The commercial opportunity for Facebook is clear: "Eighty-five percent of customer interactions soon will be handled without a human being," reported Michelle Klein, the social-media giant's Marketing Director/North America.
The most visible, and talked about, manifestations of such considerations for the future come with Google Home and Amazon Echo. But, Klein told a keynote audience at the Festival of Media Latin American (FOMLA), "We're seeing an amazing amount of activity through Messenger; businesses are really pioneering in this space.
"Think of Messenger, and messaging, as the new CRO: It's an integrated service where customers can connect directly with your business,...