Twilio, Google Cloud expand partnership to leverage AI for CX
CALIFORNIA, UNITED STATES — Customer engagement platform Twilio is set to bring Google Cloud’s generative artificial intelligence (AI) into its product lineup following the expansion of their long-term partnership.
Twilio aims to incorporate Google Cloud’s AI into Twilio Flex and its customer engagement platform. This AI-powered system offers conversational self-service interactions that can effectively handle support requests with minimal human intervention, improving efficiency and customer satisfaction.
Google Cloud and Twilio have been collaborating for over ten years to drive customer engagement innovation.
“With Google on board as a trusted partner, the confluence of Twilio’s customer engagement platform data and Google Cloud’s Vertex AI models aims to put generative AI capabilities in the hands of hundreds of thousands of businesses, enhancing contact center experiences, marketing automation, and more,” said Meir Amiel, SVP of Product and Engineering for Data & Applications at Twilio.
An example of AI in action, Twilio’s voice integration with Toyota Connected, is now live for millions of Toyota and Lexus drivers in North America, boosting Toyota Connected’s Destination Assist navigation feature.
Twilio also announced an integration between Google Cloud Contact Center AI and Twilio Flex as part of their expanded partnership. This feature simplifies the process of implementing advanced virtual agents that utilize AI to provide conversational self-service interactions. Customers can receive round-the-clock assistance and have their needs addressed promptly, with support for over 30 languages and variations.
Twilio says millions of developers and hundreds of thousands of businesses across 180 countries currently use their platform. Twilio has made 25 investments. Their most recent investment was in November 2022, when Frame AI raised $7.6M, according to Crunchbase.
