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Twitter rolls out customer service chatbots to Direct Messages

Its new features will be added to Twitter Direct Messages.

By Hannah Williams

Twitter has announced two new chatbot features for its Direct Messages function, with the new additions designed to create better conversational experiences between businesses and Twitter users.

The first feature, Welcome messages, allows businesses to greet people and set expectations as they enter a Direct Message conversation. This can be done without requiring people to send the first message.

It is to help businesses demonstrate their commitment service and help people learn what options exist to engage with a business in Direct Messages. Multiple welcome messages can be created and linked directly to specific greeting from tweets, websites or apps.

Quick replies, which is the second feature, enables businesses to prompt people with the best ways to reply to a Direct Message, either by choosing from a list of options or guiding users to enter specific text values.

By using both features together, businesses can reduce wait times and educate people on the best ways to interact with them.


Twitter brand logo

Twitter announced in a blog, to be working closely with Assist and other companies to introduce the features. Businesses that would like to create automated experiences in Direct Messages are advised to contact the companies directly.

Shane Mac, Co-Founder and CEO, Assist said: “The features that Twitter has built into Direct Message will help people get better experiences with businesses on the platform. At Assist, we’re excited to use Twitter’s new features to build innovative solutions that bring faster service and solutions for brands on Twitter.”

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A recent survey conducted by Twitter and Applied Marketing revealed that the use of chatbots for the social networking site use.
The survey found that responding to customers on Twitter increases word of mouth activity, likeliness to recommend and customer satisfaction, with 44 percent of customers being more likely to share their experiences both online and offline.

Read this to find out what a chatbot is and its features.

Already, companies such as Evernote and Pizza Hut are launching new experiences in Direct Messages to make use of these features.

pizza hutBaron Concors, Global Chief Digital Officer, Pizza Hut said: “The new Pizza Hut social ordering platform is another example of making it easy for our customer to order their favourites 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.”

The features are now available for people with the latest version of the Twitter app.

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