Voxeo, my favorite innovator in the customer self services space, today announced the addition of Twitter support to its IMified platform.
I’ve covered the announcement in much more detail over at The Next Web.
Essentially, extending automated customer self care scenarios that leverage Twitter, the communication phenomenon that caught millions of users and continues to grow at exponential rates, has become a giant step more simple today.
Utilizing your existing backend system integration and any scripting technology for dynamic web applications (PHP, ASP.NET, Python, Ruby etc.) you can now easily develop self services offerings that respond to AOL, MSN, Yahoo and Twitter messages. It’s like VoiceXML for Instant Messaging and Twitter.
Think about a Twitter account, that automatically responds to “DM @UnitedAirlines I want to fly from London to New York tomorrow morning”. The response contains a brief info about available flights and a direct link with a pre-filled form to speed up web based booking.
Self care right from your favorite desktop or smart phone Twitter client!
Think about monitoring the Twitter universe for all messages that contain “#fail” and are addressed to you as public @replies. Your bot can gracefully step in and deescalate before things go wrong big time.
Take your existing VoiceXML based Interactive Voice Response (IVR) application and hook it up to all major Instant Messaging networks and Twitter within days. Or leverage the VoiceObjects dialog application server (bought by Voxeo in December 2008) to deliver a sophisticated, personalized experience via these new and important customer communication channels.
Are you on Jabber? Talk to my Thee-Lines-of-PHP bot, created with IMified, at ralfrottmann@bot.im.
