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Facebook Customer Chat Brings Digital Care To Websites: Good News, For Now…

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On November 7, Facebook announced a slew of new features and upgrades for their Messenger platform. Amongst the changes to Handover Protocols, Message Tags, Insight APIs, Broadcast Interfaces, and Media Templates was news that should perk up the ears of anyone who works in digital care and customer service. From VentureBeat’s Khari Johnson:

Facebook Messenger now has a plugin that lets visitors to a website engage in live chat with a human or bot without leaving that website. Called Customer Chat, the plugin is one in a series of major changes announced today as part of the release of version 2.2 of the Messenger Platform. The announcement was made by Messenger head of product Stan Chudnovsky on stage at Web Summit in Lisbon, Portugal.

Things like Message Us buttons or a Send to Messenger plugin have been available for websites for a long time, but this appears to be the first native offering for live chat with a human or automated bot.

Immediately, this is great news for any business that is about to deploy a chat product. Messenger Platform 2.2’s customer chat plugin allows for communication between customers and the brand that implements it.

Currently in a closed beta, the plugin lets a customer initiate their conversation with a business on the company’s website through Messenger, and then continue it across web, mobile or tablet, while retaining the chat context and history, and supports Messenger’s current capabilities, including NLP (natural language processing), rich media, and purchases & payments.

For the enterprise, this may signal the end of dependence on costly, proprietary onsite chat solutions which fail to take advantage of the true power of artificial intelligence. Instead, Messenger lets them simultaneously offer an onsite solution which can talk to their customers where and when they want, and retain all the relevant information to ensure a smooth interaction with current and potential customers.

Another advantage to the Messenger plugin is that businesses can choose whichever powerful AI tools they want to power the chat. Instead of the call-and-answer databases to which chatbots are usually limited, a business can implement a robust, cognitive care solution which learns from its interactions with customers.

Anyone shopping for a chat product today would be safe to go with Facebook’s solution or something quite similar; meanwhile, proprietary chat products will see a serious decrease in sales. If you have already implemented a proprietary chat product then this news might not really have a huge impact.

The only caveat? In past years, some industries have lamented handing over too much power to Facebook for its services in the fear that they can’t gain it back later. Publishers in particular call out the social giant for their financial woes as of late. That said, in this case Messenger seems to act only as a conduit – one of many – that allows the enterprise to connect to their customers using powerful AI-based tools, in the ways their customers prefer.

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As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

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As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

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David Trotter, Wysdom

David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 


Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.