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Latest 26 Nov 2019 | Customer Service | 5 min read

This Week: our new Autocomplete feature and Facebook Pay launch

Hello and welcome to The Conversation Round-Up where I sift through the latest news and trends in messaging, automation and customer experience to bring you the stories that matter.

Conversocial introduces Message Autocomplete to aid agent efficiency

Of all the actions an agent performs in the Conversocial Agent Workspace, replying is the most time-consuming. With this in mind, our data science and product teams been exploring ways to enable agents to reply more efficiently. I'm proud to announce the launch of Message Autocomplete - a new feature that uses machine learning to suggest words and phrases as your agents type a reply. 


Suggestions are made using an account-specific model trained with data from actual replies your agents have previously sent. 

Message Autocomplete harnesses the organizational knowledge to allow agents to complete sentences with one click. 

Benefits of Message Autocomplete include:

  • Increases speed and accuracy of agent replies
  • Helps to socialize common phrases used among teams
  • Reduces monotony of typing frequent phrases
  • Reduces the chance of spelling and grammatical errors
  • Reduces time spent typing a reply

Customers who are participating in our Early Access program for autocomplete are already finding that it’s allowed their agents to work more efficiently, and save time, helping organizations improve their Average Handling Times (AHT) and provide better response rates to their customers.

Message Autocomplete is currently in beta and due for public release in early 2020. If you're a current Conversocial customer, please reach out to your Client Success Manager directly to express interest in implementation in 2020.

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Facebook begins roll out of Facebook Pay

One thing is for certain, Facebook is serious about its consumer payment and finance aspirations. While they’re ploughing on with plans to launch their blockchain-based cryptocurrency Libra in 2020, just last week they began rolling out Facebook Pay.

While making payments on Facebook is nothing new, Facebook Pay streamlines the process by allowing users to save their preferred payment method instead of having to re-enter their information every time.

At the moment, Facebook Pay is limited to users in the US for “fundraisers, in-game purchases, event tickets, person-to-person payments on Messenger and purchases from select Pages and businesses on Facebook Marketplace.”

However, I think it’s only a matter of time before businesses will be able to utilize Facebook Pay within Messenger. It will also fit seamlessly with Instagram Shopping and the newly launched WhatsApp Catalogs, providing consumers with a range of complete shopping experiences contained within messaging apps.

Currently, the world of e-commerce UX is synonymous with websites but this new development is a huge opportunity for brands to leverage exciting new revenue streams.

"I’m always intrigued to see brands utilizing chatbots in new and interesting ways. However, I find it even more inspiring when the technology is used for social good."

The chatbot breaking sex-ed taboos in the US

I’m always intrigued to see brands utilizing chatbots in new and interesting ways. However, I find it even more inspiring when the technology is used for social good.

Planned Parenthood’s new bot, Roo, is an amazing case study in how chatbots can provide the perfect solution to increasingly difficult challenges.

The challenge:

  • Issues with the administration of sex education in the US means that 84% of teens turn to the internet for help.
  • It can be hard to know what information to trust online.
  • Gen-Z are very wary of their privacy online and their digital footprint, particularly when it comes to more sensitive subjects.

The solution:

Roo provides answers to any questions a user may have about sexual health all while providing them with complete anonymity.

  • Roo uses Natural Language Processing to anticipate the question and also anticipate the sentiment of the question to be able to answer it.
  • A content strategist has crafted the responses to ensure they’re suitable in voice and tone.
  • Educators have reviewed the content to approved it’s medically accurate and up to date.

If you want to know more about Roo, there’s a great article over on Recode and a podcast with the bot’s creator. Alternatively, you can revisit your awkward teenage years and ask Roo a question yourself.


And that’s it for another couple of weeks. As usual, you can carry on the conversation at @idohacohen 

P.S. Happy Thanksgiving to our American readers or anyone celebrating this week, wherever in the world you may be.

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