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NEW YORK – As more people turn to their mobile devices to manage everything from their calendars to their homes, Verizon is introducing the Fios chatbot on Facebook Messenger, a new way for Fios customers to find, watch and manage the video content that matters most to them.
The new Fios chatbot is a robust bot ecosystem that allows you to search and discover new content, get personalized viewing recommendations, and manage your DVR by asking a question on your Facebook Messenger app. Verizon is expanding the current experience with a group of customers in an open beta.
“The Fios chatbot is one example of everything we’re doing to digitally transform the customer experience at Verizon,” said Miguel Quiroga, head of digital for Verizon’s Fios consumer business. “We’ve built these capabilities because our customers want us to be available wherever they’re increasingly active. This is an example of how we at Fios are leaning in towards a customer first experience.”
Users just open their Facebook Messenger app, select Fios, enter their Fios credentials, and type in a question such as, “What’s on tonight?” The chatbot will scan Fios programming and suggest content. From there, the customer can elect to watch a program right then on their Fios TV app, set their DVR to record the program to watch later, or just note the information and watch the program when they get home. They can also browse the Fios channel line-up and programming schedules; ask when a specific TV show, movie or sporting event is on; search for content featuring their favorite actor, and much more. Additional video on demand ordering, tech support and other functionality are coming soon.
“The Fios chatbot is focused on entertainment content now,” said Quiroga. “And it will continue to evolve based on how people use it. In effect, our customers will be ‘co-creating’ the platform with us.”
Transforming the digital experience
As more customers increasingly shop, learn, entertain themselves and manage their lives on their mobile devices, brands too are making the “digital transformation” to meet their customers where they’re spending most of their time.
“Our customers expect Verizon and the other brands they follow to engage and interact with them on an on-demand basis,” said Quiroga. “And they want that interaction to be personalized based on their needs and preferences. We view the digital customer experience as a product. We’re actually competing against our customers’ last best experience – not just in our industry but with every other brand with whom they interact. We’re rapidly modernizing and evolving our customer experience to make it simple, delightful, and seamlessly orchestrated into the context of the larger customer journey across all our digital and live interactions.”