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TD Ameritrade launches Facebook chatbot

TD Ameritrade launches Facebook chatbot
From Reuters - August 21, 2017

NEW YORK (Reuters) - TD Ameritrade has launched a "chatbot", an automated program that can communicate with the brokerage's customers on Facebook Inc's messaging application, to give them information about markets and their accounts.

TD Ameritrade's chatbot uses artificial intelligence and machine learning to respond to natural language messages from users on Facebook Messenger about their investments and stock prices, the brokerage said on Tuesday.

For example customers could ask the chatbot for the price of Apple Incshares or information on the performance of their portfolio without leaving the messaging app. It also offers educational content such as videos on different investment topics.

Unlike other chatbots, TD Ameritrade's bot will be backed by a human customer support team, which will receive notifications if the bot detects it is unable to handle some interactions. This will include cases in which the user is expressing frustration through colorful language or if they expressly request human help.

"If salty language is used it will automatically escalate it to the human," Sunayna Tuteja, director of emerging technologies and innovation at TD Ameritrade, said in an interview.

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