Twilio and Google Cloud Expand Partnership to Deliver Tailored Experiences through Generative AI

Twilio has expanded its partnership with Google Cloud to integrate Google Cloud's generative AI capabilities into Twilio's customer engagement products, providing users with personalized and dynamic interactions.

“Generative AI is transformative, and we’ve only scratched the surface of seeing how it can reshape customer experiences across the board. 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,” said Meir Amiel, SVP of Product and Engineering for Data & Applications, Twilio.

Google Cloud and Twilio have been collaborating for over ten years to drive innovation in the customer engagement domain. Their partnership continues to evolve, focusing on integrating generative AI into Twilio Flex, a cloud-based digital engagement solution that enables personalized interactions across contact centers, sales, and in-app concierge services. The companies will also work towards incorporating generative AI capabilities into the broader Twilio Customer Engagement Platform.

“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. 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,” said Kevin Ichhpurani, Corporate VP, Global Partner Ecosystem & Channels at Google Cloud.

In their expanded partnership, Google Cloud and Twilio are introducing a new native integration between Google Cloud Contact Center AI and Twilio Flex to streamline the deployment of advanced AI-powered virtual agents that can engage in conversational self-service interactions. With just a single click, businesses can set up these virtual agents to handle customer support requests using conversational AI and Natural Language Processing (NLP), minimizing the need for human agent intervention. This enables customers to receive round-the-clock assistance in over 30 languages while allowing contact center representatives to focus their time and expertise on priority callers with more complex service needs.

Twilio's voice integration with Toyota Connected has been successfully implemented and is now available to millions of Toyota and Lexus drivers in North America. This integration enhances Toyota Connected's Destination Assist navigation feature by leveraging AI capabilities. Through Twilio's technology, drivers can benefit from advanced voice assistance, enabling them to navigate and access destination information easily and conveniently.

Generative AI in Flex enables personalized services and improved efficiency  

Generative AI enables contact center agents to deliver personalized service by providing tailored recommendations on the "best next action" to take when interacting with a specific customer. These recommendations are generated based on the customer's relevant historical context and data sourced from the Segment customer profile. Twilio Segment's customer data platform consolidates and presents a unified view of the customer, enabling agents to have comprehensive and up-to-date information to serve each customer's unique needs better.

The integration enhances efficiency and analysis in contact centers by automating time-consuming tasks such as after-call summaries, which include intent and sentiment analysis. This allows agents to serve customers more effectively and improves operational efficiency by reducing manual effort. Additionally, the insights generated through generative AI enrich customer profiles, contributing to the quality of future interactions.

Furthermore, Twilio and Google Cloud collaborate on developer-focused events, such as the recent AI + Data Hackathon. During the hackathon, participants utilized simulated data from the Twilio Segment Customer Data Platform (CDP) and the Google PaLM API to develop creative and innovative applications for the competition. This partnership demonstrates their joint efforts to foster innovation within the developer community.

Elsewhere, Twilio has just introduced CustomerAI, a powerful technology that combines large language models with the customer data flowing through Twilio's Customer Engagement Platform, ahead of its upcoming SIGNAL conference for users and developers.