Twilio is advancing towards an agentic customer experience

Core Insights - Businesses are enhancing customer experience (CX) to boost loyalty and gain competitive advantage, with generative AI and agentic AI playing a significant role in this transformation [1] Group 1: Trust - Trust is increasingly vital due to rising consumer fraud, leading Twilio to introduce features like Silent Network Authentication and FIDO-certified passkeys in its Verify product [2] - The company promotes branded communications, which have been shown to increase consumer trust and engagement, through initiatives like branded calling and RCS for messaging [2] Group 2: Simplification - Twilio's Segment solution allows businesses to utilize their data effectively for customer insights, exemplified by the Event Triggered Journey feature that automates marketing workflows for personalized customer experiences [3] - This approach enables timely responses to customer issues, improving transaction success rates and customer satisfaction [3] Group 3: Smart Engagement - Twilio is leveraging AI to enhance customer engagement, with updates like 'Conversational Intelligence' that analyzes conversations for insights on sentiment and compliance risks [4] - The 'ConversationRelay' feature allows developers to create voice AI agents using preferred large language models (LLMs), integrating with customer data for improved interaction [4]