Twilio, a customer engagement platform that drives real-time, personalised experiences, has announced CustomerAI solutions that will enable business to access artificial intelligence (AI). New predictive and generative AI tools, along with CDP innovations that underpin powerful AI use cases, are among the launches.
“The tectonic shift in technology that we’ve seen this past year rivals the scale and magnitude of the invention of the Internet. AI has truly captured the hearts and minds of builders across the globe,” said Jeff Lawson, CEO of Twilio. “I believe the real value unlock for AI will be pairing large language models with first party data sets – which is where Twilio is most differentiated. With CustomerAI, artificial intelligence becomes customer-aware, empowering businesses to drive data-driven personal interactions at every touchpoint.”
With CustomerAI, brands can expand their perception of customer data, activate it more extensively, and be better informed by a deeper understanding. AI and machine learning (ML) models can help anticipate and act on future customer behaviour, but effective, complex models require real-time data and data science expertise. With CustomerAI Predictions, Twilio is putting the power of predictive AI at marketers’ fingertips. Without having to tap technical teams, marketers can now create hyper-targeted audiences, trigger customer journeys, and personalise multichannel experiences based on a customer’s lifetime value (LTV), likelihood to purchase or churn, or any other event tracked in Segment.
Voice continues to be a critical customer service channel, with call volumes rising. Historically, companies have struggled to learn from call content because voice data is unstructured. Voice Intelligence changes this, using a transcription and language operator tool that deploys conversational speech recognition to intelligently extract insights. Using Natural Language Understanding (NLU), it reports on trends like common feedback, competitive insights, and compliance risks. Twilio Flex and Voice customers can also manage regulatory requirements with automated personal information (PII) redaction. One organization in the beta reported lead attribution management margins improved by 21 per cent due to streamlined processes and human error reduction.
Share