#contactcenterworld, @twilio

San Francisco, CA, USA, Aug 23, 2023 - Twilio (NYSE: TWLO), a customer engagement platform that drives real-time, personalized experiences for brands, announced CustomerAI1 solutions that will unlock the power of artificial intelligence (AI) for businesses. New predictive and generative AI tools, along with CDP innovations that underpin powerful AI use cases, are among the launches.

"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," said Jeff Lawson, CEO of Twilio. "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."

"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," said Kathryn Murphy, SVP of Product at Twilio. "This flywheel creates precise 1:1 personalization that ensures each unique customer is taken care of, in turn accelerating competitive advantage and business results for brands by boosting customer satisfaction and long-term loyalty."

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With CustomerAI, brands can expand their perception of customer data, activate it more extensively, and be better informed by a deeper understanding.

As Twilio develops and launches CustomerAI tools, it is leveraging its own proprietary technology as well as working with trusted industry providers like AWS, Google, and OpenAI that meet its privacy and data protection standards. Twilio is committed to building CustomerAI safely and responsibly, and has today published its CustomerAI Trust Principles, along with information on the rollout and availability of its AI Nutrition Facts Labels. As a part of this commitment, 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.

David Wallace, Research Director, Customer Data and Analytics at IDC: "Twilio’s CustomerAI helps customers easily understand how and where they can leverage AI to drive better outcomes and business value across every interaction. These latest advancements across predictive and generative AI provide new ways for customers to deliver hyper-personalized touchpoints at scale. In addition, the new customer data platform capabilities and strategic partnerships will enable organizations to deliver improved customer experiences using the power of AI insights from unified customer data."

Chris Koehler, Chief Marketing Officer at Box: "As marketers, the holy grail is to reach your customers and prospects in a way that is meaningful, relevant and additive to them. CustomerAI Predictions has equipped Box’s marketing team with the ability to forecast customer behavior to a degree that was simply unavailable to us before. We’ve been able to explore segmenting our audience based on predictive traits like who is most likely to join us at in-person events or who is more likely to purchase, and this allows us to meet those people where they are in their customer journey. Tools like Predictions put marketers at the center of this new era of AI which is transforming how companies engage and retain their customers."

Chris Hecht, SVP Corp Development and Partnerships at Databricks: "We’re thrilled about the strategic Delta Sharing partnership between Twilio and Databricks to enable businesses to derive actionable insights and deliver personalized experiences at scale with Zero Copy. As the delivery of personalization and next generation customer experiences continues to be a top priority for every enterprise, the combination of the Databricks Lakehouse architecture and Twilio Segment will be a game-changer for our joint customers looking to deliver the very best in real-time, one-to-one experiences, powered by AI. We’re looking forward to hearing more on this topic as our respective CEOs Ali Ghodsi and Jeff Lawson take the stage together at SIGNAL today."

Craig Lisowski, Head of Data, Information Systems & Trust at Nextdoor: "Nextdoor is excited to see the Databricks and Twilio Segment partnership. Together, they are paving the way for smarter insights and a deeper understanding of data. Real time data and historic data are key to helping Nextdoor create effective marketing programs for both neighbors and businesses with a high level of personalization."

#contactcenterworld, @twilio

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