Menu
Salesforce takes another swing at Microsoft with chatbot building tools

Salesforce takes another swing at Microsoft with chatbot building tools

The new LiveMessage service helps with automated and human-based support

Companies have another set of tools at their disposal to build chatbots. Salesforce CEO Marc Benioff has begun touting a new LiveMessage service that's aimed at connecting his company's Service Cloud with messaging services like Facebook Messenger and SMS.  

Benioff is pitching the new service as a way to turn messaging apps into a user interface for Salesforce, in addition to serving as a tool for connecting people with their friends. It will power bots, in addition to direct communications between service representatives and customers. Right now, LiveMessage works with SMS, and it will be expanded to work on Facebook Messenger later this year.

With the launch of LiveMessage, Salesforce is joining a veritable pantheon of different tech companies competing to provide the underlying technology powering companies' bots. While announcing the product on stage at the company's Dreamforce event Wednesday, Benioff talked about how it would facilitate "conversations as a platform," cribbing a phrase directly from Microsoft CEO Satya Nadella's discussions of his company's bot-making tools. 

In addition to Microsoft, Salesforce will also be competing with Facebook, Google, Oracle and a host of startups.  Salesforce has an advantage, as the home of customer data for its fleet of users. Easily connecting that information with logic that can operate a chatbot seems like an appealing option for businesses looking to create one without a ton of work. 

In addition to running bots, LiveMessage can also be used to connect customer service representatives with users for a live chat session over a variety of platforms. That means it would be possible for users to message a business on Facebook, and get connected with a person who can help them. With LiveMessage, that person would be able to handle the conversation through Salesforce. 

It's all based on technology from HeyWire, a company that Salesforce acquired earlier this year

What remains to be seen is whether the bot platforms actually take off with users. Tech industry insiders like execs at Microsoft and Salesforce clearly believe in bots. But it's not clear that users really want to replace traditional user interfaces with automated conversation partners.


Follow Us

Join the New Zealand Reseller News newsletter!

Error: Please check your email address.

Tags Salesforce.com

Featured

Slideshows

Sizing up the NZ security spectrum - Where's the channel sweet spot?

Sizing up the NZ security spectrum - Where's the channel sweet spot?

From new extortion schemes, outside threats and rising cyber attacks, the art of securing the enterprise has seldom been so complex or challenging. With distance no longer a viable defence, Kiwi businesses are fighting to stay ahead of the security curve. In total, 28 per cent of local businesses faced a cyber attack last year, with the number in New Zealand set to rise in 2017. Yet amidst the sensationalism, media headlines and ongoing high profile breaches, confusion floods the channel, as partners seek strategic methods to combat rising sophistication from attackers. In sizing up the security spectrum, this Reseller News roundtable - in association with F5 Networks, Kaspersky Lab, Tech Data, Sophos and SonicWall - assessed where the channel sweet spot is within the New Zealand channel. Photos by Maria Stefina.

Sizing up the NZ security spectrum - Where's the channel sweet spot?
Kiwi channel comes together for another round of After Hours

Kiwi channel comes together for another round of After Hours

The channel came together for another round of After Hours, with a bumper crowd of distributors, vendors and partners descending on The Jefferson in Auckland. Photos by Maria Stefina.​

Kiwi channel comes together for another round of After Hours
Consegna comes to town with AWS cloud offerings launch in Auckland

Consegna comes to town with AWS cloud offerings launch in Auckland

Emerging start-up Consegna has officially launched its cloud offerings in the New Zealand market, through a kick-off event held at Seafarers Building in Auckland.​ Founded in June 2016, the Auckland-based business is backed by AWS and supported by a global team of cloud specialists, leveraging global managed services partnerships with Rackspace locally.

Consegna comes to town with AWS cloud offerings launch in Auckland
Show Comments