Best Practice Dräger: how an AI chatbot facilitates community management
Customer inquiries that reach the company’s international fan page (over 600,000 fans) via Facebook Messenger are pre-qualified by Marketing Support Chatbot and then forwarded to the appropriate contact persons in the company using a social media management tool. Some questions, e.g. about contact persons and advertised positions, are answered completely automatically. For other questions, the bot collects relevant information that is relevant for an employee to answer the question.