Chatbots for reporting consumer complaints via social media can augment traditional channels (SMS, IVR, phone, kiosks in-person filings) and produce efficiencies for regulators, institutions, and consumers alike. In this demonstration case, we present a live prototype of a facebook chatbot, which ultimately informed regulators’ decisions to adopt such a tool. While the Abibot demo provides a streamlined interface for building static conversations, this facebook bot is extensible with custom code on the backend, which can serve to integrate with existing complaints systems and trigger other external actions.
