Yep, Twitter just released their Bot platform automating DMs, very focused on customer service. Very good news for the bot space. Expected move from Twitter where they want to turn brand hateness (which happens often in Twitter) into a more positive approach to customer experience.
If you have an interesting use case for Twitter DM around customer support, just reply to this email ;)
Also, quick interesting find from our end: we replaced a form with our Web Widget on our own site, and have seen an increase in 3x in conversions since then!