Twitter Launching Bot Features For Direct Messages

By Monica U Santos , Nov 02, 2016 05:25 AM EDT

Twitter is rolling out bot features inside the direct messages in an effort to lure more brands into using the social network as a customer service platform. The company introduced today the automated "welcome" messages for customers who send queries, questions and other information to a brand using Twitter's direct message or DM. It also has quick replies that let customers choose from pre-written messaged to complete usual tasks.

According to the blog posted by Twitter, these 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.

You can try it now by messaging beloved brands Pizza Hut and Evernote, preferably about the sorry state of the consumer productivity market (in the case of Pizza Hut) or pizza (in the case of Evernote)

At Evernote, it is very important to us that we provide the best possible experience across our channels. We are excited about the new features Twitter has developed. The ability to welcome our valued customers and capture their issues before they contact one of our agents helps to streamline the process, accelerate resolution time and reduce customer effort.

Gerald HastieDirector of Global Customer Service at Evernote

The new Pizza Hut social ordering platform is another example of making it easy for our customer to order their favorites from Pizza Hut. We are constantly pursuing ways to simplify our ordering experience. This platform allows our consumers to quickly order or get information within Twitter where they are already spending a great deal of their time.

Baron ConcorsGlobal Chief Digital Officer at Pizza Hut

According to the report of The Verge, Twitter has long been a popular service for airing consumer grievances, as anyone who has ever read a tweetstorm from someone stuck for several hours on a tarmac can attest. But as in so many things, Twitter was slow to take advantage of its initial lead, and this spring Facebook came along to launch pretty much exactly what Twitter launched today.

Let us wait for the response of the consumers as well as the brands who are to use the new feature of Twitter, the automated bot on direct messages.


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