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Twilio and Google Cloud Expand Partnerships for AI-Driven Customer Engagement

By Tracey E. Schelmetic June 20, 2023

Are you looking to improve the quality of your customer experiences? Generative artificial intelligence (AI) is a groundbreaking tool for achieving that. Many of today’s most successful brands are using the technology to transform how they interact with companies, and experts note that the customer support industry has only scratched the surface of possibilities.

In this vein, customer engagement platform company Twilio Inc. and Google Cloud recently announced an expansion of their long-standing partnership to bring Google Cloud generative AI to Twilio’s customer engagement products to improve experiences for millions of end users.

Twilio and Google Cloud’s partnership goes back more than a decade, with the companies working together to innovate in the customer engagement space. Today, the two companies are exploring new ways to infuse generative AI into Twilio Flex (the cloud-based digital engagement solution for personalized interactions across contact centers, sales, and in-app concierge) and across the Twilio Customer Engagement Platform, with the shared goal of transforming how brands personalize their customer interactions.

“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. “We look forward to forging ahead with further innovation in the years to come.”

As part of the expanded partnership, Google Cloud and Twilio are announcing a new native integration between Google Cloud Contact Center AI and Twilio Flex. The integration makes it easy to deploy sophisticated AI-powered virtual agents that can offer conversational self-service interactions, which can be deployed in a single click. Utilizing conversational AI and natural language processing (NLP) to act as the first line of customer support, these virtual agents can be configured to positively handle support requests with little to no human agent intervention. This means that customers can receive 24/7 assistance and have their needs addressed quickly, with 30+ languages and variants supported. It also enables contact center representatives to spend their time efficiently, by having the virtual agents accurately route priority callers with more complex service needs to the proper agent while providing context from the initial interaction.

Edited by Alex Passett
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