Microsoft Twitter

-->

• Microsoft Twitter Roblox
• Microsoft Twitter Robux
• Microsoft Twitter 365
• Microsoft Twitter Robot
• Bing Rewards Not Working Today
• Microsoft Twitter Bot

Microsoft is a leader in cybersecurity, and we embrace our responsibility to make the world a safer place. Learn more Get started with Microsoft Security Get all the news, updates, and more at.

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

• Met Office and Microsoft join forces to build world’s most powerful weather and climate forecasting supercomputer in UK; Microsoft Classroom Pen 2 empowers students to achieve more; View More From the CEO Addressing racial injustice Stories Chronicling the coronavirus era.
• The latest tweets from @microsoftbr.
• The latest Tweets from Microsoft (@Microsoft). We're on a mission to empower every person and every organization on the planet to achieve more. Support: @MicrosoftHelps.

Many customers use social messaging channels like Twitter Direct Message for their personal communication needs. Many also prefer using these messaging channels to engage with businesses. The asynchronous nature of these channels gives customers the convenience of getting their issues resolved as and when they find time, unlike real-time channels like Chat for Dynamics 365, where the session ends when the chat window is closed.

The Twitter channel gives you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.

Prerequisites

The following are important prerequisites that you must complete before configuring the Twitter channel in Omnichannel for Customer Service.

Microsoft Twitter Roblox

Note

To enable the Twitter channel in an existing Omnichannel for Customer Service environment, you must upgrade to the latest version of Omnichannel for Customer Service.

1. Create a Twitter handle. More information: Create and Manage a Twitter business profile
2. Enable Direct Message for your Twitter handle. More information: Enable Direct Message
3. Create a Twitter application. Apply for a developer account, not a team account. Create a Twitter developer environment. More information: App Development
4. Update the Twitter application permissions to read, write, and access Direct Messages. More information: App permissions

After completing the prerequisites, you can add the Twitter channel for your organization by following these steps:

1. Create a Twitter channel and add a Twitter handle.
2. Create routing rules.

Create a Twitter channel and add a Twitter handle in Omnichannel admin center

1. In the site map, select Channels under General settings, and on the Accounts and channels page, select Add account.
2. Enter the following details:

   1. On the Channel details page, enter a name and select Twitter.

   2. On the Account details page, enter the following details:

      • Consumer API key: Key of the Twitter application. Go to the Twitter developer portal > Twitter app dashboard > Details > Keys and tokens, and then copy the value in the API key field.
      • Consumer API secret: Application secret of the Twitter application. Go to the Twitter developer portal > Twitter app dashboard > Details > Keys and tokens, and then copy the value in the API secret key field.
      • Environment name: Environment of the Twitter application. Go to the Twitter developer portal > Dev environments > Dev environment label (make sure that the dev environment was created under Account Activity API).

      Important

      The Environment name field cannot be a random string and must match the Dev environment label in the Twitter developer portal.

   3. On the Callback information page, copy the text in the Callback URL box. You'll use the copied information in the Twitter account.

   4. Select Done.

3. To configure routing and work distribution, you can create a workstream or select an existing one.
4. Select the workstream that you've created for the Twitter channel and on the workstream page, select Set up Twitter, and configure the following options:
   1. On the Twitter handle page, select a handle from Available Twitter handles.
   2. On the Language page, select a language.
   3. On the Behaviors page, configure the following options:
   4. On the User features page, set the toggle for File attachments to On and select the following checkboxes if you want to allow agents and customers to send and receive file attachments. More information: Enable file attachments.
      • Customers can send file attachments
      • Agents can send file attachments
   5. Verify the settings on the Summary page, and select Finish. The Twitter channel instance is configured.
5. Configure routing rules. More information: Configure work classification.
6. Configure work distribution. More information: Work distribution settings
7. Add a bot. More information Configure a bot.
8. In Advanced settings, configure the following options based on your business needs:

Create a Twitter channel and add a Twitter handle in Omnichannel Administration

Note

Before starting this procedure, you must meet the prerequisites described earlier in this topic.

1. Go to Channels > Twitter.

2. Select New to create a Twitter channel.

3. On the New Twitter Application page, provide the following account details:

   • Name: Name of the Twitter application.

   • Consumer API key: Key of the Twitter application. Go to the Twitter developer portal > Twitter app dashboard > Details > Keys and tokens, and then copy the value in the API key field.

   • Consumer API Secret: Application secret of the Twitter application. Go to the Twitter developer portal > Twitter app dashboard > Details > Keys and tokens, and then copy the value in the API secret key field.

   • Environment name: Environment of the Twitter application. Go to the Twitter developer portal > Dev environments > Dev environment label (make sure that the dev environment was created under Account Activity API).

     Important

     The Environment name field cannot be a random string and must match the Dev environment label in the Twitter developer portal.

   More information about the Twitter app: Setting up your Twitter app

4. Select Save. After you save the record, the Twitter channel is enabled. The Callback URL has been generated. The next step is to save it.

