Twilio Debuts CustomerAI Ahead of SIGNAL 2023
Twilio unveiled CustomerAI ahead of its SIGNAL 2023 conference, combining large language models (LLMs) with customer data from its Customer Engagement Platform. This technology aims to help companies better understand and provide value to their customers by organizing and pairing customer knowledge with generative and predictive AI capabilities.
CustomerAI will enhance various aspects of customer engagement, including:
- Enriching Segment's 'Golden Profiles' with real-time customer traits
- Transforming contact centers with AI-driven insights and recommendations
- Optimizing personalized marketing experiences
- Visualizing and controlling critical customer metrics
Twilio emphasizes its commitment to building CustomerAI safely and responsibly, ensuring privacy and security by design in its product development lifecycle.
Twilio ha presentato CustomerAI in vista della conferenza SIGNAL 2023, combinando modelli di linguaggio di grandi dimensioni (LLM) con i dati dei clienti provenienti dalla sua Piattaforma di Coinvolgimento del Cliente. Questa tecnologia mira ad aiutare le aziende a comprendere meglio e fornire valore ai propri clienti, organizzando e abbinando la conoscenza dei clienti con le capacità di intelligenza artificiale generativa e predittiva.
CustomerAI migliorerà vari aspetti del coinvolgimento dei clienti, tra cui:
- Arricchire i 'Profili d'Oro' di Segment con caratteristiche dei clienti in tempo reale
- Trasformare i centri di contatto con approfondimenti e raccomandazioni guidati dall'IA
- Ottimizzare esperienze di marketing personalizzate
- Visualizzare e controllare metriche critiche dei clienti
Twilio sottolinea il proprio impegno nel costruire CustomerAI in modo sicuro e responsabile, garantendo privacy e sicurezza per design nel ciclo di sviluppo del prodotto.
Twilio presentó CustomerAI antes de su conferencia SIGNAL 2023, combinando modelos de lenguaje de gran tamaño (LLM) con datos de clientes de su Plataforma de Compromiso del Cliente. Esta tecnología tiene como objetivo ayudar a las empresas a comprender mejor y proporcionar valor a sus clientes al organizar y emparejar el conocimiento del cliente con las capacidades de IA generativa y predictiva.
CustomerAI mejorará varios aspectos del compromiso del cliente, incluyendo:
- Enriquecer los 'Perfiles Dorados' de Segment con características de clientes en tiempo real
- Transformar los centros de contacto con conocimientos y recomendaciones impulsadas por IA
- Optimizar experiencias de marketing personalizadas
- Visualizar y controlar métricas críticas de clientes
Twilio enfatiza su compromiso de construir CustomerAI de manera segura y responsable, asegurando la privacidad y la seguridad por diseño en el ciclo de desarrollo del producto.
트윌리오는 SIGNAL 2023 컨퍼런스를 앞두고 CustomerAI를 공개하였습니다. 이는 대규모 언어 모델(LLM)과 고객 참여 플랫폼의 고객 데이터를 결합한 것입니다. 이 기술은 기업들이 고객에 대한 이해를 높이고 가치를 제공하도록 돕고, 고객 지식을 생성적 및 예측적 AI 기능과 조직화 및 결합하는 것을 목표로 합니다.
CustomerAI는 고객 참여의 여러 측면을 향상시킬 것입니다. 포함 항목은:
- 세그먼트의 '골든 프로필'을 실시간 고객 속성으로 풍부하게 하기
- AI 기반 통찰력과 추천으로 연락 센터 변혁하기
- 개인화된 마케팅 경험 최적화하기
- 중요 고객 지표를 시각화하고 제어하기
트윌리오는 제품 개발 주기에서 설계상의 프라이버시와 보안을 보장하며 CustomerAI를 안전하고 책임감 있게 구축하겠다는 의지를 강조합니다.
Twilio a dévoilé CustomerAI avant sa conférence SIGNAL 2023, combinant des modèles linguistiques de grande taille (LLM) avec des données clients de sa Plateforme d'Engagement Client. Cette technologie vise à aider les entreprises à mieux comprendre et à offrir de la valeur à leurs clients en organisant et en associant les connaissances clients avec les capabilités d'IA générative et prédictive.
CustomerAI améliorera divers aspects de l'engagement client, y compris :
- Enrichir les 'Profils d'Or' de Segment avec des caractéristiques clients en temps réel
- Transformer les centres de contact avec des insights et des recommandations basées sur l'IA
- Optimiser les expériences de marketing personnalisées
- Visualiser et contrôler des métriques client critiques
Twilio met l'accent sur son engagement à construire CustomerAI de manière sûre et responsable, en garantissant la confidentialité et la sécurité dès la conception dans le cycle de développement de son produit.
Twilio hat CustomerAI vor seiner SIGNAL 2023-Konferenz vorgestellt und kombiniert dabei große Sprachmodelle (LLMs) mit Kundendaten aus seiner Kundenengagement-Plattform. Diese Technologie zielt darauf ab, Unternehmen zu helfen, ihre Kunden besser zu verstehen und ihnen Wert zu bieten, indem sie das Kundenwissen mit generativen und prädiktiven KI-Fähigkeiten organisiert und kombiniert.
CustomerAI wird verschiedene Aspekte des Kundenengagements verbessern, darunter:
- Bereicherung der 'Goldenen Profile' von Segment mit Echtzeit-Kundenmerkmalen
- Transformierung von Kontaktzentren durch KI-gesteuerte Einblicke und Empfehlungen
- Optimierung personalisierter Marketing-Erlebnisse
- Visualisierung und Kontrolle kritischer Kundenkennzahlen
Twilio betont sein Engagement für den sicheren und verantwortungsvollen Aufbau von CustomerAI, indem es Datenschutz und Sicherheit von Anfang an im Produktentwicklungsprozess gewährleistet.
