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CustomerAI: Effective, Personalised Customer and Agent Engagement using real-time data

29 Nov 2023
Customer Satisfaction Theatre
Customer Experience & Engagement , Contact Centre Operations & Efficiency

Your AI is only as good as your data, and that data can be messy. Without unifying it and making it intelligible across your organisation, it’s not helpful.
You need to be able to harness the right data in the right way in order to perceive and understand your customers’ behaviour at any and every part of their journey.
Effective engagement begins with combining quality data with communications.

Twilio’s CustomerAI couples the power of large language models (LLMs) with real-time customer data flowing through Twilio’s Customer Engagement Platform. CustomerAI will help you to truly listen to your customers, interpret the signals they’re sending you across different channels, and activate them through personalised experiences for every individual.

AI can be a game changer for agent engagement too. CustomerAI Agent Assist will generate recommendations for contact centre agents with tailored “next best actions” they should take when interacting with a specific customer as well as AI-generated rapid summarizations for efficient call wrap-up.

Join us to learn more about Twilio’s CustomerAI

Key Takeaways:
o Using real-time data to create contextual, personalised customer interactions
o Using data and AI to generate Predictive and Inferred customer traits
o Better data fuels AI-driven suggested responses and summaries to agents

Camelia Suciu, Senior Manager, Solutions Engineering - Contact Center, EMEA - Twilio