These days, the idea of bots on Twitter might be associated more with accounts that auto-Tweet, auto-like, and auto-retweet messages, or are corralled into large armies that follow people and do other things en-masse.
But as the idea of artificial-intelligence- driven messengers starts to take hold in the tech world, and specifically in areas like customer service, Twitter is positioning itself as a platform for these kinds of bots, too.
Sprout Social, a firm that helps businesses manage their presence on Twitter, is launching a new product called Bot Builder, to help clients build customer support chatbots for the platform.
The bots will be used to answer basic questions to, say, verify a user’s identity and account information and other basic issues that form the start of customer support queries, so that they can progress the the next level of getting handled, Sprout Social’s co-founder Aaron Rankin said in an interview.
Just last month, Twitter launched a new Direct Message Card that linked users from public timelines into direct message chats, to chat with bots.
But these were not about customer service; they were about marketing and interacting with brands for fun, such as a “bot tender” that helped you with drink recipes; or short-term and mostly fun experiments around quick transactions, such as this bot to order food from Denny’s.