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Twilio unveils Unified Profiles & Agent Copilot for customised interactions
Thu, 28th Mar 2024

Customer engagement platform vendor Twilio has unveiled two fresh innovations in Twilio Flex: Unified Profiles and Agent Copilot. These products represent the first in a series of three that Twilio plans to release in 2024, each designed to incorporate the unique capabilities of Segment’s customer data into its Communication products.

The newly launched Unified Profiles and Agent Copilot within Twilio Flex are said to exemplify the remarkable potential of merging Twilio's communication channels with Segment's customer profiles to transform customer interactions into personalised, data-informed experiences.

According to 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."

Several organisations, including Caring.com and Universidad Uk, are already using these tools to deliver outstanding customer experiences and promote 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 Ivn Cant, 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."

In today’s technological landscape, businesses need to make use of AI-driven personalisation to create a competitive edge, and 92% are already doing so. By harnessing the comprehensive, real-time data from Segment, Twilio’s new innovations provide a custom solution for businesses seeking to enhance their productivity and personalise customer interactions.

Enter Unified Profiles and Agent Copilot, a deeply embedded data layer and an AI-driven support companion powered by Segment. These technologies combine customer data from various sources into a single, actionable profile, enabling sales and support teams to interact with customers based on predictive, historical, and real-time insights.

Agent Copilot employs large language models (LLMs) to automate and enhance agent productivity. Using the detailed, real-time data drawn from Unified Profiles, Agent Copilot can intelligently direct interactions, offering agents practical insights to reduce resolution times and automate post-call summaries.

"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," said Mila D’Antonio, Principal Analyst at Omdia.

The rationale behind Twilio’s acquisition of Segment was to harness its powerful data capabilities together with Twilio’s leading communication platform. Unified Profiles is a significant step towards this fusion, aiming to deliver personalised experiences and efficiency across all vehicle communication channels.

Furthermore, Twilio is broadening Flex's capabilities by introducing Flex Mobile, which caters to the modern need for mobility and flexibility in work environments.