Twilio Launches Unified Profiles and Agent Copilot, Combining Customer Data and AI to Boost Productivity and Engagement

Twilio, the customer engagement platform that drives real-time, personalized experiences for today’s leading brands, announced the launch of two new innovations within Twilio Flex, the cloud-based digital engagement solution: Unified Profiles and Agent Copilot. Unified Profiles provides businesses with access to a native data layer powered by Segment, enabling the collection and activation of real-time, consented data for personalized interactions. Agent Copilot leverages this data alongside artificial intelligence (AI) to empower employees with automation and boost productivity. This launch marks the first of three products Twilio is committed to bringing to market in 2024, which will natively embed the power of Segment’s customer data into its Communication products.

“Unified Profiles and Agent Copilot within Twilio Flex showcase the power of merging Twilio’s communication channels with Segment’s customer profiles to transform customer interactions into personalized, data-informed experiences,” said Meera Vaidyanathan, VP of Product, Twilio Flex. “These new products fill the missing piece for businesses looking to leverage data and AI to deliver consistent customer value across different touchpoints. This capability has the potential to transform every customer interaction for brands and empower businesses to enhance customer satisfaction, reduce handle time, and increase employee productivity.”

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“We’ve seen significant improvements in our support operations and student interaction since integrating Twilio’s Unified Profiles and Agent Copilot,” said Iván Cantú, COO of Universidad Uk. “In just two months, we’ve reduced the average handling time for academic inquiries by 30% and, by deploying an AI bot informed by Unified Profiles in real-time to handle a majority of student queries, deflected 70% of our support cases. By combining real-time data from various sources into Flex, we’ve streamlined our communication processes and proactively supported students in need, furthering our mission to enhance education access in Latin America and Spanish speakers in the US. As we evolve with Twilio‘s technology, we aim not just to sustain, but to elevate our educational standards and student success.”

The holy grail for customer support is for agents to have context about the customer before the conversation begins. However, contact centers have historically struggled with unifying disparate data sources to provide a real-time, comprehensive customer view. The rise of generative AI has led contact centers to receive mandates to adopt and deploy AI solutions aimed at enhancing the customer experience, but they are still trying to figure out the best approach to drive impact for key business metrics. For AI to automate and personalize interactions effectively, it requires a deep understanding of the customer’s activity, preferences, and traits.

Traditionally, unifying and applying this data has demanded significant engineering resources and heavy deployment costs. Now with 92% of businesses using AI-driven personalization to drive growth, collecting customer data across multiple touchpoints in real-time is not just an advantage; it’s a necessity to remain competitive. By leveraging the rich, real-time data from Segment, Unified Profiles and Agent Copilot provides companies with a bespoke out-of-the-box solution that automates and enhances employee productivity and customer personalization without the previously required time-consuming build-out, allowing businesses to embrace AI over time.

SOURCE: Businesswire