Sales and Customer Service

AI interactions made human

Step into the future of customer service with Twilio’s AI capabilities. Provide experiences that feel personal, making every interaction better and more meaningful.

Let's talk AI

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Here’s what AI can do for your customer engagement

Smart virtual assistants

Twilio’s AI-powered assistants understand each customer’s needs, solving issues faster and letting your agents focus on the tough stuff.
Personalised call routing

Nobody likes being bounced around. Twilio connects customers to the right agent based on skills, location, and past interactions—so they get the right help, right away.

Empowered agents

With Agent Copilot, your agents get instant, helpful insights, turning them into problem-solving pros with everything they need to handle any situation.
Context-driven personalisation

Twilio’s AI capabilities leverage past interactions and use zero-party data to make every conversation feel thoughtful and tailored—like talking to a business that actually knows you.

How AI is changing the game for Sales & Customer Service

Great customer experiences aren’t just about speed—they’re about feeling heard. Twilio’s AI capabilities make every interaction feel natural, thoughtful, and most importantly, human.

AI uses customer data to make every interaction feel personal and meaningful. Twilio’s AI capabilities take the time to understand your customers, so every interaction feels tailored just for them.

AI adapts to their preferences, past interactions, and behaviours, ensuring that each conversation feels unique and connected.

Automate the simple stuff so your team can focus on what really matters. Twilio’s AI capabilities help take care of routine tasks—sorting inquiries, answering questions, and collecting data—so your team has more time to engage with customers on a deeper level.

The result? Faster outcomes and happier customers.

AI works hand-in-hand with your agents, ensuring smooth, human-centred interactions. Twilio’s AI capabilities handle the first steps of an inquiry—gathering info and answering questions—before handing off the conversation to a human agent who’s fully prepared.

This seamless flow ensures that customers always get the best of both worlds: speed and a personal touch.

Virtual Agents

with AI Assistants & ConversationRelay

AI Assistants that listen, learn, and adapt.

Twilio’s AI Assistants make customer interactions effortless, delivering tailored, natural conversations across channels.

They learn from every touchpoint, continuously improving to understand your customers better. Whether it's voice, text, or chat, AI Assistants provide instant, personalised support—leaving your team free to tackle more complex tasks.

ConversationRelay speaks your customer’s language

ConversationRelay makes every chat feel natural. From answering questions to qualifying leads or sending updates, ConversationRelay keeps things smooth and human. And when things get more complex, it connects customers to live agents, keeping the experience on track.

Plus, with Twilio's speech recognition and translation APIs, your customers can communicate across different languages—ensuring they feel understood, no matter where they are.

Intelligent Routing

with Studio and Functions & TaskRouter

Build smarter workflows with Studio and Functions

Twilio’s Studio and Functions make it easy to design and deploy your communication workflows without breaking a sweat.

The simple interface lets you create complex routing rules without the need for tonnes of code. Need to pivot quickly? No problem—adapt your workflows in no time and deliver personalised customer experiences that feel absolutely intuitive.

Put the right task in the right hands with TaskRouter

Twilio’s TaskRouter ensures that tasks are routed to the right agent based on their skills, availability, and workload. This means your customers always get the help they need, faster.

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Human Augmentation

with Agent Copilot & Flex Unified Profiles

Agent Copilot gives your agents the smart support they need

Twilio’s Agent Copilot is like having a smart assistant right there with you. It provides real-time insights as conversations unfold, giving context to every chat, text or call.

The right information, at the right moment, means agents can ensure smoother interactions, and higher-quality customer experiences—every time.

Get a 360° view of your customers in one place with Flex Unified Profiles

Twilio’s Flex Unified Profiles bring together customer data from every interaction, creating a single, comprehensive profile. It helps agents see the full story, so they can respond more thoughtfully and act faster.

With everything organised and at their fingertips, agents can resolve issues more efficiently, ensuring customers feel heard and taken care of right away.

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Actionable Insights

with Contact Centre Insights & Conversational Insights

Drive better experiences with Contact Centre Insights

With Twilio’s Contact Centre Insights, you’ll get a clear view of customer interactions, revealing trends and opportunities to improve.

With a better understanding of both customer behaviour and agent performance, you can make smarter choices that elevate the customer experience.

Get to the heart of every conversation with Conversational Insights

Twilio’s Conversational Insights help you really understand your customers by uncovering the important details in every interaction.

You’ll see what they need, what they like, and how they feel—so you can respond in a way that truly connects. With these insights, you can strengthen your relationships, turning every conversation into a chance to build loyalty.

Two colleagues discussing something on a laptop screen in an office setting

“We were able to prototype a solution in just four weeks and put it to the test during our busiest retail days of the year.”

Chris McGrath IT Program Manager, Marks & Spencer

“We recognise the need to streamline our operations and see technology as a tool to make our processes efficient. At the same time, we aim to scale to be ahead of the competition.”

Cecille P. Sta. Teresa VP & Head of Customer Engagement and Contact Centres, UnionBank of the Philippines

“Twilio’s tools have been fundamental in establishing KrispCall as a leading innovator in cloud communications. As a result, KrispCall was able to scale and achieve almost 3,000 percent revenue growth in three years.”

Dinesh Silwa Co-CEO and Co-founder, KrispCall

“The problem we are solving with AI is really figuring out from the heterogeneity of how people actually speak to what they mean. Untangling the complexity of accents, word choices, verbosity, ramble, speech quirks, to understand the customer. ”

Yan Zhang COO, PolyAI

“Twilio has been a game changer for us in terms of enhancing customer communication. Overall, the integration of Twilio’s solutions has led to an increase in efficiency for our agents, allowing them to concentrate on more complex and value-adding tasks.”

Michael Ko Head of Product, Driva

“One of the main reasons we picked Twilio was to give our engineering group the flexibility to lean in and deliver the things they are looking for and not be reliant on partners that potentially can’t deliver. Now, they have all the tools at their fingertips to build world-class customer experiences in minutes.”

Dean Fox Director – Transformation, Datacom

Join us at our live events - or watch on-demand

Learn more in our discussions with thought-leaders, or roll up your sleeves and get hands-on with us!

Twilio Forge: ConversationalAI in Action

11 March, 10am SGT | 1pm AEDT

Join us for Twilio Forge: Conversational AI in Action, a hands-on event designed to help you build intelligent, adaptive virtual agents that deliver human-like self-service, seamless cross-channel engagement, and real-time personalisation. Register to save your spot, or watch on demand!

Navigating the Agentic Workforce - Are we Ready for our AI Overlords?

27 March, 9.30am SGT | 12.30pm AEDT

Join us for an engaging exploration into the world of conversational AI, where we delve into the transformative potential of AI Agents and Chatbots. As businesses increasingly adopt these technologies, the demand for sophisticated, context-aware interactions has never been higher.

Interested in learning more?

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