Twilio Unveils AI Tools for Customer Engagement Platform

Twilio has introduced new artificial intelligence (AI) tools for its customer engagement platform.

The new CustomerAI lineup includes both predictive and generative AI tools that aim to revolutionize customer understanding and drive personalized interactions, the company said in a Wednesday (Aug. 23) press release.

“Today we are announcing a slate of new CustomerAI capabilities that make AI more accessible, powering dynamic customer engagement that adapts to every individual customer,” Kathryn Murphy, senior vice president of product at Twilio, said in the release.

Among the key highlights of CustomerAI are the introductions of CustomerAI Predictions and Voice Intelligence, according to the release. Predictions leverages predictive AI to help marketers anticipate and act on future customer behavior. Marketers can create hyper-targeted audiences, trigger customer journeys and personalize multichannel experiences based on various customer attributes.

Voice Intelligence addresses the increasing call volumes in customer service, the release said. By using conversational speech recognition and natural language understanding (NLU), Voice Intelligence extracts insights from voice data, providing information on common feedback, competitive insights and compliance risks. The tool enables companies to improve lead attribution management and enhance customer service efficiency.

Twilio is also introducing generative AI tools in Twilio Engage, Flex and Segment, per the release. These tools aim to save marketers time, boost productivity, and optimize results. For instance, generative email design allows marketers to enter simple text prompts that are transformed into HTML in seconds, streamlining the email creation process. Additionally, generative journeys automate the process of architecting customer journeys, enabling marketers to describe campaign types, audience definitions and desired channels, with Twilio Engage automatically building the journey using generative AI.

“With CustomerAI, artificial intelligence becomes customer-aware, empowering businesses to drive data-driven personal interactions at every touchpoint,” Twilio CEO Jeff Lawson said in the release.

In another development in the AI space, VMware and NVIDIA announced Tuesday (Aug. 22) that they have expanded their strategic partnership to help enterprises adopt generative AI. The collaboration aims to introduce a new platform that will enable enterprises to customize models and run generative AI applications such as intelligent chatbots, assistants, search and summarization tools.