Facebook has announced a new deal through which it is acquiring a customer service automation platform called Kustomer, and as a result will provide more tools to businesses to help them manage customer queries.
Instead of responding automatically or redirecting messages to human service agents, Kustomer relies on AI for detection of customer queries. An advanced set of automation rules for message replies reduces the time spent on manually dealing with queries.
How does this benefit Facebook? Facebook’s DM customer service is going to benefit from this service, with WhatsApp being the main focus. According to Facebook, more than 175 million people contact businesses via WhatsApp.
Messaging is an efficient means of providing an overall better customer experience and also drive sales for businesses. ‘'To that end, we recently announced several API updates for WhatsApp and Messenger, allowing for further integration into our partners’ tools and faster onboarding to help businesses manage their communications with customers. That’s where Kustomer comes in," Facebook explains.
With Kustomer, businesses over WhatsApp can function more smoothly as Kustomer will make sure to resolve complex and problematic customer service issues efficiently.
Moreover, businesses on WhatsApp are expected to expand especially in developing markets like India where WhatsApp observes high usage. By expanding its utility, Facebook can become a key platform for businesses in the country. Facebook has also gained approval for expanding WhatsApp Pay in India, which will further improve its payment tools.
Facebook will continue to share details regarding its implementation of Kustomer tools over time and the benefits they could offer.