Chatbot integration with Facebook’s Messenger has slowly been gaining steam over the past few months. As we reported earlier this year, many companies like Domino’s Pizza and ATB Financial have already partnered up with the social media giant to help extend their customer service and payments reach to its nearly two billion users.
At Facebook’s annual global developer conference, F8, American Express unveiled new updates for its Amex bot for Facebook Messenger. Within the next few months, the Amex bot will have artificial intelligence and servicing technology to enhance services for eligible U.S. Consumer and OPEN Card Members. Through these updates, these customers will have access to on-demand interactions to help answer account and card questions.
American Express’ Senior Vice President of Enterprise Digital, Luke Gebb, shared comments via a press release on why the credit card company decided to move forward with this Amex bot update: “Because of its scale, Messenger is an excellent platform to extend our conversational servicing technology to allow Card Members to interact with us how and when they want. We are continuing to invest in our partnership and evolve the features of our Amex bot for Messenger to deliver more value to our Card Members. We’re doing this by combining the real-time nature of Messenger with American Express’ rich history as a trusted service company.”
With credit card companies joining the Facebook Messenger bot arena, it’s likely we’ll see others follow, potentially helping to reduce the amount of retailer apps used on smart devices down the line.