Shake Shack’s new chatbot can answer 300 customer questions
Shake Shack has launched a chatbot that will answer customers’ most burning questions, such as whether their local Shake Shack is open at 10 p.m. or if its burger patties are organic.
The chain rolled out the chatbot to Facebook Messenger and Twitter Direct Message. It can answer the 300 most-asked questions by customers. The goal, said Phil Crawford, vp of information technology at Shake Shack, is to extend the brand to wider audiences on Facebook and Twitter.
Using the chatbot, users can type their questions or pick an action from a list to locate their nearest Shake Shack, view the menu and see a list of FAQs. On Messenger, users can also view Shake Shack’s Instagram account or the “Shack Cam,” a live feed of its flagship location at Madison Square Park in Manhattan. Once the bot displays an answer, a home button directs users back to the options.
Shake Shack developed the chatbot over four months through conversational intelligence platform Conversable. Shake Shack will update the bot as needed.
The bot doesn’t take orders yet, but Crawford said Shake Shack is looking into adding that feature. Doing so could help the chain increase sales, especially as it expands into mainland China. Other fast-food chains such as Pizza Hut, Papa John’s and Denny’s have already added the capability to their own chatbots. Shake Shack does offer delivery through Postmates and the ability to order ahead via its mobile app.
“We’re excited by continued innovation in the digital space, especially around conversational technology,” said Crawford. “The chatbot opens a wide range of short-term and long-term opportunities for further engagement.”
Digiday+ Research deep dive: YouTube holds strong as a reliable marketing channel for agencies and brands
YouTube might not be considered the most exciting marketing channel out there, but brands and agencies see the platform as a reliable marketing channel that delivers consistent success.
Pringles goes all in on social to put college athletes front-and-center for ‘March Mustache’ campaign
Pringles is turning to social media — particularly Instagram — to leverage some of the college athletes playing in the March Madness basketball tournament, with the goal of reaching college basketball fans on second screens.
Short-form video needs better monetization, creator funds aren’t the way to do it
Creator funds have almost been like a stepping stone before a more permanent solution is either considered or put into place.
SponsoredHow advertisers are leveraging omnichannel attribution and measurement to power CTV
Sponsored by MNTN Connected TV advertising has joined and expanded the larger ecosystem of campaigns that advertisers deploy. As such, omnichannel marketing strategies now encompass television and mobile devices, tablets and other screens such as out-of-home. And as customers engage across these different touchpoints, brands are seeking and moving their measurement and analytics efforts to […]
L’Oreal uses social listening, in-house teams to tap into beauty trends ‘at the speed of culture’
The beauty behemoth is turning to in-house teams to accelerate content production that taps into trends within days, rather than the weeks or months of traditional marketing and advertising timelines.
With Canva and Adobe’s new updates, the generative AI race enters the brand design space
Canva and Adobe are just two of several major design and visual platforms that are rapidly introducing new generative AI capabilities in the service of brands.