OpenAI will power generative AI capabilities
within Twilio Segment, the Customer Data Platform
Twilio CustomerAI can unlock generative and
predictive capabilities for over 300,000 Twilio Customers, now
boosted by OpenAI’s GPT-4
OpenAI CEO Sam Altman to speak at Twilio’s
SIGNAL conference on August 23
Today, Twilio (NYSE:TWLO), the customer engagement platform that
drives real-time, personalized experiences for today’s leading
brands, announced it will enable companies to create personalized,
customer-aware experiences powered by OpenAI. Through this
integration, Twilio customers will be able to use OpenAI’s GPT-4
model to power new generative capabilities in Twilio Engage, its
multichannel marketing solution built atop the Segment Customer
Data Platform. The combination of Twilio Segment, ranked the #1
Customer Data Platform for market share by IDC for four consecutive
years,* and OpenAI’s powerful Large Language Models, will create
new opportunities for businesses to activate a unique understanding
of their customers across every interaction.
“As AI drives down the cost of intelligence, it is increasingly
possible for companies to deliver a deeply personalized experience
for every customer,” said Brad Lightcap, COO of OpenAI. “We know
how much people want this, and we’re happy to be working with
Twilio to bring it to the world. Twilio Segment’s Customer Data
Platform will enable today’s and tomorrow’s large language models
to unlock deep personalization at scale for every business.”
This announcement is a part of Twilio CustomerAI, a technology
layer that couples the power of predictive and generative AI with
the wealth of customer data flowing through Twilio’s Customer
Engagement Platform. Most companies know that in order to
understand their customers, they need to make use of their data –
yet companies struggle to do so. Data pipelines break, data formats
evolve rapidly, and data teams often don’t have the bandwidth to
fully leverage the potential of the customer data they have. Now,
with AI rapidly unlocking new opportunities, the value of having
organized, clean and actionable data that is AI-ready has never
been more important. Twilio's Customer Engagement Platform enables
companies to unlock their data, building an understanding of their
customers with Twilio Segment, and then activate that understanding
across their contact center with Twilio Flex, their marketing
campaigns with Twilio Engage, and their products. Twilio CustomerAI
infuses greater customer understanding and personalization across
every one of those customer touchpoints.
“It's clear that Large Language Models are the next wave of
innovation in customer engagement,” said Jeff Lawson, CEO of
Twilio. “Experiences like ChatGPT are coming to the enterprise to
power groundbreaking experiences in sales, service, content,
marketing and more. Twilio CustomerAI enables companies to build
customer-aware interactions – giving the language models context
about the customer they're helping. Without customer-awareness, any
ChatGPT-like experiences would be generic and unhelpful. But with
CustomerAI, companies can transform LLMs into the most helpful,
knowledgeable agent imaginable at scale.”
This integration with OpenAI will formalize the exciting
opportunities that many in Twilio’s community of more than 10
million developers have already been experimenting with. For
example, it’s possible to build a ChatGPT plugin for Twilio Flex,
which gives users the ability to access Flex directly from
ChatGPT's interface, creating a new channel for brands to serve
their customers better. Meanwhile, developers can create
voice-activated chatbots, using Twilio's native speech recognition
and Amazon Polly Neural text-to-speech capabilities with ChatGPT.
Another example is the potential of ChatGPT when paired with Twilio
Programmable Messaging, used here to build a serverless SMS
chatbot. These builds validate the enormous potential of OpenAI and
Twilio’s ongoing and aligned efforts, and the value it can bring to
customers looking to uplevel their customer engagement
strategies.
Twilio and OpenAI are committed to building AI safely and
responsibly. Twilio builds privacy and security by design into its
product development lifecycle and will ensure companies have full
transparency and control of the data that informs AI-powered
interactions with their customers. Twilio is partnering with a
group of trusted, world-class partners that meet its privacy and
data protection standards.
Learn more about how Twilio is layering predictive and
generative AI capabilities across its Customer Engagement Platform
here, and join us at SIGNAL 2023 to hear from OpenAI CEO Sam
Altman.
About Twilio
Today's leading companies trust Twilio's Customer Engagement
Platform (CEP) to build direct, personalized relationships with
their customers everywhere in the world. Twilio enables companies
to use communications and data to add intelligence and security to
every step of the customer journey, from sales to marketing to
growth, customer service and many more engagement use cases in a
flexible, programmatic way. Across 180 countries, millions of
developers and hundreds of thousands of businesses use Twilio to
create magical experiences for their customers. For more
information about Twilio (NYSE: TWLO), visit: www.twilio.com.
Forward-Looking Statements
This press release contains forward-looking statements within
the meaning of the federal securities laws, which involve
substantial risks and uncertainties. Forward-looking statements
contained in this press release include, but are not limited to,
statements about the future availability of AI-related
capabilities, functionality and features within Twilio products,
including Flex, Engage and Verify, and potential benefits to
customers.
You should not rely upon forward-looking statements as
predictions of future events, the outcome of which are subject to
known and unknown risks, uncertainties, and other factors that may
cause our actual results, performance, or achievements to differ
materially from those described in the forward-looking statements,
including those more fully described in our most recent filings
with the Securities and Exchange Commission.
Forward-looking statements represent our beliefs and assumptions
only as of the date such statements are made and we undertake no
obligation to update any forward-looking statements, except as
required by law.
*Source: IDC Worldwide Customer Data Platform Market Shares,
2019: Calm Before the Marketing Cloud Vendor Storm, Doc
#US46130720, March 2020; IDC Worldwide Customer Data Platform
Market Shares, 2020 The Flight to First-Party Data Is On, and CDPs
Win Big,Doc #US48052920, July 2021; IDC Worldwide Customer Data
Platform Market Shares, 2021 Stellar CDP Growth Proves Value of
Unified Data for CX, doc #US49493722 July 2022; *IDC Worldwide
Customer Data Platform Applications Software Market Shares, 2022:
Continued CDP Growth to $2.7 Billion Proves Value of Unified Data
for CX and Digital Business, June 2023, IDC #US50861023.
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version on businesswire.com: https://www.businesswire.com/news/home/20230803156545/en/
Press Contact: press@twilio.com
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