Twitter Introduces Customer Service Bots

Twitter Introduces Customer Service Bots to speed up customer service with quick replies and welcome messages in direct messages.

Twitter announced two new features to create better conversational experiences between businesses and people on Twitter. Quick replies and welcome messages in Direct Messages make it easier for businesses to guide people to better outcomes through a combination of simple automation and human service.

The new features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter.

Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation—without requiring people to send the first message. Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps. Welcome messages help businesses demonstrate their commitment to service and help people learn what options exist to engage with a business in Direct Messages.

Quick replies let businesses prompt people with the best ways to reply to a Direct Message, whether by choosing from a list of options or guiding users to enter specific text values.

When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them. For example, they can enable faster resolutions by helping customers more easily provide information to solve problems before an agent sees the first message, or they can simplify automated services and transactional flows that were difficult in the past.