Twilio has 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.
CustomerAI allows businesses to leverage Twilio's various data signals, such as texts, calls, web and mobile activity, or contact center conversations, and generative and predictive AI capabilities to gain a deeper understanding of their customers and deliver enhanced value to them.
“In this next great era of computing, shaped by advancements in artificial intelligence, brands have a massive opportunity to deepen their customer relationships. To help make that a reality, Twilio is infusing CustomerAI into customer touchpoints across marketing, sales, and service. With generative and predictive intelligence, Twilio’s high-quality interaction data, and Segment profiles working together, every experience can be highly personalized and tuned with a level of sophistication that was previously only attainable by the tech giants. With Twilio CustomerAI, brands can transform their customer relationships and unlock their full potential,” said Jeff Lawson, CEO of Twilio.
During SIGNAL 2023, attendees can expect an immersive exploration of the practical applications of AI and its transformative effects on customer experience and technology. Twilio will gather numerous renowned experts, including guest speaker Sam Altman from OpenAI, as well as thought leaders from notable brands like Autodesk, Plentiful, and Workday. Through engaging keynote presentations and detailed product demonstrations, Twilio will demonstrate the capabilities of CustomerAI in unlocking digital excellence.
Enriching Segment's Golden Profiles
Twilio will leverage the power of large language models (LLM) and natural language processing (NLP) to enrich Segment's 'Golden Profiles.' Through real-time analysis of customer conversations, such as messages, Twilio's technology will infer traits about customers and automatically update Segment customer profiles with these attributes. This process includes incorporating both unstructured conversation data and structured database information to gain a deeper understanding of customers, allowing businesses to interact with customers in a more personalized manner.
Boosting contact center performance
In addition, Twilio aims to revolutionize the contact center by providing enhanced visibility and insights to supervisors and executives. Using NLP, Twilio Flex will analyze data to identify trends such as popular intents, trending topics, and call costs. Additionally, generative AI will generate actionable recommendations for tasks like agent training and updating the knowledge base. When it comes to agents, generative AI will provide them with a summarized overview of the customer's history, followed by personalized AI-generated responses during interactions. These responses will be informed by the customer's Segment profile and an LLM trained in the knowledge base.
Tailoring marketing experiences
The company's generative and predictive AI technology collaborates with the Segment 'golden profile' to enhance personalized marketing experiences. By leveraging AI capabilities, it streamlines the process of generating and executing campaigns while curating unique and high-quality end-user experiences. Predictive AI guides marketers by providing insights into the most effective customer journey for each individual, suggesting whether a paid ad or custom email would be preferable. Furthermore, AI offers recommendations on the optimal marketing channel, send-time, and content for specific tactics. Informed by the 'golden profile' data in Segment, this personalized approach strengthens brand loyalty, as confirmed by 86% of consumers today.
Managing key customer metrics
Twilio provides a central dashboard where business leaders and marketers can access AI-driven insights and intelligent recommendations regarding their customers, including predictions of customer traits such as purchase likelihood, estimated lifetime value (LTV), and churn risk. Armed with these valuable insights, businesses can make informed decisions about their customer engagement strategies. The dashboard also highlights additional metrics such as customer journey performance, channel effectiveness, and message impact, enabling businesses to have a holistic understanding of their customers and optimize their marketing efforts accordingly.
Elsewhere, Twilio has recently published its State of Customer Engagement Report, which found that brands that invested in digital customer engagement showed a 90% increase in revenue on average, up from 70% the previous year.