5. To save the Callback URL in the Twitter app dashboard of the developer portal, go to the Twitter developer portal > Twitter app dashboard > Details > App details > Edit. Copy the Callback URL from Omnichannel for Customer Service, and then paste it into the Callback URLs field.

6. Add a Twitter handle: In the Twitter app section, select New Twitter handle to add Twitter handles.

7. On the New Twitter handle page, provide the following information:

   • Name: Not the Twitter handle, but a name that you can reference.

8. Select Sign on to Twitter. A pop-up window appears. Sign in by using the Twitter handle and password that will be added here.

   Note

   If you receive a message that says pop-up windows are blocked, select to always allow them.

9. On the General settings tab, provide the following information:

   • Language: Select the preferred language for your Facebook page.

   • Work Stream: Select the out-of-the-box work stream for the Twitter channel. To create a work stream, see Create work streams.

   • Enable file attachments for customers: Set to Yes to allow customers to send file attachments to agents. Otherwise, set No.

   • Enable file attachments for agents: Set to Yes to allow agents to send file attachments to customers. When the agent sends an attachment, the app uploads the attachment to Twitter and captures the media ID. Otherwise, set No.

     To learn more about attachments, see File attachments.

     To learn more about uploading media in Twitter, see Twitter developer documentation.

10. On the Automated messages tab, configure automated messages.

11. On the Surveys tab, configure a post-conversation survey.

12. Select Save to save the record. The Twitter channel setup is complete.

Note

You can add multiple handles to a Twitter Application channel.

Create routing rules in Omnichannel Administration

1. Go to Work Distribution Management > Work Streams.
2. Open the out-of-the-box work stream or the one you created.
3. On the Routing rules items tab, create a routing rule to transfer the message to an appropriate agent. Select the entity as Twitter Engagement Context. For example, you can create a rule to transfer Twitter chat from a customer named Twitter to the default queue.

When you create conditions for routing rules, the Twitter Engagement Context (Conversation) entity enables you to set the following attributes:

• Customer name
• Customer screen name
• Followers count
• Friends count

Customer and agent experiences

A customer can initiate a conversation in any of the following ways:

• Twitter app on a mobile device
• Twitter app on a desktop device

If a customer initiates a conversation from the Twitter website and then later switches to the mobile device, the previous conversation persists and the customer can continue the conversation.

The agent receives the notification of the incoming chat request, along with customer details. More information: View notifications

Once the Twitter social profile is linked to an user customer/contact record by the agent, subsequent Twitter conversations are linked to the customer records and the customer summary is populated.

If the customer isn't identified by name, a new contact record can be created.

Privacy notice

By enabling this feature, your data will be shared with Twitter and flow outside of your organization's compliance and geo boundaries (even if your organization is in a Government Cloud environment). Please consult the feature technical documentation for more information here.

Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, such as laws relating to monitoring, recording, and storing communications with their end-users. This includes adequately notifying end-users that their communications with agents may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end-users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end users may be monitored, recorded, or stored.

See also

Understand and create work streams
Configure automated messages
Configure a post-conversation survey
Create and manage routing rules
Delete a configured channel

Note

Can you tell us about your documentation language preferences? Take a short survey.

The survey will take about seven minutes. No personal data is collected (privacy statement).

Join Transform 2021 this July 12-16. Register for the AI event of the year.

Microsoft’s recent shopping spree reached a new climax this week with the announcement of its $19.7 billion acquisition of Nuance, a company that provides speech recognition and conversational AI services. Nuance is best known for its deep learning voice transcription service, which is very popular in the health care sector.

The two companies had already been working together closely before the acquisition. Nuance had built several of its products on top of Microsoft’s Azure cloud. And Microsoft had been using Nuance’s Dragon service in its Cloud for Healthcare solution, which launched last year in the midst of the pandemic.

The acquisition is Microsoft’s biggest since the $26 billion purchase of LinkedIn. And it tells a lot about Microsoft’s AI strategy.

AI in health care

Most of the focus in the announcement was on AI in health care, which makes sense because Nuance is a leading provider of AI services in the sector.

“Nuance provides the AI layer at the health care point of delivery and is a pioneer in the real-world application of enterprise AI,” Microsoft CEO Satya Nadella said. “AI is technology’s most important priority, and health care is its most urgent application.”

AI is technology’s most important priority, and healthcare is its most urgent application. Together with @NuanceInc, we will put advanced AI solutions into the hands of professionals to drive better decision-making and create more meaningful connections. https://t.co/ipdP6qZTx9

— Satya Nadella (@satyanadella) April 12, 2021

One thing I like about Nuance is its laser focus, which is in line with the current limits and capabilities of deep learning algorithms. Deep learning might not be very good at general problem-solving or causal inference, but it can be extremely efficient at narrow tasks. Nuance has chosen one application (voice transcription) and has narrowed down its focus to one domain (clinical settings). This has enabled the company to train its machine learning models on tons of data in that specific field and make sure that its AI solutions have peak performance and reliability.

Nuance has a series of AI products tailored for clinical settings, including a virtual assistant for electronic health records, a multi-party conversation transcription service, and a deep learning language model that converts clinical conversations into structured notes for integration into health records.

