Unified Profiles is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a SLA.
Unified Profiles is not a HIPAA Eligible Service or PCI compliant and should not be used in workflows that are subject to HIPAA or PCI.
With Unified Profiles, you have access to relevant customer data that allows you to personalize interactions, build trust, and enhance customer experiences. Unified Profiles provides a Segment workspace where you can collect real-time customer data from sources such as your website, mobile app, CRM, and data warehouse. You can then track interactions across a customer's entire journey to create unified, real-time customer profiles.
To use Unified Profiles, you either need to be a part of the Personalized Virtual Agent Private Beta or have access to Unified Profiles in Flex.
When you enable and configure Unified Profiles, you can provide your teams with information about each customer to enhance their understanding of customer intent and enable them to personalize every conversation. This information includes:
If you're using Unified Profiles with Flex, your agents can view this detailed information for each customer both before accepting a task and while helping the customer.
If you're using Unified Profiles while creating a Personalized Virtual Agent, you can personalize customer experiences using data from Unified Profiles. For example, send profile traits to Dialogflow to add personalization to virtual agent conversations, or use traits to personalize Studio IVR flows.
Unified Profiles uses Twilio Segment to connect your Twilio services to customer data in Salesforce Cloud or a data warehouse.
If you already use Segment, you can choose to use your existing Segment workspace with Unified Profiles.
If not, your Twilio account team will help you create a limited Segment workspace. Your Segment workspace includes the Segment features below.
5 sources with limited entitlement. Note that Twilio Unified Profiles is automatically connected as a sixth source. In addition, you can connect to:
If you'd like to use sources from Segment's catalog that aren't listed here, contact us to provide additional feedback.
Traits
Segment features
Limits
The following features require a Segment business-tier plan and are not included with Unified Profiles. However, they will be available if you connect Unified Profiles to an existing business-tier Segment workspace.
Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature's AI qualities, see the AI Nutrition Facts for Agent Copilot and the Predictions Nutrition Facts Label.
Twilio's AI Nutrition Facts provide an overview of the AI features you're using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see Twilio's AI Nutrition Facts page and Twilio's approach to trusted CustomerAI.