Last month the Washington Capitals announced the launch of a new chatbot for Facebook Messenger. Now that Facebook is allowing brands to build their own chatbots, chances are you have had a chance to interact with at least one. These bots are a unique way to create meaningful customer interactions on a widely used platform, so it makes sense that sports teams are jumping on the bandwagon.
When any new technology launches there are early adopters – eager to get their hands on the technology – who build something just to test the platform, and I applaud that approach. But for a new digital platform to stick and get traction with the fanbase it’s important to add substantial value to fans. It has to be useful and there must be a compelling reason for fans to engage with the bot or they simply won’t use it.
The Caps’ bot has been live for about a month now, so I decided to put it through a series of tests and questions to see just how useful the bot can be using Apple’s latest version of Siri as a benchmark. Here’s how it went…