Twitter Introduces Customer Service Bots
By Matthews Ohotto
| November 2nd 2016
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.
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