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About Face: Turn Facebook Into Your Best Customer Care ChannelVeit Irtenkauf, Product Line Manager
Anshu Khurana, Facebook Partnership Manager
Alex Zolotar, Product Line Manager
WHAT YOU’LL LEARN: 3 THINGS
THE VALUE OF MESSENGER IN OMNI-CHANNEL
BEST PRACTICES FOR MANAGING FACEBOOK
WHAT TO EXPECT GOING FORWARD
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Messenger
Send / Receive
APIComing End of June
Enable it
Authenticate
New Look
Persistent Agent View
Attachments <-> UCS
New Plugin
Coming Q4’17
Bots
Bots
• 80+ pre-built MicroApps or ability to configure your own
• Design once, deploy anywhere approach
• Bridges digital interactions with the power of human touch
• NLP/AI capabilities through native dialog engine* or 3rd party
bot/NLP/AI platforms
• Single CX dialog reporting and integration layer
Genesys App Automation Platform (GAAP)OMNICHANNEL APPLICATION MANAGEMENT FRAMEWORKExtends self-service across channels to drive a better CX and deliver the operational
efficiencies in a world of ever increasing interaction from our customers across
multiple channels.
Available now on premise
✝ Planned release in 2017
Customer Service on Facebook
Kate
Learn more about Bots
At CX17• Come visit us at the booths!
We will be happy to take you through our products or discuss digital
engagement strategies.
When you are back at the office• Take a look at our use cases
• Schedule some time with our solution experts to talk about how bots
can help to transform your digital channels
Best Practices
Governed by Policy
Public -> Public, Private -> Private
Sensitive? Take it private
Specially Trained Agents
Staying in Channel
User’s Choice
Nudge them
MessengerConversation
Authenticated
ChatB2B
Anonymous
“One and Done”
Messenger vs. Chat
User is always logged in
Authentication Needed?
Two security questions
User Authentication
Production Accounts
Status Page Notifications
Throttling Exception
Production Accounts
Test Accounts: Less Capacity
Get throttled first
Inbound: Rate Limits kick in, we throttle first
Outbound: Cloud Limits per interval (second, 10-seconds, minute)
Throttling
How
Recovery
How
WhatMissing messages recovered
Existing messages skipped
When (Not)
Recovery
Shut down overnight? Over the weekend?
Bot + Routing
Turn off Social Messaging Server, not Genesys Cloud for Social
HOOPs
Roadmap
SOCIAL ENGAGEMENT ROADMAP
• Messenger based on
Send & Receive API
• Agent Capabilities
Improvements (user
attribution, emoji
picker)
• Status Page Usability
Improvements
Committed Q2’17• New WDE plugin
• Bots (EAP)
• New Mediatype for
Twitter Direct
Messages
• Better multi-account
handling
Intent 2H’17• Facebook Groups
• Facebook Reviews
• Facebook Cover
Photos
• Marketing use cases
Direction 2H’17
Committed: Will be delivered by the timeframe indicated. Typically, roadmap items to be delivered in the next 3 months are ”committed”
Intent: We anticipate it will be delivered, but dates are not 100% solid. Typically, roadmap items to be delivered in the next 3-9 months are “Intent”
Direction: On the roadmap, but dates are not final and can fluctuate significantly. Typically, roadmap items out more than 6 months are “Direction”
Level of commitment (lowest to highest): Direction -> Intent -> Committed
Three Takeaways
Messenger is an important part of your Digital
Strategy
Get ready for the switch to the Send/Receive API
Get ready for bots
More resourcesVisit our Booths
Download SMART Use Cases
Talk to your account representative for more information
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