Twilio Launches Unified Profiles and Agent Copilot, Combining Customer Data and AI to Boost Productivity and Engagement - Seite 2

The holy grail for customer support is for agents to have context about the customer before the conversation begins. However, contact centers have historically struggled with unifying disparate data sources to provide a real-time, comprehensive customer view. The rise of generative AI has led contact centers to receive mandates to adopt and deploy AI solutions aimed at enhancing the customer experience, but they are still trying to figure out the best approach to drive impact for key business metrics. For AI to automate and personalize interactions effectively, it requires a deep understanding of the customer's activity, preferences, and traits. Moreover, reliance on siloed data creates its own set of challenges, leading to extended wait times, wasted agent time, and decreased satisfaction.

Traditionally, unifying and applying this data has demanded significant engineering resources and heavy deployment costs. Now with 92% of businesses using AI-driven personalization to drive growth, collecting customer data across multiple touchpoints in real-time is not just an advantage; it's a necessity to remain competitive. By leveraging the rich, real-time data from Segment, Unified Profiles and Agent Copilot provides companies with a bespoke out-of-the-box solution that automates and enhances employee productivity and customer personalization without the previously required time-consuming build-out, allowing businesses to embrace AI over time.

Introducing Unified Profiles and Agent Copilot: AI-driven agent experiences with real-time data

Unified Profiles is an open and extensible data layer, powered by Segment, that brings together customer data from various sources, including CRM systems, data warehouses, and real-time behavior tracking all into a central real-time profile. This equips sales and support teams with a 360-degree view of the customer, facilitating personalized interactions based on predictive, historical, and real-time insights – milliseconds to retrieve a new profile and seconds to write a new data into a profile. A Segment workspace within Twilio Flex, Unified Profiles delivers immediate access to these insights without requiring a separate Segment contract. Whether a customer is engaging with a support team, making a purchase, or browsing offers, Unified Profiles ensures each and every interaction is precisely tailored to the individual’s preferences and activity.