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Twilio Unveils CustomerAI Leading up to Signal 2023

With CustomerAI, Twilio adds predictive and generative artificial intelligence to their product.
Joshua Koszalkowski
Contributing Writer

Twilio disclosed CustomerAI ahead of SIGNAL, its user and developer conference that will be taking place in August. CustomerAI technology links the power of large language models (LLMs) with the expansive customer data that filters through the organization’s Customer Engagement Platform to assist companies with unlocking the new possibilities for their customers.

Why it matters: With CustomerAI, Twilio can give businesses the ability to organize and pair customer insights with generative and predictive artificial intelligence (AI) capabilities to assist them with deeper understanding and provide further value to their client base. It will also make it quicker and easier for organizations to deliver personalized experiences to customers.

  • The technology can be used to reimagine the contact center, envision and control critical customer metrics, and enhance personalized marketing experiences.
  • Twilio is notes that it is focusing on building CustomerAI safely and responsibly, ensuring that confidentiality and security are embedded into its product development lifecycle to give companies a clear view and control of the data that goes into AI-powered touchpoints with their customers.
  • “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,” said Jeff Lawson, CEO of Twilio. “With Twilio CustomerAI, brands can transform their customer relationships and unlock their full potential.”

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