Facebook has released Messenger 2.1, allowing businesses to automate customer conversations and boost NLP capabilities.

Facebook Messenger: the sequel

Facebook recently launched Messenger Platform 2.1 with NLP (natural language processing). Businesses will find it easier to build automated conversations within Messenger, generating more intuitive responses in chatbots.

Meaning within customer texts can be better interpreted from stronger consumer engagement. Salutations, location, time, URL, phone numbers, and email will all play a roll in better analysing the customer.

Jumping across platforms

Facebook is also allowing for cross-application collaboration thanks to what is being called “the handover protocol,” allowing business to generate several experiences in a single chatbot.

The hope is for conversation to transfer seamlessly to a live-agent should the need arise.

The release of a new software development kit has also allowed the addition of five new Call to Action buttons (CTAs) making payment and conversation direction more efficient thanks to Shop Now, Get Support, Get Updates, Play Now, and Get Started.  

The new handover protocol and NLP continues to push customer engagement into a more automated future and it doesn’t appear to be slowing down.

Are you excited for what Messenger 2.1 could do for your business? Do you prefer automation to live-agents? Let us know in the comments below.