Social Media

Marketers offered crash course in self-build Twitter bots

By John Glenday | Reporter

June 21, 2017 | 3 min read

Sprout Social has developed a Twitter Bot Builder tool offering marketers a crash course in self-build chatbots capable of responding to customer queries on Twitter in real-time.

The venture marks the first time that this new breed of DIY bot has been brought to market, necessitated by the burgeoning volume of social media conversations with brands on the receiving end of an average of 2,742 messages per social account each quarter.

Faced with this onslaught just 12% of brands bother to respond to such queries at all with those that do taking an average of 11 hours to respond.

Marketers offered crash course in self-build Twitter bots

Marketers offered crash course in self-build Twitter bots

Now brands can create, preview and execute their very own chatbot within mere minutes courtesy of an off the shelf solution which negates the need for outsourcing or complicated coding.

Aaron Rankin, chief technology officer of Sprout Social, commented: “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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Built using basic mathematical principles and logic these bots will be able to pen their own welcome messages in greeting and issue predetermined quick replies with Monarch Airlines among the first to successfully deploy its Twitter chatbot to engage with customers by direct message.

In recent weeks Transport for London has also entered the chatbot fray with its own customer service travelbot.

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