Customer engagement platform provider Twilio recently debuted its new CustomerAI solution. The technology combines the power of large language models (LLMs) with the customer data that flows through Twilio’s Customer Engagement Platform, to help companies make more informed choices about how to serve their customers.
Thanks to the company’s more than 300,000 active customer accounts, Twilio powers more than a trillion customer interactions every year. From text messages and calls to web and mobile activity, and from contact center conversations to email correspondence, these signals capture a picture of who each customer is. With CustomerAI, Twilio can better help businesses organize and pair that knowledge with generative and predictive AI capabilities to help them to better understand and provide deeper value to their customers, the company said.
Using LLM and natural language processing (NLP), Twilio will infer traits about a customer in real-time based on customer conversations, such as messages, and automatically update Segment customer profiles with these learned attributes. At a macro level, supervisors and executives will have greater visibility into the trends impacting the efficiency and effectiveness of their contact center. Here, Twilio Flex will leverage NLP to derive insights on trends such as top intents, hot topics, and call costs, and generative AI to create actionable recommendations about operational tasks like agent training and knowledge base updates. At the agent level, generative AI will equip agents with a “TLDR” of the customer’s history, followed by customized AI-generated responses during the interaction that are informed by the customer’s profile as well as an LLM that has been trained on the knowledgebase.
“In this next great era of computing, shaped by advancements in artificial intelligence, brands have a massive opportunity to deepen their customer relationships,” said Jeff Lawson, CEO of Twilio. “To help make that a reality, Twilio is infusing CustomerAI into customer touchpoints across marketing, sales, and service. 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.”
Edited by
Greg Tavarez
