Messaging firm Conversocial has acquired Acquire, a similar company that builds chatbots for brands.
Conversocial CEO Joshua March believes that the acquisition addresses marketers’ concerns that chatbots are one-off experiences for consumers.
Facebook recently announced a move toward encrypted communication on its platforms, and one-to-one messaging could be a way for brands to stand out on the platform.
As more marketers experiment with messaging and chatbots, 10-year-old firm Conversocial is acquiring bot startup Assist.
Conversocial works with 250 brands including Macy’s, Alaska Airlines, and Lowe’s to power chatbots that handle customer service questions staffed by human reps. Assist also builds chatbots for clients such as 1-800-Flowers but uses machine learning and artificial intelligence to handle customer needs like tracking a package or checking the status of an order.
A few years ago, a slew of marketers built customer service chatbots on Facebook Messenger, Twitter, and WeChat. Since then, chatbots have lost some steam as brands have struggled to promote them on the platforms.
Joshua March, CEO of Conversocial, said such chatbots have failed because they can’t respond to both quick and detailed queries from customers.
“Messaging has this huge opportunity to combine bots and humans, which we think will allow businesses to start implementing automation …read more
Source:: Businessinsider – Technology