- Introduction of CustomerAI technology, combining LLMs with customer data for enhanced customer engagement
- Potential to improve customer understanding and provide deeper value across marketing, sales, and service
- Enhancement of Segment's 'Golden Profiles' with real-time customer traits
- AI-driven improvements for contact center efficiency and effectiveness
- Optimization of personalized marketing experiences through AI-powered recommendations
- None.
Powerful Combination of Customer Engagement Platform Data and Large Language Models to Unlock Stronger Customer Relationships for Brands
Debuting today in a new video, Twilio’s CustomerAI technology couples the power of large language models (LLMs) with the rich customer data that flows through Twilio’s Customer Engagement Platform, to help companies unlock the potential of their customers. On behalf of more than 300,000 active customer accounts, Twilio powers more than a trillion customer interactions every year. From text messages and calls to web and mobile activity, and from contact center conversations to email correspondence, these signals capture a picture of who each customer is. With CustomerAI, Twilio can empower businesses to organize and pair that knowledge with generative and predictive artificial intelligence (AI) capabilities to help them to better understand and provide deeper value to their customers.
“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,” said Jeff Lawson, CEO of Twilio. “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.”
At SIGNAL 2023, attendees can expect a deep dive on the application of AI and its seismic impact on CX and technology today. Twilio will convene dozens of world-leading experts including special guest Sam Altman of OpenAI, and thought leaders from brands such as Autodesk, Plentiful, and Workday. Live from the keynote stage, and across 20+ breakout sessions and product deep dives, Twilio will showcase the ways that CustomerAI can unlock digital greatness, including how it can:
- Enrich Segment’s ‘Golden Profiles’: Using LLM and natural language processing (NLP), Twilio will infer traits about a customer in real-time based on customer conversations, such as messages, and automatically update Segment customer profiles with these learned attributes. Profiles can be updated with both unstructured customer conversation data as well as structured database information to more deeply understand customers and interact with them based on predictions like propensity to purchase or propensity to churn.
- Transform the Contact Center: At a macro level, supervisors and executives will have greater visibility into the trends impacting the efficiency and effectiveness of their contact center. Here, Twilio Flex will leverage NLP to derive insights on trends such as top intents, hot topics, and call costs, and generative AI to create actionable recommendations about operational tasks like agent training and knowledge base updates. At the agent level, generative AI will equip agents with a “TLDR” of the customer’s history, followed by customized AI-generated responses during the interaction that are informed by the customer’s Segment profile as well as an LLM that has been trained on the knowledgebase.
-
Optimize Personalized Marketing Experiences: Working in tandem with the Segment ‘golden profile,’ generative and predictive AI will streamline the ideation and execution of campaigns, while curating high-quality, bespoke end user experiences. Predictive AI will offer marketers guidance on the most impactful Segment customer journey for each customer; for example, whether they will prefer to see a paid ad or a custom email. Generative and predictive AI will also make recommendations for the most optimal marketing channel, send-time, and content for that tactic. Informed by ‘golden profile’ data in Segment, this is also personalized to the individual customer - a welcome custom approach that boosts brand loyalty, according to
86% of consumers today. - Visualize and Control Critical Customer Metrics: In a central dashboard, business leaders and marketers will be able to access AI-powered insights and smart recommendations about their customers. With visibility into predicted traits such as propensity to purchase, and others such as estimated lifetime value (LTV) and churn risk, businesses can make informed decisions about their engagement strategies. Here, additional insights will also be surfaced, including customer journey performance, channel performance, and message effectiveness.
“We are thrilled to start showcasing the impact of CustomerAI across the Twilio Customer Engagement Platform. CustomerAI is all about making it faster and easier for companies to deliver truly personalized experiences to customers,” said Kathryn Murphy, SVP of Product Management at Twilio. “Customers are real-time. And they interact with companies in lots of different ways. A customer might be having a tough experience and engaged with the call center, but does marketing know about that? And is marketing suppressing a message or sending something with the right tone? This is one example and traditionally it's been super hard to pull off. But that's exactly what CustomerAI is helping companies to do: make customer engagement real-time and personalized.”
As Twilio develops these new AI-powered capabilities and enhancements to push the envelope of what’s possible for customers, it is leveraging its own proprietary technology as well as working with a close group of trusted, world-class partners that meet its privacy and data protection standards. Twilio is committed to building CustomerAI safely and responsibly. 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.
Additional Information
- Learn more about CustomerAI and view the new video featuring CEO Jeff Lawson here.
- SIGNAL 2023 takes place virtually on August 23. Register here for free.
- In addition to the flagship keynote featuring special guests and customer stories, SIGNAL this year will feature dozens of industry thought leaders, product deep dives, a dedicated developer keynote, training sessions, and live access to Twilio experts.
About Twilio
Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. For more information about Twilio (NYSE: TWLO), visit: www.twilio.com.
Forward-Looking Statements
This press release contains forward-looking statements within the meaning of the federal securities laws, which involve substantial risks and uncertainties. Forward-looking statements contained in this press release include, but are not limited to, statements about the future availability of AI-related functionality and benefits to customers.
You should not rely upon forward-looking statements as predictions of future events, the outcome of which are subject to known and unknown risks, uncertainties, and other factors that may cause our actual results, performance, or achievements to differ materially from those described in the forward-looking statements, including those more fully described in our most recent filings with the Securities and Exchange Commission.
Forward-looking statements represent our beliefs and assumptions only as of the date such statements are made and we undertake no obligation to update any forward-looking statements, except as required by law.
View source version on businesswire.com: https://www.businesswire.com/news/home/20230606005370/en/
Sam McEvans
press@twilio.com
Source: Twilio
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