Chatbot best practices: Tips from Capital One
Stephen WhitesideWarc
Capital One knows people typically don't enjoy talking about money.
Mobile messaging, by contrast, sits at the opposite end of the popularity spectrum, with consumers spending more and more time utiliizing services such as Snapchat, WhatsApp and Facebook Messenger, alongside sending and receiving notes using traditional SMS.
To turn this growing habit into a source of customer interaction, Capital One has released "Eno", an SMS chatbot that leverages natural-language processing and artificial intelligence to mimic human conversation, while also enabling smartphone users to fulfil basic tasks – like checking their...