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.