IT Brief Australia - Technology news for CIOs & IT decision-makers
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CustomerAI fuels next generation of customer relationships
Thu, 24th Aug 2023

Customer engagement platform Twilio has unveiled new CustomerAI solutions that it says will unlock the power of artificial intelligence (AI) for hundreds of thousands of businesses. 

New predictive and generative AI tools, along with CDP innovations that underpin powerful AI use cases, are among the launches. 

"The tectonic shift in technology that weve seen this past year rivals the scale and magnitude of the invention of the Internet. AI has truly captured the hearts and minds of builders across the globe," says Jeff Lawson, CEO of Twilio. 

"I believe the real value unlock for AI will be pairing large language models with first party data sets which is where Twilio is most differentiated. With CustomerAI, artificial intelligence becomes customer-aware, empowering businesses to drive data-driven personal interactions at every touchpoint," he says.

"Today we are announcing a slate of new CustomerAI capabilities that make AI more accessible, powering dynamic customer engagement that adapts to every individual customer," says Kathryn Murphy, SVP of Product at Twilio.

"Getting smarter and more tailored all the time, every interaction creates new data and signals, and every new signal then cycles back around to inform the next AI-powered communication," she says. 

"This flywheel creates precise 1:1 personalisation that ensures each unique customer is taken care of, in turn accelerating competitive advantage and business results for brands by boosting customer satisfaction and long-term loyalty."

With CustomerAI, brands can expand their perception of customer data, activate it more extensively, and be better informed by a deeper understanding. 

In today's competitive environment, marketers need new ways to attract, convert, and retain high-value customers. AI and machine learning (ML) models can help anticipate and act on future customer behaviour, but effective, complex models require real-time data and data science expertise. 

With CustomerAI Predictions, Twilio is putting the power of predictive AI at marketers fingertips. Without having to tap technical teams, marketers can now create hyper-targeted audiences out-of-the-box, trigger customer journeys, and personalise multichannel experiences based on a customers lifetime value (LTV), likelihood to purchase or churn, or any other event tracked in Segment.

This is powered by unified, real-time data in Segment, critical to training high-quality AI models. Brands like Box are using Predictions to save time, optimise campaign performance, and unlock revenue opportunities. 

Voice continues to be a critical customer service channel, with call volumes rising. Historically, companies have struggled to learn from call content because voice data is unstructured. Voice Intelligence changes this, using a transcription and language operator tool that deploys conversational speech recognition to intelligently extract insights. 

Using Natural Language Understanding (NLU), it reports on trends like common feedback, competitive insights, and compliance risks. Twilio Flex and Voice customers can also manage regulatory requirements with automated personal information (PII) redaction. One organisation in the beta reported lead attribution management margins improved by 21% due to streamlined processes and human error reduction. Brands like Spoke Phone are already putting Voice Intelligence to work. 

As Twilio develops and launches CustomerAI tools, it is leveraging its own proprietary technology as well as working with trusted industry leaders like AWS, Google, and OpenAI that meet its privacy and data protection standards. 

"Twilio is committed to building CustomerAI safely and responsibly, and has today published its CustomerAI Trust Principles, along with information on the rollout and availability of its AI Nutrition Facts Labels," the company says. 

"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."