Twitter is now joining other social media platforms like Facebook setting automated messages in motion in its direct messages for companies with Twitter accounts.
According to CNET, Twitter is initiating the ability for companies to set up automated customer service messages in direct messages (DM). It is somewhat a welcome greeting and responses intended to direct a user to swift resolution.
Facebook unleashed its big bet on bots software powered by artificial intelligence that can operate simple tasks such as customer service queries. Its focal point is on its Messenger app.
Twitter on the other hand, with its new updates and features (automated welcome messages and quick replies) duplicates the basic effects of Facebook's scheme although they are powered by different software technology.
In a blog post, Twitter wrote: "The automated welcome messages let businesses greet people and ‘set expectations as they enter a Direct Message' without requiring people to send the first message. Companies can set multiple welcome messages and link directly to a specific greeting from Tweets, websites or apps".
With Twitter's new automated message feature, businesses prompt people with the method to reply to a direct message either ‘by choosing from a list of selections or prompting users to enter certain text values'. According to Twitter, the tools can trim down wait time.
Companies like @SpotifyCares, @EvernoteHelps, @AirbnbHelp and @PizzaHut join the new feature when using the updated version of the Twitter app as well as its own @Gov account.
Twitter is an online news and social networking service where users post and read short 140-character messages called "tweets". Only registered users can post and read tweets but the unregistered ones can only read them.
Jack Dorsey, Noah Glass, Biz Stone, and Evan Williams created Twitter in March 2006 and was launched in July of the same year which instantly gained reputation globally. Its headquarters is in San Francisco, California.
"We came across the word 'twitter', and it was just perfect. The definition was 'a short burst of inconsequential information,' and 'chirps from birds'. And that's exactly what the product was," said Jack Dorsey.
