Twilio Powers Customer Engagement with AWS AI

Amazon Web Services (AWS) and Twilio today announced at the AWS Summit in New York an expanded strategic collaboration that will bring powerful artificial intelligence (AI) capabilities to Twilio customers. This news follows the recent announcement of Twilio CustomerAI. With its CustomerAI technology layer, Twilio powerfully combines data from the customer engagement platform, generative and predictive AI, and large language models (LLMs) to unlock stronger relationships with customers for brands.

One priority area where AWS and Twilio are stepping up efforts is the deployment of predictive AI technology. By bringing together Amazon SageMaker technology and Twilio Segment’s customer data platform, upcoming features will help companies better understand their customers and enable them to deliver deeper value through more relevant, timely, and personalized experiences.

In particular, marketers and data scientists will soon have immediate access to new machine learning tools that can intelligently anticipate future customer actions and help inform product or marketing strategy. For example, AI can very accurately predict the propensity of a customer to make a new purchase, or identify “VIP” customers to prioritize or reward with loyalty-focused campaigns, and much more. In today’s fast-paced and increasingly competitive economic environment, AI will provide marketers with new ways to understand, attract, convert, and retain high-value customers.

“At AWS Summit New York, we’re taking a deep dive into the innovative ways businesses are leveraging the power of AWS to revolutionize industries. In particular, we’re excited to hear from customers and partners at the forefront of AI innovation, which is certainly where Twilio is playing in the customer engagement space,” he said. Shaown Nandi, Director of Technology, Industries at AWS. “It’s great to see Twilio and our portfolio of AI/ML services working together to help businesses meet customers where they are, improve engagement, and deliver highly personalized experiences.”

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

Twilio and AWS are committed to building AI safely and responsibly. Twilio embeds privacy and security by design into its product development lifecycle and will ensure that companies have full transparency and control of the data that informs AI-powered interactions with their customers.

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