June 8, 2023
Twilio and Google Cloud are partnering to improve Twilio Flex, Twilio’s flagship product.
The partnership will integrate Google Cloud’s AI technology into Twilio Flex to enhance contact center services, sales, and in-app support. It will also enable businesses to offer customer assistance in multiple languages, making their contact centers more efficient.
Meir Amiel, Twilio’s Senior Vice President of Product and Engineering for Data & Applications expressed excitement about the partnership with Google Cloud. He emphasized the objective of merging Twilio’s customer interaction platform data with Google Cloud’s Vertex AI models to provide generative AI capabilities to organizations. With a dedication to continuous innovation, this integration promises to improve contact center experiences and marketing automation.
The integration makes use of generative AI to enhance customer support interactions. During these encounters, the AI suggests the optimal next step based on the customer’s history and needs. Following the completion of the encounter, the AI system develops a thorough customer profile based on after-call summaries and sentiment analysis.
The sources for this piece include an article in Axios.
