Industry News | August 1, 2017

Shake Shack Launches Chatbot

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Continuing its commitment to hospitality, Shake Shack announced Tuesday the release of its chatbot, on Facebook Messenger and Twitter Direct Message. Developed in partnership with Conversable, a conversational intelligence platform, the ShackBot will answer guests’ most commonly asked questions and help them find their nearest Shake Shack.

With the ability to answer more than 300 of guests’ most frequently asked questions in-channel on Twitter and Facebook, the ShackBot is the latest example of Shake Shack’s commitment to creating a premium guest experience. Guests will now be able to engage with the bot to learn more about the menu, featured items, nutritional information, hours and more. Guests will also be invited to provide feedback and granted easy access to download the Shack App and sticker package. Shake Shack continues to develop new and innovative ways to improve hospitality, both in-Shack and digitally, to meet guests when and where they are.

"Shake Shack has always been defined by our hospitality and commitment to providing a fun and lively community gathering place. We aim to deliver the best experience possible—whether that be in line at a Shack or online via our Shack App,” says Phil Crawford, Vice President of Information Technology at Shake Shack. “We’re excited by continued innovation in the digital space, especially around conversational technology like the ShackBot, and what that means for our guests. The ShackBot opens a wide range of short term and long term opportunities for further engagement."

“Shake Shack is a brand that has always prided itself on hospitality, and they understand the need to develop new channels of engagement as they emerge,” says Ben Lamm, CEO of Conversable. “Their unrelenting focus on implementing technology that creates value for their customers is a testament to the power of a brand built on loyalty and hospitality.”

Conversable’s enterprise conversational intelligence platform helps brands create personal, on-demand, automated experiences on any messaging or voice channel. Starting with Facebook and Twitter, Shake Shack can now offer a convenient digital experience in the channel of the user’s choice. As a leader in the competitive fast-casual space, Shake Shack’s ability to engage digitally demonstrates how forward-thinking brands can differentiate with technology. As part of the relationship with Conversable, Shake Shack will continue to expand ShackBot’s capabilities, building upon an already market-leading capability.

To start using the ShackBot today, please visit: Facebook Messenger and Twitter Direct Message. Click the links or open a message with the Shake Shack Twitter or Facebook page to get started.

News and information presented in this release has not been corroborated by QSR, Food News Media, or Journalistic, Inc.