San Francisco, CA, USA, Aug 6, 2019 -- Twilio (NYSE: TWLO), a cloud communications platform, announced Media Streams, which allows businesses to access, analyze and act on voice calls in real time. Launched in public beta today at SIGNAL, Twilio’s customer and developer conference, Media Streams is an API that allow developers to layer AI solutions, like natural language processing, keyword spotting and sentiment analysis, on top of live voice calls, to create context-rich conversations and better serve the customer.
"Advancements in natural language processing, sentiment analysis and other AI technologies have created huge opportunities for businesses to improve their customer engagement in real time," said Chee Chew, chief product officer at Twilio. "Businesses need access to conversations as they are actually happening. With Media Streams, we’re making it easy for businesses to apply their own AI to voice calls or integrate third party solutions with a few lines of code."
"Media Streams ensures our customers have great experiences when they call into GLOBO's telephone interpreting services," said Jonathan De Jong, VP of engineering at GLOBO. "With direct access to raw audio data via Media Streams, we can now use sentiment analysis to detect calls that require urgent attention and take action in real-time. This capability has dramatically increased call center productivity across our thousands of agents and interpreters."
Posted by Veronica Silva Cusi, news correspondent
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Published: Thursday, August 8, 2019
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