Customer engagement platform, Twilio has integrated with OpenAI to create more personalised, “customer-aware” experiences, the company has announced.
The deal means that businesses can now use OpenAI’s GPT-4 model to power new generative capabilities in the marketing solution, Twilio Engage.
This includes being able to build a ChatGPT plugin for Twilio Flex, which gives users the ability to access Flex directly from ChatGPT’s interface. In turn, this creates a new channel for brands to serve their customers.
Developers, meanwhile, can create voice-activated chatbots using Twilio’s native speech recognition and Amazon Polly Neural text-to-speech capabilities with ChatGPT. ChatGPT can now also be paired with Twilio Programmable Messaging to build a serverless SMS chatbot as businesses look to enhance their customer engagement strategies.
What is Twilio CustomerAI?
The announcement is a part of Twilio CustomerAI, a technology layer that combines predictive and generative AI with all the customer data that flows through Twilio’s Customer Engagement Platform.
This platform enables companies to unlock their data, build an understanding of their customers with Twilio Segment and then use that understanding to deliver greater personlisation across customer touchpoints.
“As AI drives down the cost of intelligence, it is increasingly possible for companies to deliver a deeply personalized experience for every customer. We know how much people want this, and we’re happy to be working with Twilio to bring it to the world. Twilio Segment’s Customer Data Platform will enable today’s and tomorrow’s large language models to unlock deep personalization at scale for every business,” said Brad Lightcap, COO of OpenAI.
Jeff Lawson, CEO of Twilio, added: “It’s clear that Large Language Models are the next wave of innovation in customer engagement. Experiences like ChatGPT are coming to the enterprise to power groundbreaking experiences in sales, service, content, marketing and more. Twilio CustomerAI enables companies to build customer-aware interactions – giving the language models context about the customer they’re helping.
“Without customer-awareness, any ChatGPT-like experiences would be generic and unhelpful. But with CustomerAI, companies can transform LLMs into the most helpful, knowledgeable agent imaginable at scale.”
