Chatbot helps maximize customer self-service by answering common questions
The American Cancer Society recently launched a new chatbot within the Facebook Messenger platform on the
American Cancer Society Relay For Life Facebook page. This chatbot focuses on helping consumers quickly find answers to commonly asked questions related to Relay For Life.
These common themes were identified for why a customer would use the Messenger platform before creating this unique chatbot.
- General Relay For Life information
- How to find a local event
- How to donate
- How to dedicate a luminaria
- How to fundraise
This chatbot will help customers find answers to their questions by providing information, videos, or links where applicable. When a more complex answer is required, such as a specific cancer related question, the chatbot will guide them to call NCIC or use Live Chat on
Users can access the chatbot on their mobile device or computer by visiting the
American Cancer Society Relay For Life Facebook page and clicking "Send Message". A customer will then be able to choose to join an event, explore topics, or contact us with one click.
A similar chatbot for the
American Cancer Society Making Strides Against Cancer Facebook page will be coming soon.