Twilio’s CPaaS platform

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Twilio’s CustomerAI technology takes this understanding to the next level by combining the power of large language models (LLMs) with real-time customer data flowing through Twilio’s Customer Engagement Platform. This dynamic fusion helps businesses build connections across the customer lifecycle, enabling them to unlock their customers’ potential and deliver greater value through predictive artificial intelligence (AI) capabilities. Across multiple communication channels, businesses gain insights about each customer: their communication preferences, product preferences, engagement patterns, and sentiment. This dataset, enriched with information such as message sentiment, call duration, and user behavior, will become a critical resource in our future offerings, enabling enhanced personalization and AI capabilities.

Twilio’s CPaaS platform goes beyond data collection whatsapp philippines number to extract and integrate this wealth of information into AI systems. The Perception Engine, a cutting-edge product unveiled at SIGNAL 2023, is a perfect example of Twilio’s CustomerAI technology. Built on large language models (LLMs), the engine leverages natural language understanding to extract meaningful customer insights from chat conversations, text messages, and call transcripts. Its unique feature is its ability to understand context without relying on predefined structures or training a custom model. Consider the challenge of extracting shipping addresses from sparse mentions of cities or zip codes in messages.



While conventional methods require predefined sentence structures and often result in erroneous responses, the CustomerAI insight engine, coming soon to messaging, excels at extracting data even when it spans multiple messages or throughout a conversation. This illustrates the remarkable ability of the CPaaS solution to enrich AI systems with nuanced insights from real-world interactions. Twilio isn’t just transforming communication, it’s revolutionizing the customer experience. Twilio’s CustomerAI technology will be seamlessly integrated across customer touchpoints across marketing, sales, and service. With Twilio Segment’s customer data platform (CDP) capturing, analyzing, and responding to customer signals in real time, generative and predictive AI elevates campaign ideation and execution, leading to tailored experiences.