Twilio launches AI-powered customer engagement platforms
CALIFORNIA, UNITED STATES — Cloud company Twilio has launched Unified Profiles and Agent Copilot, new platforms that leverage AI and real-time customer data capabilities to enhance customer interactions.
These solutions aim to boost business productivity, engagement, and personalization. Unified Profiles and Agent Copilot is the first of three launches this year.
“This capability has the potential to transform every customer interaction for brands and empower businesses to enhance customer satisfaction, reduce handle time, and increase employee productivity,” said Meera Vaidyanathan, VP of Product, Twilio Flex.
Unified Profiles provides a comprehensive view of customers by unifying real-time activity across various touchpoints. This enables intelligent routing, personalized interactions, and streamlined operations.
It is powered by the Segment data platform, which enables sales and support teams to view the customer from a full perspective.
Meanwhile, Agent Copilot utilizes data from Unified Profiles to automate and enhance agent productivity, reducing resolution times and generating post-call summaries.
Other benefits of the two platforms for customers include quicker time resolution, contextualized interactions, and seamless experience.
Organizations like Caring.com and Universidad Uk have already experienced significant improvements.
“In just two months, we’ve reduced the average handling time for academic inquiries by 30% and deflected 70% of our support cases,” said Iván Cantú, COO of Universidad Uk.
