Spotlight

How Sprout’s Bot Builder Can Improve Customer Service via Twitter

By Elliott Gluck

While the promise of automated bots has become the dream of futurists for some time, recent technological advances have begun to truly allow for the effective automation of certain tasks away from humans. The prospect of saving organizations time and money remains all but irresistible. While there are no shortage of new and interesting use cases utilizing this new technology, we wanted to highlight a specific example of one of our partners leveraging our new Direct Message APIs in new and interesting ways.


In conjunction with Twitter, Sprout Social (one of our Twitter Official Partnersrecently announced the building of automated workflows that bring chatbots to life in social conversations. The product is called Bot Builder: a new set of tools that empowers brands to quickly resolve customer issues and offer unique marketing experiences for their customers and followers. This enables companies to innovate in interesting ways, allowing brands to create, preview, and deploy chatbots on Twitter in a matter of minutes.

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To begin, Sprout’s Bot Builder uses welcome messages through Twitter’s Direct Message feature, then enables a series of preset quick replies to isolate issues or areas of interest. Once a quick reply is selected by the customer, a specific auto-response will follow based off that selection allowing the conversation to continue and evolve to help solve or respond to the user’s issue.

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Ultimately the conversation will be handed off via Sprout’s Smart Inbox to a human agent who is now armed with the key information, compiled via the Direct Message quick responses, and can step in and provide faster assistance. The end result is a quicker issue resolution time and happier, more satisfied customers.

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It doesn’t matter if you have several thousand or several hundred thousand Twitter followers. Sprout’s Bot Builder makes it easy for brands of all sizes to get started building a simple bot for customer care or marketing purposes.

Ian Cairns

Group Product Manager at Twitter

@cairns

Sprout Social is part of the Twitter Official Partner program, which encompasses a set of companies that have been recognized by Twitter for their exceptional products and proven success on the platform. As part of this relationship, Sprout Social is working closely with Twitter to identify new ways that Twitter data can help brands and agencies, and in turn Sprout has not only the most complete access to every data product and stream that Twitter offers, but is also collaborating with Twitter’s product team to bring new, unique co-developed solutions to market.


You can read the full product announcement here and learn even more through our joint Guide To Building The Best Bots.

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@elliottgluck

Elliott Gluck

@elliottgluck

Product Marketing, Twitter Data

Only on Twitter

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