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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
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