Twilio has launched two innovations for its Flex CCaaS platform: Unified Profiles and an Agent Copilot.
Announced at Enterprise Connect 2024, the Unified Profiles solution adds a native data layer to Flex, powered by Segment, Twilio's customer data platform (CDP).
That data layer pulls together CRM, warehouse, and real-time tracking data for a "complete view" of every customer.
Such a view may include the customer’s conversation history, preference data, sentiment, predicted actions, possible products of interest, and more.
The Unified Profiles offering also feeds Twilio’s second innovation: Agent Copilot. The virtual assistant aims to make "every interaction smarter" through intelligent routing, delivering real-time context to agents, and generative AI-powered contact summaries.
The summaries include automated disposition codes and sentiment insights – as evident in the introductory video below.
Commenting on the new solutions, Meera Vaidyanathan, VP of Product at Twilio, said:
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."
In addition, the launch of Unified Profiles reaffirms the importance of Segment in driving Twilio’s roadmap forward – with this the first of three products Twilio will bring to market this year that embed Segment’s data into its Communications offerings.
That plan came to the fore shortly after an activist investor implored Twilio to sell its Segment business – which includes Twilio Engage alongside its namesake CDP - earlier this year in a push for profitability. Twilio then held a formal review of its future.
The review acknowledged that Segment continues to underwhelm from a revenue perspective, contributing just seven percent to Twilio’s overall earnings.
Yet, the review also endorsed the role Segment could play in adding value to Twilio’s somewhat disjointed portfolio, helping to pull it all together.
The Unified Profiles solution underlines this potential, and early-adopters have spoken positively about its impact on customer, agent, and business outcomes.
For example, Iván Cantú, COO of Universidad Uk, shared his team’s experiences with the new technologies, stating:
We've seen significant improvements in our support operations and student interaction since integrating Twilio's Unified Profiles and Agent Copilot.
"In just two months, we've reduced the average handling time for academic inquiries by 30 percent and, by deploying an AI bot informed by Unified Profiles in real-time to handle a majority of student queries, deflected 70 percent of our support cases.