfre Spain : A chatbot lets you know how to contact telegram data Mapfre 24 hours a day when the community manager is unavailable.
1,800 Flowers : A chatbot guides you through the process of placing an online order and tells you how to contact an operator.
BBVA Spain : Through a chatbot, it offers you a series of basic online services to interact with the bank.
All of them start to act when the Facebook user decides to send a private message through the brand's fan page.

Because through a chatbot, a brand can establish an automated "conversation" with its followers , without the intervention of a human. This isn't about eliminating, setting aside, or suppressing the personal and personalized attention provided by a real person: it's about complementing it, introducing an additional service, and improving the relationship with the Facebook community.

What can a chatbot contribute to a Facebook page? It all depends on the brand's Facebook goals and overall marketing strategy, but in any case, a chatbot can contribute to:

C properly analyze queries: indicating the minimum time required for the query to be answered by a person, or where to obtain the requested help in the meantime.
Complement and improve customer service: not only because the chatbot is active when the community manager is asleep, but also because the chatbot allows for simultaneous, one-on-one interaction with multiple users. To achieve this, it's essential to have all the possible questions and responses clearly cataloged and sorted.