Twilio is advancing towards an agentic customer experience

GlobalData Technology

Wed, December 10, 2025 astatine 8:25 AM CST 3 min read

Businesses strive to rise the barroom for lawsuit acquisition (CX) arsenic a mode to boost lawsuit loyalty and summation a beardown competitory advantage. The emergence of generative AI and agentic AI is opening up caller ways to heighten CX by enabling faster solution and personalised experiences. Many vendors person introduced platforms to let enterprises to follow AI much rapidly done a simplified idiosyncratic interface. Twilio is 1 of the vendors that has moved successful this direction. The institution started arsenic a supplier of communications level arsenic a work (CPaaS) but it has moved beyond conscionable communications applications programming interfaces (APIs). It is present a lawsuit engagement level supplier offering communications APIs, interaction centre (Twilio Flex), lawsuit information absorption (Segment), and conversational AI. Twilio’s merchandise improvement focuses connected 3 cardinal themes: Trusted, Simple, and Smart. The institution has demonstrated these themes done merchandise announcements and showcased astatine its SIGNAL events globally.

Firstly, spot is progressively important owed to the rising fraud impacting consumers. Twilio has introduced assorted capabilities, including Silent Network Authentication and FIDO-certified passkey arsenic portion of its Verify, a idiosyncratic verification product. The institution is besides promoting the usage of branded communications, which has shown to execute user spot and greater willingness to prosecute with brands. Twilio has introduced branded calling, RCS for branded messaging, Whatsapp Business Calling, and WebRTC for browser.

The 2nd taxable is astir simplifying developer experience. With its Segment (customer information platform) solution, Twilio enables businesses to leverage their information much efficaciously for gaining lawsuit insights and taking actions. An illustration is the caller instauration of Event Triggered Journey, which allows the instauration of automated selling workflows to enactment personalised lawsuit journeys. This tin alteration a responsive attack for real-time usage cases, specified arsenic cart abandonment, onboarding flows, and trial-to-paid relationship journeys. By taking actions to promptly code issues a lawsuit is facing tin amended the accidental of having a palmy transaction, and a blessed customer.

The 3rd taxable connected ‘smart’ is astir leveraging AI for enhancing lawsuit engagement. Twilio announced 2 conversational AI updates successful May 2025. The archetypal is ‘Conversational Intelligence’, which analyses dependable calls and text-based conversations and converting them into structured information and insights. This is utile for knowing sentiments, spotting compliance risks, and identifying churn risks. The different AI capableness is ‘ConversationRelay’, which enables developers to make dependable AI agents utilizing their preferred LLM and integrate with lawsuit data. Twilio is leveraging code designation exertion and interrupt handling to alteration human-like dependable agents.