American Express Launches Facebook Messenger Bot
American Express is the first financial institution to leverage Messenger as a communication platform for its customers, but there are businesses in other sectors with similar services.
With the new bot, American Express cardholders can sign up to get real-time purchase and balance notifications through Messenger, along with information about card benefits and special offers. All notifications are automatically generated, but American Express hopes to soon utilize Facebook Messenger to connect account holders directly with customer service agents.
“As a long-time partner of Facebook, we’re thrilled to be working together to create an innovative experience for our Card Members on Messenger,” said Dave Wolf, vice president, Digital Partnerships & Development, American Express. “We know our Card Members appreciate the convenience of receiving information from Amex on digital platforms where they’re already spending time. The concept demoed today shows how we could help them stay on top of their purchases and take advantage of their Card benefits. The scale and flexibility of the Messenger platform makes it a powerful channel for us to explore new ways to connect with Card Members.”
This could be a convenient branch of Amex’s customer support center that may give them an advantage over other card providers.