Twilio set to bolster engagement tools with AI

Twilio Inc. has revealed that it is bolstering its customer engagement by infusing it with artificial intelligence.

The move is set to see the San Fransisco-based organisation implement its new software, known as CustomerAI, into its customer engagement tools, in an attempt to improve user satisfaction.

Twilio’s new CustomerAI capabilities are designed to help companies expand their perception of customer data and activate it more easily, using the latest up-to-date software, empowering businesses to drive data-driven personal interactions at every touchpoint

Jeff Lawson, CEO of Twilio, said: “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.

“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.”

Kathryn Murphy, SVP of Product at Twilio, echoed Lawson’s optimistic views on the service: “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.

“Getting smarter and more tailored all the time, every interaction creates new data and signals, and every new signal then cycles back around to inform the next AI-powered communication.”

Twilio has also launched CustomerAI Predictions and Voice Intelligence to drive a deeper understanding of customers with Predictive AI and Insights.

The service puts the power of predictive AI at marketers’ fingertips, enabling them to now create hyper-targeted audiences out-of-the-box, trigger customer journeys, and personalise multichannel experiences based on a customer’s lifetime value (LTV).

Twilio claim that Box Inc. is already using Predictions to optimise the performance of its marketing campaigns and unlock additional revenue opportunities, due to the sophistication of the platform.

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