Bot Builder, unveiled Tuesday, is a set of tools that enables brands to create, preview and deploy Twitter chat bots in just a few steps via its setup wizard, with those bots based on “simple, rules-based logic.”
Bot Builder uses Welcome Messages to greet customers that send direct messages to brands, as well as predetermined Quick Replies, which enable brands to provide quick context for every type of conversation they anticipate fielding.
Twitter group product manager Ian Cairns said in a release introducing Bot Builder:
Sprout Social has long been one of our favorite solutions for businesses that want to get the most out of engaging with customers on Twitter. We’re really excited that it’s keeping up its leadership by being the first to market with a scalable, simple Bot Builder designed for customer-service teams.
Sprout Social chief technology officer Aaron Rankin added:
Sprout’s Bot Builder is built on the belief that great customer experiences come from real conversations. Automation should not replace human agents, but augment their workflow to result in better and faster outcomes. We developed self-configurable bots to do just that. Brands can rely on the bot to quickly and consistently collect customer information, so the agent has context even before their first interaction.
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