What Marriott learned from its faulty Facebook Messenger chatbot

by Tanya Dua
Marriott’s first foray into Facebook Messenger in March 2016 was a complete disaster. The bot immediately misfired, sliding into customers Facebook inboxes to make unsolicited suggestions. Customers who had recently browsed through rooms at Courtyard Marriott Chicago online, for example, were sent personal messages asking if they still wanted to book a room.Read the full article