Twitter is adding custom profiles for customer support providers so that users don't feel as though they're speaking to bots when interacting with businesses. With the feature, users can see a customer support employee's profile when direct messaging a company.
Information like an agent's name, their job title, and a profile pic are available. This helps to personalize the customer support process compared to having all employees use the same business name handle.
To begin rolling out the feature, Twitter is partnering with T-Mobile.
Custom profiles can help people identify when they are speaking to a human versus not, which helps manage their expectations about the types of replies they might receive, - Ian Cairns, Twitter
Businesses interested in using the direct message feature can register here.