There could be a new way to gain customer support from financial services as Facebook looks to put banks on Facebook Messenger.
According to a report from the Wall Street Journal, Facebook has been approaching banks such as JPMorgan Chase and Citi to integrate with Messenger.
The social media platform apparently asked for detailed financial information such as card transactions and checking-account balances. The firm strongly denies this.
A Facebook spokesperson told RBI: “A recent Wall Street Journal story implies incorrectly that we are actively asking financial services companies for financial transaction data – this is not true. Like many online companies with commerce businesses, we partner with banks and credit card companies to offer services like customer chat or account management.
“The idea is that messaging with a bank can be better than waiting on hold over the phone – and it’s completely opt-in. We’re not using this information beyond enabling these types of experiences – not for advertising or anything else. A critical part of these partnerships is keeping people’s information safe and secure.”
Facebook is still facing lawsuits over the Cambridge Analytica scandal and is being investigated by various agencies.
Banks on Facebook Messenger
There seems to be a stronger push for banks on Facebook Messenger, but it is nothing new. Caixa in Spain has been utilising the platform for over a year.
Canada-based Bank of Montreal (BMO) has launched two new chatbots for Facebook Messenger and Twitter.
In addition, Citi has already launched a natural-speaking chatbot on Facebook Messenger. It was launched in March 2018 in Singapore.
In addition, firms such as Personetics have been working on chatbot technology for a while.