Documentation is one of the main pain points for clinics and one of the lowest-hanging fruits for AI in health care. Nuance’s AI technology is helping save time and improve the patient experience. According to the acquisition announcement, Nuance’s AI solutions are currently used by more than 55% of physicians and 75% of radiologists in the U.S. and used in 77% of U.S. hospitals. The company has also seen a 37% year-over-year growth in the revenue of its cloud service, though that is probably due to the shifts caused by the COVID-19 pandemic.

“The acquisition will double Microsoft’s total addressable market (TAM) in the health care provider space, bringing the company’s TAM in health care to nearly $500 billion,” according to Microsoft’s announcement.

Microsoft’s position in health care

Nuance’s reach in the health care market suggests Microsoft will recoup its $19.7 billion investment in a relatively short term. But being able to address this market is not a simple feat.

Other big tech companies, such as Apple and Google, already have health care initiatives that are much older than Microsoft’s. But Microsoft is especially well-positioned to take advantage of this new acquisition because of its business model.

Google and Apple are consumer companies. Microsoft, on the other hand, gets most of its revenue from enterprise customers. Its Office suite and its collaboration tools were already being used in many hospitals even before it announced its health care solution. That’s why it was already in a good spot to penetrate the market.

And if you look over at the Cloud for Healthcare page, the company has done a great job of integrating its health solution into tools that many health care workers were already used to working with, such as Outlook, Teams, Office, and messaging apps. The real advantage is the infrastructure Microsoft has built, the integration of all these services with clinical applications, and terrific data engineering that makes it possible to deploy machine learning models and data analytics tools that span various data sources.

This is the perfect infrastructure on top of which Microsoft can build an AI factory, where it creates machine learning models that provide ways to improve existing products and build new ones. The acquisition will enable Microsoft to accelerate its growth by leveraging Nuance’s reach in the health care sector. Now every Nuance customer will also be a Microsoft customer.

Beyond health care

Before the acquisition, Microsoft was already using Nuance’s Dragon AI technology in its health care solution, transcribing virtual visits, taking notes, and integrating information into patients’ health records. Now, with the acquisition of Nuance, Microsoft will also have full access to its technology and will be able to take its new AI transcription power beyond health care.

Microsoft Twitter Robux

“Beyond health care, Nuance provides AI expertise and customer engagement solutions across Interactive Voice Response (IVR), virtual assistants, and digital and biometric solutions to companies around the world across all industries,” Microsoft says in its blog.

It will be interesting to see how Nuance’s technology will be integrated into other Microsoft enterprise products.

One thing that is also worth watching is how Microsoft will be able to combine Nuance’s AI with other technologies it’s experimenting with. For instance, Microsoft already has an exclusive license to OpenAI’s GPT-3 language model. Nuance’s transcription technology and GPT-3 might become a powerful combination for the enterprise.

Microsoft’s AI strategy

Microsoft might not be able to predict which company will be successful in five years’ time, especially in a field as volatile as AI. But it’s banking on the one constant that is always needed in the field: compute power. Microsoft uses its huge Azure platform to develop ties with companies, often providing them with subsidized access to its cloud-based machine learning tools. It also makes many of its investments in Azure credits, ensuring companies it invests in will be locked into its platform. This puts Microsoft in a position to both help those companies grow and learn from them. And the investment pays off when the company’s technology and business model mature.

Earlier this year, I wrote about Microsoft’s investment in the self-driving car startup Cruise, which also made Microsoft Azure the preferred cloud of Cruise and its owner General Motors. I noted at the time that Microsoft’s success is in maintaining a safe distance from developing sectors. Instead of making one big acquisition, Microsoft casts a wide net by making smaller investments in several companies.

This gives it a good foothold into many innovative sectors. As these sectors mature, Microsoft is gradually entering partnerships with the more successful startups. And when the time is right, it will acquire the company that gives it the best leverage in the market.

We can see this exact cycle with Nuance as Microsoft evolved from being Nuance’s cloud provider to its partner to its owner. And this evolution tells us a lot about Microsoft’s AI strategy, which I think is very smart, given how fast things can change in the AI industry. The enterprise AI sector has come a long way toward creating applications that can solve real-world problems. But we still haven’t figured out many things. And as new technologies and companies continue to develop, Microsoft will be watching and picking winners.

Ben Dickson is a software engineer and the founder of TechTalks, a blog that explores the ways technology is solving and creating problems.

Microsoft Twitter 365

This story originally appeared on Bdtechtalks.com. Copyright 2021

Microsoft Twitter Robot

VentureBeat

Bing Rewards Not Working Today

VentureBeat's mission is to be a digital town square for technical decision-makers to gain knowledge about transformative technology and transact.Our site delivers essential information on data technologies and strategies to guide you as you lead your organizations. We invite you to become a member of our community, to access:

Microsoft Twitter Bot

• up-to-date information on the subjects of interest to you
• our newsletters
• gated thought-leader content and discounted access to our prized events, such as Transform 2021: Learn More
• networking features, and more

Become a member