Singapore – Twilio, the customer engagement platform, has unveiled its new technology ‘CustomerAI’ ahead of SIGNAL, its upcoming user and developer conference.
Twilio’s CustomerAI couples the power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement Platform, to help companies unlock the potential of their customers. With CustomerAI, Twilio aims to empower businesses to organize and pair signals coming from various channels such as text messages and calls to web and mobile activity, contact center conversations, and email correspondence, with generative and predictive artificial intelligence (AI) capabilities, to help them to better understand and provide deeper value to their customers.
“In this next great era of computing, shaped by advancements in artificial intelligence, brands have a massive opportunity to deepen their customer relationships. To help make that a reality, Twilio is infusing CustomerAI into customer touchpoints across marketing, sales, and service,” said Jeff Lawson, CEO of Twilio. “With generative and predictive intelligence, Twilio’s high quality interaction data, and Segment profiles working together, every experience can be highly personalized and tuned with a level of sophistication that was previously only attainable by the tech giants. With Twilio CustomerAI, brands can transform their customer relationships and unlock their full potential.”
At SIGNAL 2023, attendees can expect a deep dive into the application of AI and its seismic impact on CX and technology today. Twilio will convene dozens of world-leading experts including special guest Sam Altman of OpenAI, and thought leaders from brands such as Autodesk, Plentiful, and Workday. Live from the keynote stage, and across 20+ breakout sessions and product deep dives, Twilio will showcase the ways that CustomerAI can unlock ‘digital greatness.’
“We are thrilled to start showcasing the impact of CustomerAI across the Twilio Customer Engagement Platform. CustomerAI is all about making it faster and easier for companies to deliver truly personalized experiences to customers,” said Kathryn Murphy, SVP of product management at Twilio. “Customers are real-time. And they interact with companies in lots of different ways. A customer might be having a tough experience and engaged with the call center, but does marketing know about that? And is marketing suppressing a message or sending something with the right tone? This is one example and traditionally it’s been super hard to pull off. But that’s exactly what CustomerAI is helping companies to do: make customer engagement real-time and personalized.”
Twilio said that as the company develops these new AI-powered capabilities and enhancements to push the envelope of what’s possible for customers, it is leveraging its own proprietary technology as well as working with a close group of trusted, world-class partners that meet its privacy and data protection standards.
“Critically, Twilio is committed to building CustomerAI safely and responsibly. As a part of this commitment, Twilio builds privacy and security by design into our product development lifecycle and will ensure companies have full transparency and control of the data that informs AI-powered interactions with their customers,” said Twilio.
