Twilio Unveils AI Product Designed To Drive Personalization

Twilio has announced an AI product that it says will fuel personalization across all customer touchpoints.

The new technology, CustomerAI, combines large language models and the customer data that flows through Twilio’s Customer Engagement Platform, the company says.

Twilio, a customer engagement platform, is “infusing CustomerAI into customer touchpoints across marketing, sales, and service,” said Jeff Lawson, CEO of Twilio, prior to Signal, the company’s user and developer conference. 

The goal is to personalize every experience with “a level of sophistication that was previously only attainable by the tech giants,” Lawson continues.

According to Twilio, CustomerAI allows users to enrich Twilio Segment’s profiles -- allowing brands to infer traits based on customer conversations and to leverage natural language processing to garner insights on top intents, hot topics, and call costs while using generative AI to create recommendations about operational tasks like agent training and knowledge base updates and to drive personalized marketing experiences, deploying generative and predictive AI to streamline campaign creation. 

Visualize and Control Customer Metrics via a central dashboard, showing predicted traits such as propensity to purchase, and others such as estimated lifetime value (LTV) and churn risk.

“In this next great era of computing, shaped by advancements in artificial intelligence, brands have a massive opportunity to deepen their customer relationships,” Lawson says. 


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