Twilio Inc. and Google Cloud are expanding their long-standing partnership to deploy Google Cloud's generative AI into Twilio's products. This breakthrough promises to revolutionize the way brands personalize their customer interactions, giving millions of end users a better experience.
For more than 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 can be significant for businesses and organizations. This new integration will make generative AI accessible to hundreds of thousands of businesses. This can improve the experience in contact centers, marketing automation and more. Twilio's voice integration with Toyota Connected, for example, 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 conversational self-service interactions. This means customers can get help 24/7 and have their needs answered quickly. It also enables contact center representatives to spend their time efficiently.
Besides efficiency, generative AI can also help provide personalized services, perform efficiency and analysis tasks, and gather important data about customers for deeper understanding. These AI-driven insights and synthesis can later be used to help and delight end users.
Twilio and Google Cloud are committed to building AI securely and responsibly. They ensure companies have full transparency and control over the data that informs AI-driven interactions with their customers. They are also collaborating on events for developpers, such as the recent AI + Data Hackathon. These new developments and their potential will be discussed further in the future MTC Podcast.
source: Twillio