Investigative Report: Sentiment Analytics & Product Development - Social Media Analytics

This report discusses the value proposition of chatbots and business opportunities available with Facebook AI. It also covers the characteristics of chatbots and AI capabilities mimicking human personality, commercial cases for adopting chatbots in customer service, and recommendations for Facebook AI.

Social Media Analytics
Table of Contents
Executive Summary: ....................................................................................................3
.....................................................................................................................................4
1.Chatbots Value Proposition and Business Opportunities for Facebook Artificial
Intelligence ..................................................................................................................4
2. Characteristics of Chabot and Adaptable AI Capabilities to Develop Chatbot with
Human Personalities.....................................................................................................4
3.Commercial Use Cases of Chatbots and Facebook’s AI Capabilities......................4
4. Three Specific Actions for Facebook AI before developing and testing a chatbot...4

References ...................................................................................................................5

Executive Summary:
Technological advancement is one of the most important process in the business
world, firm consider those technologies and advance level of software to target their audience
and introduce their new product. Use of AI is becoming common in social media marketing
process, certain technologies including Chatbots system taking over marketing console for
betterment (Younus, 2021). This report will discuss value proposition of chatbots and
business opportunity available with Facebook with AI. Later this report will discuss
characteristic of chatbots and AI capabilities mimicking human personality. Later this report
will discuss commercial cases for adopting chatbots in customer service. At last, this report
will discuss recommendation for Facebook AI.

1.Chatbots Value Proposition and Business Opportunities for
Facebook Artificial Intelligence
Every business organization know the value of technological advancement in
the workplace, firm who focus on advancing their technology ensure stability. Use of
AI and Machine learning is one of the most common term in business world where
artificial intelligence were used to manage business operation such like marketing
(Sharma, Goyal and Malik, 2017). Chatbots system is new advance software allow
robot to handle query and issue faced by the consumer, these robots are smart
enough to detect issue. However, chatbot is automatic reply machine or software
which allow business to even reply in offline hours. There are certain value
proposition of chatbots, these are:
Improve user satisfaction: User or consumer satisfaction is one of the most
important thing for every business organization, use of AI based chatbots allow firm
to ensure consumer satisfaction because any issue or query raised by consumer is
answered by robot. These queries or issue is instantly solved to keep consumer on
website. For example; if user need to know price of tech consultation on Ion Plus
official website then these chatbots provide price even in offline hours.
Increase user engagement: The value proposition of chatbots is defined in
engagement of user with the business, chatbots allow consumer to stay connected
with the firm. When consumer visit website of business then they interact with certain
query and issue, these issue can be solved with the help of chatbots who are ready
to provide solution within seconds (Lalwani and et.al., 2018). In the bottom right
corner of every website, these chatbots are ready to engagement user by
considering their issue and query.
Business opportunities for Facebook AI:
Improved user experience: Prototyped developed by Facebook AI will allow them
to increase user experience by adding 'Social Media Language AI chatbots, these
chatbots are smart enough to examine user behaviour and collaborate with user in
humanistic manner. Facebook can improve user experience with the help of AI

chatbots, for example if user is planning to improve market or profile promotion then
these chatbots will provide analytics highlighting growth rate of each post. This is a
business opportunity for Facebook as user will stay connected with the brand and
revenue generation will remain high.
Cost effective: AI and chatbots are cost effective in which human efforts are not
needed, cost effective simply means if user is connecting themselves with chatbots
then they will continue their interaction which means there will be no role of human in
the process. Facebook can reduce cost occurring on employee after implementing
this prototype, these chatbots are cheap and effective allow business to stay
connected with their consumer. Reduction in human interaction also impact
behaviour of user, consumer might prefer bots over human interaction as there will
be logical conversation.
2. Characteristics of Chabot and Adaptable AI Capabilities to
Develop Chatbot with Human Personalities
Chatbots are found in almost every website, firm consider these chatbots to
stay connected with consumer even in offline hours (Lokman and Ameedeen, 2018).
Chatbots reduce human efforts and AI capabilities in chatbots allow them to examine
behaviour of consumer and provide result accordingly, mainly used for solving query
and issue of consumer, chatbots have certain characteristic, these are:
Conversational maturity: AI based chatbots are smart and have capabilities to
manage query and issue faced by consumer, chatbots carry different type of
language because chatbots have Natural Language Processing (NLP) which allow
bots to consider simple and humanistic language which make conversation easy
between two parties. AI based chatbots even carry capabilities to conver their
conversation into meaningful arrangement of words convincing consumer to buy the
product.
Omni and marketing capable: Chatbots are smart and capable software having
capabilities to manage issue and problem of consumer or user, omni is process in
which chatbots provide multiple result to consumer increasing their experience in the

