Sprout Social introduced Bot Builder for Twitter in June, enabling developers to easily create, preview and deploy chat bots. Starting on Aug. 22, developers of Facebook Messenger bots get to play, too.
The process also mirrors that of Bot Builder for Twitter: Users launching chats on Messenger will be greeted with pre-set opening replies containing options for the next steps, depending on their queries. Sprout Social said in a release introducing the new tool, “By the time the case is handed over to the human agent, he or she has all the details needed and can more efficiently assist in getting to the solution.”
Sprout Social also provided a status report on its Twitter tool, saying that one of its early testers, Evernote, has served 80 percent more customers on Twitter since implementing Bot Builder, while lowering the number of replies in each conversation by 18 percent.
Chief technology officer Aaron Rankin added in the release, “Our tool makes it easy for businesses to provide the instant response people are looking for while ensuring that customer-service agents can seamlessly pick up queries that require more nuanced assistance. The strong foundation that Facebook Messenger has built for chat bots has also made inroads in consumer acceptance of automation, so offering an accessible Bot Builder was a natural next step.”