Twilio Launches Unified Profiles & Agent Copilot Features To Boost Productivity & Engagement
Twilio has launched Unified Profiles and Agent Copilot within its Twilio Flex cloud-based customer engagement platform.
Lead image: Meera Vaidyanathan, VP of product, Twilio Flex.
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 personalised 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.
“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 personalised, 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.”
Organisations such as 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 per cent and, by deploying an AI bot informed by Unified Profiles in real-time to handle a majority of student queries, deflected 70 per cent 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.”
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 behaviour tracking all into a central real-time profile. This equips sales and support teams with a 360-degree view of the customer, facilitating personalised interactions based on predictive, historical, and real-time insights – milliseconds to retrieve a new profile and seconds to write 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 utilising 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 behaviour.
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 centres, benefiting customers and teams alike.
Please login with linkedin to comment
TwilioLatest News
ABC Launches Two New Channels Combining Kids, Family & General Titles
The ABC will introduce two new channels in June—ABC Family and ABC Entertains—and four new innovative digital streams that will combine the best kids’, family, and general entertainment titles. The new channels will make it easier for audiences to find the programs they love. They will showcase the ABC’s catalogue of family and entertainment programs […]
Wests Tigers Lose One Million Dollar Sponsorship Deal In Hagipantelis Fallout
The Wests Tigers have confirmed that Brydens Lawyers will end their one-million-dollar partnership with the club at the end of the 2024 season. The law firm first joined the club in 2015 and upgraded to a principal shirtfront partnership in 2016. In an official statement shared to the Tigers’ website today, it was announced the […]
Ads That Entertain And Surprise Consumers Perform Best In Asia-Pacific – WARC report
New study reveals humorous ads "entertain and surprise consumers". Here's hoping Julia Morris doesn't get any ideas.
Aussie Employees Want AI At Work And Won’t Wait For Companies To Catch Up, Study Finds
Someone has clearly told Aussie workers AI wont steal their jobs, but might help them get to the pub more quickly.
Introducing Sam, Mamamia’s New AI-Powered Programmatic Audio Offering For Brands
Mamamia one of the first indie publishers to be really playing in the AI space. Well, the only one really.
OMA Appoints Motio’s Adam Cadwallader & JCDecaux David Watkins To Board Of Directors
New appointments to the OMA board of directors today. Monthly meetings' finger sandwiches to remain strictly egg or ham.
Bastion’s Harry Roth Selected For Cannes Lions Creative Academy
Bastion's Harry Roth off to this year's Cannes creative academy. May wear his Wallabies jersey to ruffle feathers.
TV Ratings (08/05/2024): Seven Has A Huge Night As News & Quiz Shows Dominate
News & quiz shows dominate last night's TV viewing. Further proof of our interest in the Middle East & steak knives.
Network 10 Wants Government Help To Save Regional Broadcast TV
Could Farmer Wants A Wife help Network Ten out of this mess?
Royalties Generated By Aussie Artists On Spotify Reached Nearly $275M In 2023
Royalties generated by Aussie artists on Spotify in 2023 hit $275 million. Shannon Noll's contribution reached $4.45.
eBay Study: Aussies’ Growing Love For Pre-loved Fashion Soaring To New Heights
New study reveals Aussies' love of second-hand fashion. Meaning it's now very cool to smell of moth balls.
Bud Communications Expands APAC Footprint With Australian Office Launch
Singapore-based PR & content agency Bud specialises in disruptor brands, not marijuana ones as the name may infer.
Coles Group Ranks Number One In Disability Access & Inclusion
Hats off to Coles for this top work. Now if it could only get its trolleys to run straight & its pears a bit less hairy.
Is Alone Australia Coming For MAFS & Survivor?
SBS's Alone Australia proving such a hit with viewers, B&T is rather surprised the commercial networks haven't nicked it.
AFR Pulls Plug On Newspapers In WA After Printing Costs Soar
West Australians will now have to rely on That's Life & Iron Ore Weekly for their weekly print fix.
Spotify Delivers A “Masterclass” In Curating User Experiences For Listeners & Artists
As you'll read here, there's more to Spotify than meets the eye. Or, in this case the ear, it being an audible property.
