IDC comments on Twilio’s CustomerAI capabilities, predictive and generative roadmap, and new industry partnerships with Google, AWS, Databricks, and Frame AI.
IDC, a leading analyst covering the technology industry, recently released a commentary highlighting how Twilio leverages predictive and generative AI to improve customer engagement across its product portfolio.
Twilio also announced four partnerships with Google Cloud, AWS, Databricks, and Frame AI to further enhance the customer experience with AI.
Further announcements for CustomerAI will be made at Twilio’s SIGNAL conference, taking place virtually on August 23 and free to attend.
IDC, a leading technology market research analyst, released commentary on Twilio’s recent CustomerAI announcement. In the IDC Link titled “Twilio Announces CustomerAI: Expands Google Cloud Partnership with Google Generative AI and CCAI Native Integration with Twilio Flex”, IDC highlighted how Twilio’s investments in predictive & generative AI and expanded partnership with Google Cloud, and other AI leaders, enable customers to deliver transformative experiences with AI.
Establishing a trusted customer data infrastructure with unified, real-time, consented data is the basis of Twilio’s holistic approach to engaging customers with AI. Precise personalization has always been the key to keeping the cost of customer acquisition lower than customer lifetime value, and CustomerAI brings predictive and generative AI together to help you personalize customer interactions based on predictions about their likely behavior. First, Segment collects and organizes data from every touchpoint to create a unified profile for each customer. Data from this golden profile is then used to infer their next likely actions. (Are they going to buy something? Are they about to churn?) With these insights, you can identify high-value customers and what content, offers, and channels will be most impactful for them.
Twilio has also forged several AI-focused partnerships to help customers deliver more personalized experiences at scale. Thanks to the expanded partnership between Twilio and Google Cloud, a native integration between Twilio Flex and Google Cloud Contact Center AI is now available in public beta. This integration makes it easier than ever to deploy virtual agents that employ conversational AI and Natural Language Processing to deliver quick, tailored assistance to customers 24/7. Market leaders are already reaping the benefits of this partnership; Toyota has deployed these AI-powered agents to improve the experience of millions of drivers in North America through Toyota Connected’s Destination Assist.
Databricks: Through their Delta Sharing partnership, Databricks is teaming up with Twilio Segment and Twilio CustomerAI to make it easy to move, analyze, and activate customer data for AI, from anywhere in your stack. This open, vendor-agnostic approach enables you to train AI models with complete data sets from every potential source of customer data, as opposed to vendor-locked approaches that exclude important sources of data.
AWS: Bringing together Amazon SageMaker technology and Twilio Segment’s Customer Data Platform, the partnership will give marketers and data scientists out-of-the-box access to new machine learning-powered tools that can intelligently anticipate future customer actions and help inform product or marketing strategy. For example, AI can predict with high accuracy a customer’s propensity to make a new purchase, or identify ‘VIP’ customers who should be prioritized or rewarded with loyalty-focused campaigns. The partnership will provide you with new ways to understand, attract, convert, and retain high-value customers.
Frame AI: Twilio is teaming up with Frame AI to enable Twilio Flex customers to enhance contact center operations with AI-based insights. With Frame AI, you can make use of Natural Language Processing (NLP) and Natural Language Understanding (NLU) to analyze and summarize cases in order to build reports that assess customer intent, high value conversation topics, and overall costs; ultimately making recommendations to enhance your contact center operations.
These AI-focused partnerships, along with the CustomerAI announcement, are just the start of Twilio’s continued investment in AI. This year’s SIGNAL conference will feature several new announcements for CustomerAI. SIGNAL will take place virtually on August 23, 2023, and you can register here, for free.
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