By embedding data provided by Twilio Segment’s ‘Golden’ Customer
Profiles in Flex, employees have deeper insights into customer
behaviors and preferences, enabling more tailored interactions
This marks the first of three launches in 2024 where Twilio will
natively embed Segment into Twilio’s Communication products
Twilio (NYSE: TWLO), the customer engagement platform that
drives real-time, personalized experiences for today’s leading
brands, today 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.
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"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."
Organizations like Caring.com and Universidad Uk
are already leveraging these tools to deliver exceptional customer
experiences, driving loyalty, growth, and satisfaction for both
customers and agents.
"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. Moreover, reliance on siloed data creates its own set of
challenges, leading to extended wait times, wasted agent time, and
decreased satisfaction.
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.
Introducing Unified Profiles and Agent Copilot:
AI-driven agent experiences with real-time data
Unified Profiles is an open and extensible data layer,
powered by Segment, that brings together customer data from various
sources, including CRM systems, data warehouses, and real-time
behavior tracking all into a central real-time profile. This equips
sales and support teams with a 360-degree view of the customer,
facilitating personalized interactions based on predictive,
historical, and real-time insights – milliseconds to retrieve a new
profile and seconds to write a new data into a profile. A Segment
workspace within Twilio Flex, Unified Profiles delivers immediate
access to these insights without requiring a separate Segment
contract. Whether a customer is engaging with a support team,
making a purchase, or browsing offers, Unified Profiles ensures
each and every interaction is precisely tailored to the
individual’s preferences and activity.
Unified Profiles is designed to be shared across teams and serve
not only customer support agents and sales teams, but to extend its
benefits across any function in the business. It provides a
versatile and dynamic data piece that can be seamlessly integrated
into any customer engagement strategy, starting with Twilio Flex.
For Segment customers, Unified Profiles becomes more powerful by
providing real-time data from each interaction to fuel other
Segment-based use cases. This ensures that, with deeper integration
into the Twilio ecosystem, customers can unlock unprecedented
levels of efficiency and effectiveness.
Agent Copilot leverages large language models (LLMs) to
automate and enhance agent productivity. By utilizing the rich,
real-time data from Unified Profiles, Agent Copilot assists in
intelligent routing, providing agents with actionable insights for
each customer interaction, reducing resolution times, and
automating post-call summaries. The real-time data fuels the AI
algorithms, which generates more nuanced data, creating a flywheel
effect. This flywheel continues to deepen your understanding of the
customer and provides the data required to evolve, adapt, and grow
your business in alignment with changing needs and behavior. With a
more streamlined operational process that also enriches the
customer experience, agents are free to focus on what matters most:
the customer. And with upcoming enhancements, including the ability
to suggest next best actions and provide deep insights into
customer sentiment, effort, and loyalty, employees can ensure every
interaction is as informed and effective as possible.
Together, Unified Profiles and Agent Copilot tackle the
operational inefficiencies plaguing contact centers, benefiting
customers and teams alike.
Benefits for the end customer include:
- Quicker Time to Resolution: Streamlined processes and
unified customer data can lead to faster answers and
solutions.
- Contextualized Interactions: Insights drawn from Unified
Profiles, including customer history, preferences, and AI-derived
traits such as sentiment, predicted lifetime value (LTV), and churn
propensity, facilitate conversations that are tailored to each
individual.
- Seamless, No-Repeat Experience: Customers don't have to
repeat information, leading to a more satisfying interaction.
While agents and businesses can benefit from:
- Uplift in Productivity Across Teams: Reduction in the
need to switch between applications, recommended responses, and
automated wrap-up reports increase efficiency.
- High Customer Satisfaction: Enhanced service quality and
personalized engagements contribute to greater customer loyalty and
customer lifetime value.
- Reduced Operational Inefficiencies: Addressing issues
like repeat calls and high transfer rates improves overall service
and operational performance.
"Businesses struggle to piece together a comprehensive view of
the customer due to siloed data and complex system integrations,
hindering their ability to leverage AI and deliver personalized
customer experiences," said Mila D’Antonio, Principal Analyst at
Omdia. "Twilio's launch of Unified Profiles and Agent Copilot
provides real-time data to agents, helping them better understand
customer activities, preferences, and traits, streamlining
operations and enhancing customer interactions."
The acquisition of Segment by Twilio was a move to unlock the
power of the #1 CDP for 2022 market share per IDC1 with Twilio’s
leading CPaaS for 2023 market share per IDC.2 Unified Profiles is a
significant step in realizing this vision, promising to deliver
personalized experiences and efficiency across all Twilio
communication channels, and fundamentally enhance how businesses
interact with their customers across various touchpoints.
Additionally, Twilio is extending Flex's capabilities with the
introduction of Flex Mobile3 to cater to the evolving needs
of sales and relationship managers, and field agents, by addressing
the modern need for mobility and flexibility in work environments.
Now entering public beta, this iOS and Android app integrates
effortlessly with existing Flex setups, offering a robust solution
for professionals who require flexibility to step away from their
desks without losing connectivity. It allows for the management of
calls, messages, and transfers directly from mobile devices,
ensuring that all interactions are logged within the same system,
thus bridging the gap between field and support teams and enhancing
communication strategies without additional development costs or
complexity.
Unified Profiles and Agent Copilot will be showcased at
Enterprise Connect in Orlando at Twilio Booth #911. To learn more
about recent developments across Twilio’s products, join the Q1
2024 Twilio Release Webinar on March 27.
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.
_____________________
1 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, David Wallace,
Doc ##US50861023e, June 2023 2 IDC MarketScape: Worldwide
Communications Platform as a Service 2023 Vendor Assessment, May
2023, IDC #US50607923. 3 Flex Mobile will be entering public beta
on April 2024
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