REA Group Delivers Booming Q3 Performance
It's yet further proof the property market is so hot right now. Still not hot enough to save Godfrey's vacuums, however.
iProspect Reveals 2024 Level Up Committee Cohort
iProspect unveils shadow executive leadership team. Staffers warned to be on the lookout when nicking off early.
Surge In Kayo Subscriptions Helps Foxtel Offset Broadcast Declines; News Corp Q3 Revenue Flat
One thing Aussies love is sport. Yet, one thing they hate is paying for it. So, make of this news what you will.
DEPT Doubles Down On Creativity With New APAC Executive Creative Director
Global digital agency announces Brad Stevens as ECD. Says he's happy to go by 'Braddles' or the unimaginative 'Stevo'.
JCDecaux Unveils Giant Melbourne Wrap Around OOH Site
If a worrying vitamin D deficiency isn't enough to get you outdoors, then hopefully this new JCDecaux installation will.
Brazilian Ad Agency Africa Creative Releases Powerful Gay Conversion Therapy Film
The Cure sounds like the serious sequel to Hangover III, let's hope it delivers some sobering food for thought.
Spotlight On Sponsors: PGA Championship Becomes First Men’s Major To Sign Sports Betting Partner
The game of golf is a lot like Lindsay Lohan, Jägermeister or holidaying in Kuta - you never know if it's cool or not.
Mackenzie Arnold & Tony Gustavsson To Take Part In Inspiring Conversation At Vivid Sydney
Matilda's goalie & coach in conversation at this year's Vivid. Won't be conversing about Sam Kerr's ACL, however.
Smart Speakers Stung By Ad Fraud Costing Brands $1M Per Month, Says DoubleVerify
Be wary of a Nigerian sounding bloke that claims he is Kochie and pimping crypto on a smart speaker near you.
Contiki Challenges Influencers To ‘Switch On Social Travel’ In New Campaign Via We Are Social
Contiki wants influencers to give up irritating selfies on holiday by funding them to create irritating selfies. Genius.
“We Are In Our Epic Era”: Natalie Harvey On The Big Changes Coming As Mamamia Celebrates 10 Years Of Podcasting
Natalie Harvey has taken on the Mamamia CEO's chair that B&T hopes sports a mashed pumpkin vomit stain.
TV Ratings (07/05/2024) : Team USA Become First Female Team To Win LEGO Masters Australia
It's not been a great day for Australia - out early in Eurovision, crushed by the Yanks in Lego Masters.
GroupM Hires Former Amazon Ads Global Head Of Services
GroupM poaches Amazon's Mark Lomas to lead its retail media business. Says he has no opinion on Jeff Bezos' new yacht.
It’s All About The Indies! Introducing B&T’s Best Of The Best Indie Executive Creative Leaders 🎉
Indie agencies are thriving & it's mostly thanks to these industry leaders. And their delegating to the lackeys.
Introducing BrandComms.AI, Forethought Revolutionises How Brands Do Effective Creative
Marketing & strategy agency Forethought unveils new AI offering. Yet can't explain the plot to any of the Matrix films.
Independent Media Agencies Of Australia (IMAA) Announces Record 44 New Group Deals For 2024
The Independent Media Agencies rolls out even more support for its members. Alas, no signs of any discounted arancini.
After Google Search Spike, Reddit Shares Jump 14% In First Quarterly Results Since IPO
It looks like being a top time to be investing in the tech space. Defence industries & missile makers also doing well.
Gippsland Dairy Celebrates The Deliciousness Of Patience With ‘Slow Good’ Platform Via Special
Yoghurt's a lot like online dating, red wine & running marathons - you think it's good for you, but it probably isn't.
Let Them Eat Cake: Cashed-Up Professionals Are Back In CBDs And Airports And They Want Their Audis
Latest study finds the ABs are returning to offices & reveals how brands can cash in. Just not the work from home brands.
Mariah Carey Lends Her Inimitable Voice to ‘Portrait of a Portrait’, Audible’s Latest ‘Words + Music’ Installment
Think Mariah's only good for annoying the shit out of colleagues at Christmas? Think again with this new Audible work.