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Twitter and ICICI Bank announce Partnership that integrates a slew of Digital Customer Care Support features for Bank

ICICI Bank is the first bank in India to implement the new features to its Twitter account @ICICIBank_Care for customer care

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Twitter in Partnership with ICICI for customer benifit
Twitter Logo. Pixabay

New Delhi, December 28,2016: Twitter and ICICI Bank on Wednesday announced a partnership that integrates a slew of digital customer care support features for the bank, benefiting millions of its customers with direct online response to their queries and feedback in real-time.

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ICICI Bank is the first bank in India to implement the new features to its Twitter account @ICICIBank_Care for customer care.

“With the latest customer care features from Twitter, we hope the bank and their customers will find greater convenience in their digital engagement and stronger customer relationships as a result,” said Arvinder Gujral, Senior Director, Business Development, Asia Pacific, Twitter, in a statement.

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The bank has activated the support indicator, introduced the message button and embedded deep links for moving a conversation from public to private thereby allowing customers to provide feedback on a service interaction.

 

The features are available to businesses globally.

“Customer feedback can be implemented through our ecosystem partners. Support indicators and the Message button can be activated on a new Customer support settings page on the Twitter Dashboard website,” the company said.

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“This initiative is in line with our philosophy of ‘Khayaal Aapka’ wherein we offer services that make banking a rewarding experience for our valued customers,” added Sujit Ganguli, Senior General Manager, ICICI Bank.

 

–IANS

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Jack Dorsey Admits Twitter Makes it Easy to Abuse Others

Twitter last year said that making the platform free of abuse, spam and other things that distract from the public conversation is its top priority

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Twitter, India
Twitter Chief Executive Officer Jack Dorsey testifies before a Senate Intelligence Committee hearing on foreign influence operations and their use of social media on Capitol Hill. VOA

Admitting that Twitter makes it “super easy to harass and abuse others”, CEO of the micrblogging platform Jack Dorsey has said that addressing the issue in a systematic way is his biggest worry.

The platform is relying more on Machine Learning (ML) to identify abusive tweets as opposed to having people individually report them, Dorsey said in his TED talk this week, Business Insider reported.

“We have seen abuse, we have seen harassment, we have seen manipulation, automation, human coordination, misinformation,” Dorsey was quoted as saying.

“These are dynamics that we were not expecting 13 years ago.”

Dorsey also lamented that the system places undue weight on followers and likes.

“Right now the system makes it super easy to harass and abuse others,” he said, while adding that Twitter has created a “pretty terrible situation” for women.

Twitter CEO Jack Dorsey.
Twitter CEO Jack Dorsey.

As part of the efforts to make its platform appear less toxic, Twitter this week also announced that it is planning to give people an option to hide replies to their tweets, thereby giving users more control over the nature of conversation they would like to have on the platform.

“Starting in June, we’ll be experimenting with ways to give people more control over their conversations by giving them an option to hide replies to their Tweets,” Donald Hicks, Vice President, Twitter Service and David Gasca, Twitter’s Senior Director, Product Management, Health, wrote in a blog post on Tuesday.

While the feature has the potential to make trolls invisible, it could make it difficult for users to correct wrong statements made by others.

Also Read- 4 of 11 Tesla Board Members to Step Down by 2020

Other social media platforms like Facebook and Instagram already give users much more power in terms of dealing with the comments to their posts, including the option to delete them.

Twitter last year said that making the platform free of abuse, spam and other things that distract from the public conversation is its top priority. (IANS)