Twilio CustomerAI Fuels Next Generation Customer Relationships and Competitive Advantage for Businesses Worldwide - Seite 2

Voice continues to be a critical customer service channel, with call volumes rising³. Historically, companies have struggled to learn from call content because voice data is unstructured. Voice Intelligence⁴ 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% due to streamlined processes and human error reduction. Brands like Spoke Phone are already putting Voice Intelligence to work.

Twilio is also announcing the general availability of its Virtual Agent with Google Dialogflow CX native Voice integration.

Twilio Announces Generative AI Tools to Help Activate Customer Data and Adaptive Engagement in Twilio Engage, Flex, and Segment

Marketers today both want and need to spend their time strategizing for growth, but can be held back by manual tasks. With generative AI soon available⁵ inside Twilio Engage and Segment, they can save precious time, boost productivity, and optimize for stronger results. For example, with the new CustomerAI Generative Email design coming to Twilio Engage, marketers will be able to enter simple text prompts that turn ideas to HTML in seconds. This builds on the AI capabilities available in Twilio Engage today, such as Smart Headlines, the Smart Image Generator, and Smart Buttons that each suggest the most conversion-worthy content to include. Meanwhile, marketers will be able to skip the manual process of architecting customer Journeys thanks to new CustomerAI Generative Journeys. Soon, marketers will be able to describe campaign type (promotional, win-back, etc.), audience definition, and which channels they want to use, and Twilio Engage will then automatically build the journey using generative AI.

Generative AI capabilities are also launching for Twilio Flex, as recently announced with Google Cloud. For example, Flex customers will be able to deploy CustomerAI Agent Assist⁶ that will generate recommendations to contact center agents with tailored “next best actions” they should take when interacting with a specific customer as well as AI-generated rapid summarizations for efficient call wrap-up. Additionally, the forthcoming GA launch of Flex Unify will natively surface Segment's rich customer profile data to agents in real-time. With agents empowered to interact in a more personalized way, contact centers can increase customer lifetime value and boost sales conversions.