Google & Twilio extend partnership

Twilio Inc. and Google Cloud are expanding their long-standing partnership to incorporate Google Cloud's generative AI into Twilio's products. This breakthrough promises to revolutionize the way brands personalize their customer interactions, providing millions of end users with a better experience.

For over a decade, Google Cloud and Twilio have been innovating together in the customer experience industry. Now, the companies are exploring new ways to integrate generative AI into Twilio Flex and the Twilio platform. Their shared goal is to transform interactions with the platform by enabling personalized experiences at scale.

The impact of this innovation could be significant for businesses and organizations. With this new integration, generative AI will be accessible to hundreds of thousands of companies. This can enhance experiences in contact centers, marketing automation, and more. For example, Twilio's voice integration with Toyota Connected is now live for millions of Toyota and Lexus drivers in North America, demonstrating the positive impact of this technology in the real world.

The new integration between Google Cloud Contact Center AI and Twilio Flex makes it easy to deploy advanced AI-powered virtual agents that can provide self-service interactions. This means customers can receive assistance 24/7 and quickly have their needs addressed. It also allows contact center representatives to spend their time efficiently.

In addition to efficiency, generative AI can also help offer personalized services, perform efficiency and analytics tasks, and gather important data about customers for deeper insights. These AI-driven insights and syntheses can later be used to assist and surprise end users.

Twilio and Google Cloud are committed to building AI safely and responsibly. They ensure that businesses have full transparency and control over the data that informs AI-driven interactions with their customers. They are also collaborating on developer events, such as the recent AI + Data Hackathon. These new developments and their potential will be further discussed in the upcoming MTC Podcast.

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