A chatbot automates certain tasks, typically by chatting with a user through a conversational interface (Facebook Messenger). It is built using a series of if-then statements and writing canned responses.

For example:

• Say you want a new charger for your phone from your favorite online store. You could visit their website, scroll through 20 or 30 product pages, fill out the form with your shipping and payment information, etc.

• But if you have a bot, you simply tell it “Order me a charger for an iPhone….and the bot will guide you through the voltage options, colors, prices…etc. The bot is leading you through a series of dependent questions to collect the necessary information to understand your intent, and deliver the right content to satisfy your needs.

A chatbot accomplishes all of this from start to finish where people are already spending their time, Facebook Messenger.

Messaging apps have over 5 billion monthly active users, and for the first time, people are using them more than social networks.

People also want the information they need as quickly as possible and are increasingly turning to chat. Email boxes have become more and more cluttered, so buyers have moved to social media to follow brands they really care about.

Ultimately, consumers have the control – the ability to opt-out, block, and unfollow any brand that betrays their trust.

But, if you’re able to provide actual value in the places they already spend their time, everything changes. All buyers want the most direct line between their problems and a solution.

With the help of messenger bots, consumers find solutions no matter where they are or what device they use….no forms, cluttered inboxes, or wasted minutes spent searching and scrolling through content. Communication, service, and transactions intertwine.