workplace. Information is passed between user and company allowing consumer to
stay connected, marketing is effectively done with the help of omni feature allowing
business to examine behaviour of consumer and betetr their seamless experience.
Autonomous reasoning: This is one of the main characteristic of AI based chatbots
where human interaction is limited, mimicking human personalities, chatbots have
capabilities to provide solution after hearing the query or question at once. There are
many cases in which consumer unable to describe problem and issue faced by
them, autonomous reasoning is characteristic of chatbots to instantly solve critical
query of consumer and allow them to stay connected.
Chatbots marketing panel: This is one of the best characteristic of chatbots to
meet the marketing goal of the firm, chatbots are used by the business organization
to maintain interaction with consumer (Dahiya, 2017). Chatbots are used to keep
consumer connected by providing instant solution to the problem and issue faced by
them, chatbot marketing simply means interaction with consumer with a prospect,
promotion of product is automatically done in the form of solution. Interaction
between consumer and business remain limited but chatbots have capabilities to
turn user into consumer.
3.Commercial Use Cases of Chatbots and Facebook’s AI
Capabilities
There are a lot of prevailing market and business examples of chatbots usages that
are consistently being utilized for both the purposes of monetary plus business gains
along with the swift expansion of its public recognition. These technologically
powered and software oriented and enhanced chatbots use cases with its relevant
practical examples occur and are functioning in almost all the existing industries as
several businesses require such socially automated services for the effectual
enhancement of its customer or user service experience, sales augmentation,
increase in market potential, revenue generation and growth, rise in advertising
figures, etc.

Also, it is to be noted that the with the advent of all the prevailing
technological advancement that can be seen around the current global surroundings
and what with the rise in the fast development of all these tech-infested mediums of
business channels, the introduction of the viral concept of artificial intelligence (AI) is
at a fast paced growth as multiple business corporations are using it along with
augmented and virtual realities (AR and VR). If seen statistically, it can be said that
80% of the worldwide businesses are using the chatbots' technology for majority of
its social media requirements. In the present context of the social media
multinational corporation of the popular Facebook Inc., the contributing use of
chatbots could effectively be applied and adopted for augmenting much user
experience of its customer service care and Q&A portal (Følstad and Skjuve, 2019,
August). In order to understand, analyse and discuss on this topic, it has first
become imperative to assess the various already established examples and
instances of several business uses of Chatbots implementation in their
organizational structures. Following are such examples:
Consumer service chatbot use case: Customer service segment is considered as
one of the most vital and ubiquitously utilized service section that forms a necessary
element in almost all the businesses. The growing use of AI powered chatbots here
can be amounted to around 67% of its client use. This has resulted in a large-scale
user reception as the wide-scale availability of audio-visual options, voice messaging
services, and FAQs have automated online support portals.
Social media use case: According to the reporting statement of one Business
Insider article, social media customers the world over are increasingly in the habit of
using four distinctively main socializing networks namely Facebook, Instagram,
Twitter, and LinkedIn. Out of these the widest use of automated services are mostly
customer-centric and platforms like the Facebook messenger application can benefit
greatly from it (Schanke and et.al., 2021).
Other industrial use cases: Aside from the social media and entertainment
businesses, there are yet many other industrial sections and segments that make
use of the chatbot services such as the financial and banking corporations majorly
invest in this with a 50% ratio, the real estate businesses also utilize chatbot use
cases for managing its agent-client relationship, etc. This helps in user retention too.

