Facebook has opened up its Messenger app to create “chatbots,” as the company looks to expand its reach into customer services and business transactions.
Chatbots are automated programs that help consumers communicate with business and carryout online purchases.
Chief executive Mark Zuckerberg launched the chatbots with a number of partners including Shopify and CNN.
Facebook want the chatbot to be the direct link to businesses, the move threatens traditional call centres and may lead to job losses.
Facebook is in an ideal position it contains a huge amount of data on 1.6 billion service users and that will allow developers to create personalised chatbots for airline booking or contacting customer services.