CustomerZone360 NEWS

Free eNews Subscription

Twilio and AWS Deepen Partnership Around Predictive AI Technology

By Tracey E. Schelmetic July 31, 2023

No two customers are the same, which is why customer engagement can’t be a one-size-fits-all process. Some customers may want to spend as little time as possible on the telephone with agents, for example. Others may count it as a win when they get the undivided attention of an agent over the phone. So how do you create real-time, personalized experiences for customers whose standards of customer excellence are very different?

To help address the issue, Amazon Web Services (AWS) and customer engagement solutions provider Twilio recently announced an extension of their longstanding strategic partnership that will place artificial intelligence (AI) capabilities at the fingertips of Twilio customers. The news follows the recent announcement of Twilio CustomerAI. With its CustomerAI technology layer, Twilio combines customer engagement platform data, generative and predictive AI, and large language models (LLMs) to unlock stronger customer relationships for brands.

The focus of the two companies’ deepened relationship is predictive AI technology. Bringing together Amazon SageMaker technology and Twilio Segment’s Customer Data Platform, the upcoming features are expected to help businesses better understand their customers and empower them to provide deeper value to them via more relevant, timely, and personalized experiences.

Marketers and data scientists will soon have out-of-the-box access to new machine learning powered tools that can anticipate future customer actions and help inform product or marketing strategy. For example, AI can predict with high accuracy a customer’s propensity to make a new purchase, or identify “VIP” customers who should be prioritized or rewarded with loyalty-focused campaigns. In today’s fast-paced, increasingly competitive economic environment, AI will provide marketers with new ways to understand, attract, convert and retain high-value customers, said the two companies.

"Our vision for Twilio CustomerAI is to empower businesses to recreate the types of trusted relationships you have with a local business at digital scale,” said Alex Millet, Senior Director of Product at Twilio. “It’s clear to me that Twilio has the strongest dataset of customer engagement interactions and the platform to make this happen. With AWS' predictive AI technologies, we are rapidly developing AI-native features and APIs. We believe our tools will change the way marketers, contact centers, developers, and data teams deliver these world class customer experiences.”

Edited by Greg Tavarez
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

Related Articles

Customers Believe Companies Are Making Them Work Too Hard

By: Tracey E. Schelmetic    9/29/2023

According to the inaugural J.D. Power U.S. Cross-Industry Customer Service Experience Study, the average consumer is spending 18.10 minutes every time…

Read More

Bandwidth, Google and Cognigy Shake Up Contact Center AI

By: Greg Tavarez    9/29/2023

Bandwidth announced a partnership with Google and Cognigy to launch AIBridge, which enables enterprises to easily deploy voice-based artificial intell…

Read More

AI Won't Replace Human Agents, But Agents Need to Adapt to Working with AI

By: Tracey E. Schelmetic    9/28/2023

A recent analysis released by workforce management company Calabrio highlighted the essential role of hybrid and remote contact center agents, the exp…

Read More

Traditional Call Quality Assurance Programs are Ineffective at Improving CSAT

By: Tracey E. Schelmetic    9/27/2023

Research conducted by SQM Group found that only 19 percent of call center managers strongly agree that their call center's quality assurance program h…

Read More

More Enterprises Turn to CCaaS to Deliver Better Customer Interactions

By: Greg Tavarez    9/27/2023

Many enterprises are turning to automation and the cloud to address a growing number of customer interactions efficiently and with the agility to adap…

Read More