TD debuts customer service chatbot on Twitter

TD Canada Trust has unveiled a new Twitter chatbot for customer service, created in collaboration with Twitter Canada and digital engagement agency In The Chat.

The chatbot is accessible via @TD_Canada‘s Twitter page through the ‘Message’ button under its profile and provides a handful of quick customer service options such as ‘Change or Reset my Password,’ ‘Make a Payment to my Credit Card’ and ‘Send Money to a Friend.’

The chatbot doesn’t so much chat, however, as refer customers to its EasyWeb portal, WebBroker or TD app through links — which might be for the best, considering there are obvious privacy implications involved in sending any sort of sensitive financial information via Twitter DM.

The bank’s Twitter service also falls back on live customer service representatives that are available from 6am to 11pm EST, seven days a week.

Those specialists — and the AI — are likely to continue to receive a barrage of inquiries about Android Pay, Google’s mobile payments platform, which recently touched down in Canada sans the support of TD and RBC.

Source: TD