Direct Relief developed the bot to answer questions on Facebook after recognise its response time was going dangerously high-pitched. Now it’s stirring the technology available to anyone who needs it.
After Hurricane Harvey struck Texas in mid-2 017 , nonprofit Direct Relief encountered its own customer service disaster. The humanitarian aid group, which delivers medical aid and other assist in crisis areas, expected to be able to use Facebook Messenger to answer questions from people wanting to help or trying it. But its response time climbed from less than an hour to two days as more and more contents swarmed in.
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