After having discussed several examples where the chatbot use cases are
heavily used, the same can be applied and discussed in the specific context of the
Facebook AI powered Messenger application service. In order to augment a much
interactive user experience of this social media app, Facebook AI can efficiently
make use of its already existing technological advantages that are currently at its
messenger service disposal so that the customer service can become seamless and
exceptional. Facebook's chatbots can be referred to the speedy service platform on
its online social portals that cam make the user experience one of a kind through
automating message replying services by adding in it features like quick replies, CTA
buttons for converting images into videos and carousels, setting up of several
widespread location centers and request sending plus accepting, and profile sharing
(SANCHEZ, 2019). It can also enhance its chatbot use case through secure
purchasing where the diversely oriented customers are thus enabled to make right
buying options by guiding them in the application through the dual use of an
intensive customer mapping journey automation along with striking more lucrative
and beneficial partnerships with its ticket-raising support system Zen-desk.
4. Three Specific Actions for Facebook AI before developing
and testing a chatbot
In order to effectively streamline its online social presence in conjunction with the
channelized market expansion in the large business circles, Facebook AI can
effectually adopt these three commendable actions for examining the validity and
usability regarding the chatbot use case development within its existing business
which are as follows:
Installation of Blender Bot 2.0 use: This Blender Bot 2.0 version concerning the
chatbot source of use case application for Facebook AI over the next 12 months
seems a very good option as it assist in building a long-term in-built memory with a
vast storage and recollection space along with the added advantage of quick internet
searches. This modular AI powered research tool offers a wide space for the use of
simultaneous search access where its chatbot services will be updated for the users

or individuals in the form of demonstrative conversation sessions (Shuster and et.al.,
2022).
Marketing chatbots: The term chatbot can be denoted as the programmed version
of the use of automatically messaging or conversation engagement AI service that is
used for leveraging SMS texts, website windows, social media and associated
optimization services that global corporations like Facebook AI can utilize and
accommodate in its business structure for the betterment of its customer service
experience. It can be majorly and innovatively used for Facebook's marketing
purposes by offering its varied customers quick FAQ services, descriptive blog
entries, self-use article library so that the physical or human labour factor of
production could be substituted by an artificially engineered customer service agent
(Wang and et.al., 2022).
Messenger chatbot use: Another one of the very cost-effective, reliant and
compliant chatbot use case technique for Facebook AI could be the improvised
launch of one other if its customer service segment that can also be used as a
differentiated product. This refers to chatbots as human replaced messengers where
several other software technologies can be used and combine for an augmented use
of a blended user experience of real world elements and virtually inspired reality in
its chatting and messaging portals.
CONCLUSION
From the above report it can be clearly summarized that the field of social
media analytics is one of the integral elements which is central to global organization
such as the Facebook AI technology division. The report above has efficiently
addressed various questions related to and has covered several aspects associated
with the chatbot use case in the Facebook AI for the enhancement of its customer
service augmentation. It has discussed the value proposition of chatbot use and has
properly described its related characteristics and capabilities. It has also clearly
identified other industrial examples where this has been used and has assessed and
recommended Facebook AI scope of using the chatbot service.

References
Dahiya, M., 2017. A tool of conversation: Chatbot. International Journal of Computer
Sciences and Engineering, 5(5), pp.158-161.
Følstad, A. and Skjuve, M., 2019, August. Chatbots for customer service: user experience
and motivation. In Proceedings of the 1st international conference on conversational
user interfaces (pp. 1-9).
Lalwani and et.al., 2018. Implementation of a Chatbot System using AI and
NLP. International Journal of Innovative Research in Computer Science &
Technology (IJIRCST) Volume-6, Issue-3.
Lokman, A.S. and Ameedeen, M.A., 2018. Modern chatbot systems: A technical review.
In Proceedings of the future technologies conference (pp. 1012-1023). Springer,
Cham.
SANCHEZ, J., 2019. Facebook messenger chatbots. How businesses can benefit from this
opportunity.
Schanke, S., and et.al., 2021. Estimating the impact of “humanizing” customer service
chatbots. Information Systems Research. 32(3). pp.736-751.
Sharma, V., Goyal, M. and Malik, D., 2017. An intelligent behaviour shown by chatbot
system. International Journal of New Technology and Research, 3(4), p.263312.
Shuster, K., and et.al., 2022. BlenderBot 3: a deployed conversational agent that continually
learns to responsibly engage. arXiv preprint arXiv:2208.03188.
Wang, X., and et.al., 2022. How does artificial intelligence create business agility? Evidence
from chatbots. International Journal of Information Management, 66. p.102535.
Younus, A.M., 2021. Technological Advancement and Economic Growth For The Business
Sector. Academic Journal of Digital Economics and Stability, 10, pp.56-62.