Tag: CustomerAI

Singapore – Customer engagement platform Twilio announced that it will enable companies to create personalized, customer-aware experiences powered by OpenAI.

Through this integration, Twilio clients will be able to use OpenAI’s GPT-4 model to fuel new generative capabilities in ‘Twilio Engage’, the company’s multichannel marketing solution built on the segment customer data platform, as a result of this integration. 

This collaboration with OpenAI will formalize opportunities that many in Twilio’s community of more than 10 million developers have already been experimenting with. For instance, it’s possible to build a ChatGPT plugin for Twilio, which gives users the ability to access Twilio directly from ChatGPT’s interface, creating a new channel for brands to serve their customers better.

Furthermore, developers can create voice-activated chatbots, and feature capabilities can even range to build  serverless SMS chatbots. These builds validate the potential of OpenAI and Twilio’s ongoing and aligned efforts, and the value it can bring to customers looking to enhance customer engagement strategies.

Talking about the integration, Jeff Lawson, CEO of Twilio, said, “Experiences like ChatGPT are coming to the enterprise to power groundbreaking experiences in sales, service, content, marketing and more. Twilio CustomerAI enables companies to build customer-aware interactions – giving the language models context about the customer they’re helping. Without customer-awareness, any ChatGPT-like experiences would be generic and unhelpful. But with CustomerAI, companies can transform LLMs into the most helpful, knowledgeable agent imaginable at scale.”

Meanwhile, Brad Lightcap, COO of OpenAI, commented, “As AI drives down the cost of intelligence, it is increasingly possible for companies to deliver a deeply personalized experience for every customer. We know how much people want this, and we’re happy to be working with Twilio to bring it to the world. Twilio’s customer data platform will enable today’s and tomorrow’s large language models to unlock deep personalization at scale for every business.”

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.