Twitter helps brands become more than faceless monoliths to their customers

Next time you seek out customer service through a Twitter message, you may find yourself talking to an actual human rather than a corporate account.
The social network now lets brands display avatars and names of individual employees in direct-message conversations, while still operating through the company’s main profile. The new tool will also more clearly indicate when you are talking to an automated bot.
The feature launched Wednesday with T-Mobile signed on as the only advertiser part