Fb has acquired Servicefriend, which builds ‘hybrid’ chatbots, for Calibra customer support


As Facebook prepares to launch its new cryptocurrency Libra in 2020, it’s placing the items in place to assist it run. In one of many newest developments, it has acquired Servicefriend, a startup that constructed bots — chat purchasers for messaging apps primarily based on synthetic intelligence — to assist customer support groups, TechCrunch has confirmed.

The information was first reported in Israel, the place Servicefriend relies, after one in every of its buyers, Roberto Singler, alerted native publication The Marker concerning the deal. We reached out to Ido Arad, one of many co-founders of the corporate, who referred our inquiries to a workforce at Fb. Fb then confirmed the acquisition with an Apple-like non-specific assertion:

“We acquire smaller tech companies from time to time. We don’t always discuss our plans,” a Fb spokesperson stated.

A number of individuals, together with Arad, his co-founder Shahar Ben Ami, and not less than one other point out that they now work at Fb inside the Calibra digital pockets group on their LinkedIn profiles. Their jobs on the social community began this month, that means this acquisition closed in latest weeks. (A number of others point out that they’re nonetheless at Servicefriend, that means they too might have doubtless made the transfer as properly.)

Though Fb isn’t specifying what they are going to be engaged on, the obvious space might be in constructing a bot — or extra doubtless, a community of bots — for the customer support layer for the Calibra digital pockets that Fb is growing.

Fb’s plan is to construct a spread of monetary providers for individuals to make use of Calibra to pay out and obtain Libra — for instance, to ship cash to contacts, pay payments, high up their telephones, purchase issues and extra.

It stays to be seen simply how a lot individuals will belief Fb as a supplier of all these. So that’s the place having “human” and accessible customer support expertise might be important.

“We are here for you,” Calibra notes on its welcome page, the place it guarantees 24-7 help in WhatsApp and Messenger for its customers.

Servicefriend has labored on Fb’s platform previously: particularly it constructed “hybrid” bots for Messenger for firms to make use of to enrich groups of people, to higher scale their providers on messaging platforms. In a single Messenger bot that Servicefriend constructed for Globe Telecom in the Philippines, it famous that the hybrid bot was in a position to deliver the “agent hours” right down to below 20 hours for every 1,000 buyer interactions.

Bots have been a comparatively problematic space for Fb. The corporate launched a private assistant referred to as M in 2015, after which bots that permit customers speak to companies in 2016 on Messenger, with fairly some fanfare, though the truth was that nothing actually labored in addition to promised, and in some circumstances labored considerably worse than no matter providers they aimed to interchange.

Whereas AI-based assistants comparable to Alexa have develop into synonymous with how a pc can stick with it a dialog and supply data to people, the consensus round bots nowadays is that probably the most workable means ahead is to construct providers that complement, relatively than fully exchange, groups.

For Fb, getting its customer support on Calibra proper will help it construct and develop its credibility (be aware: one other space the place Servicefriend has construct providers is in utilizing customer support as a advertising channel). Getting it unsuitable might imply points not simply with clients, however with companions and presumably regulators.


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