Facebook Acquires AI Customer Service Startup to Support Calibra Wallet
Facebook purchases Israeli startup Servicefriend to bolster the customer service capabilities of its upcoming Calibra digital wallet and Libra cryptocurrency.
Facebook acquires Israeli startup Servicefriend as it prepares to launch its Libra cryptocurrency and Calibra digital wallet in 2020. Servicefriend specializes in building artificial intelligence chatbots that help customer service teams operate more efficiently within messaging applications. The founders and several team members now list their employment at Facebook within the Calibra group on their LinkedIn profiles.
Although Facebook issues a standard statement declining to share specific plans, the primary purpose of this acquisition appears to be building a customer service bot network for Calibra. Because Facebook plans to offer a wide range of financial services like sending money and paying bills, establishing a highly accessible and trustworthy support system is essential. Calibra promises 24/7 support through WhatsApp and Messenger to encourage user confidence in the new financial platform.
Servicefriend brings valuable experience directly related to Facebook's ecosystem, having previously built hybrid bots for Messenger that combine AI with human agents. For example, a bot the startup created for Globe Telecom in the Philippines significantly reduces the need for human agent hours during customer interactions. This expertise helps Facebook address the broader challenges it faces with bot technology while scaling support for its ambitious cryptocurrency venture.