Apple formalizes the use of iMessage for business support with partnerships (Salesforce, Nuance)

As
revealed in a previous announcement, Apple has revealed the functionality
of Business Chat during the last day of WWDC 2017. This is a service
customer support via instant messaging and using iMessage.
It will firstly serve the Apple firm directly, but will open itself to
third-party companies subsequently. The user will then be able to follow their
orders, obtain information, or even make an appointment directly
by text in the conversation window:

Apple presented this new feature as accessible only to
developers initially. A partnership has been established with
major companies specializing in customer service platforms such as
Genesys, LivePerson, Nuance or even Salesforces.

Regarding the practical use of this instant messaging service
in apps on iOS, the demonstration was notably made with Siri,
Spotlight, Safari or even Maps. In fact, in each of these apps, at the
following a search or query, and depending on the case, a small icon with
chat bubble appears and allows access to a chat window in
the iMessage app. The association of a QR code will provide information about the
location of the person, or of a product of interest or even of a
configuration and even a discussion language.

The advantage of using iMessage is to be able to send, among other things,
photos and other attachments, or even links to apps to
download, etc. The service will also arrive with different extensions
for iMesage, specially designed for customer support, as one
allowing you to send an Apple Pay payment request, or one of
allowing you to choose an appointment time.

Apple has finally clarified that the exchange in these Business Chats will be done with
real people, not robots or other artificial intelligence.

Also read, therecent information regarding
iOS 11, dont :

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  Apple Keynote: all the new iOS 11, iPad, Mac and HomePod features in one
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• 
  Live Blog from the Apple WWDC 2017 conference: iOS 11, new Mac, iPad,
  etc.

Source

Editor-in-chief for iPhon.fr. Pierre is like Indiana Jones, looking for the lost iOS trick. Also a long-time Mac user, Apple devices hold no secrets for him. Contact: pierre[a]iphon.fr.