Just having a look through the current conversations on @BofA_Help, I suspect that if "SA" is a bot then it's employed to triage extreme negative sentiment; if

Just having a look through the current conversations on @BofA_Help, I suspect that if "SA" is a bot then it's employed to triage extreme negative sentiment; if there's an actual complaint behind it all then a real agent steps in, eg. https://twitter.com/BofA_Help/status/353641709789388800 https://twitter.com/BofA_Help/status/353641709789388800 Quite an efficient way for a customer service team to work, but I'm not sure how it's going to affect the perception of them now that people have pointed it out.