#contactcenterworld, @twilio, @googlecloud

San Francisco & Sunnyvale, CA, USA, June 7, 2023 - Twilio Inc. (NYSE: TWLO), a customer engagement platform that drives real-time, personalized experiences, and Google Cloud announced an expansion of their long-standing partnership to bring Google Cloud generative artificial intelligence (AI) to Twilio’s customer engagement products to improve experiences for end users.

For more than a decade, Google Cloud and Twilio have been working together to innovate in the customer engagement space. Today, the companies are exploring new ways to infuse generative AI into Twilio Flex (the cloud-based digital engagement solution for personalized interactions across contact centers, sales, and in-app concierge) and across the Twilio Customer Engagement Platform, with the shared goal of transforming how brands personalize their customer interactions.

"Generative AI is transformative and we’ve only scratched the surface of seeing how it can reshape customer experiences across the board," said Meir Amiel, SVP of Product and Engineering for Data & Applications at Twilio. "With Google on board as a trusted partner, the confluence of Twilio's customer engagement platform data and Google Cloud’s Vertex AI models aims to put generative AI capabilities in the hands of hundreds of thousands of businesses, enhancing contact center experiences, marketing automation, and more. We look forward to forging ahead with further innovation in the years to come."

"We’re excited to build on our shared momentum with Twilio by uncovering areas where we can apply Google Cloud’s AI and jointly shape next generation intelligence-driven customer engagement tools," said Kevin Ichhpurani, Corporate VP, Global Partner Ecosystem & Channels at Google Cloud. "So much opportunity exists to combine the strengths of the Twilio platform and Google Cloud’s generative AI, and empower businesses everywhere to better understand and provide deeper value to their customers."

"The potential of generative AI is astounding. We’re proud to be on the forefront of cutting edge customer engagement alongside powerhouses like Google and Twilio, and look forward to leveraging Twilio’s CustomerAI going forward," said Steve Basra, CEO and president of Toyota Connected North America, "Destination Assist, built on Twilio Flex using Google Cloud AI, is only the beginning of how we’ll be able to use intelligence-powered tools to improve the driving experience."

As part of the expanded partnership, Google Cloud and Twilio are announcing a new native integration1 between Google Cloud Contact Center AI and Twilio Flex. The integration makes it easy to deploy AI-powered virtual agents that can offer conversational self-service interactions, which can be deployed in a single click.

"AI truly holds the promise to completely change the face of customer service forever," states a recent report authored by Max Ball, Forrester Principal Analyst2. "Better self-service, smart agent assistance, improved agent feedback, and a new level of business insights that will raise the value of the contact center to the rest of the organization are all possible with AI."

Twilio and Google Cloud are committed to building AI safely and responsibly. Twilio builds privacy and security by design into its product development lifecycle and will ensure companies have full transparency and control of the data that informs AI-powered interactions with their customers.

Google Cloud and Twilio are also working together on events for the developer community, like the recent AI + Data Hackathon. Participants used mock data from the Twilio Segment CDP and the Google PaLM API to create innovative applications for the contest.

#contactcenterworld, @twilio, @googlecloud

Posted by Veronica Silva Cusi, news correspondent
Source: https://investors.twilio.com