For Kayak, Facebook Messenger’s Chat Extensions Make Bot Engagements More Social - eMarketer

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eMarketer Interview

For Kayak, Facebook Messenger’s Chat Extensions Make Bot Engagements More Social

Preview from eMarketer PRO

An interview with

Matthias Keller

Chief Scientist, Kayak

Topics: MobileMarketing

Interview summary

Messenger has come a long way since Facebook first opened it up to brands. For travel search company Kayak, some of the most promising new capabilities are chat extensions, which add a social sharing component to interactions with Messenger bots. Matthias Keller, chief scientist at Kayak, spoke with eMarketer’s Maria Minsker about what Messenger allows the brand to do—and what capabilities he wants to see in the future.

Interview

eMarketer: How does Kayak use Facebook Messenger?

Matthias Keller: We have a fully conversational bot that interacts with consumers like a travel agent would. Consumers can ask questions like, “Where should I go for $1,000?” They can get information on prices, get ideas for where to go and just get general support. Users can even share their searches in a Facebook post or in a chat group.