On
the earnings call, CEO Jeff Lawson noted: “We have the opportunity to change
communications and customer engagement for decades to come.”
And
yes, as should be no surprise, one of the drivers will be #AI (Artificial
Intelligence). Just look at the company’s Autopilot offering (at
today’s Signal conference, Twilio announced that the product is
generally available to customers). This is a system that allows for the
development, training, and deployment of intelligent bots, IVRs and Alexa apps.
Now
it’s true that there is plenty of hype with #AI. Let’s face it, many
companies are just using it as marketing spiel to gin up interest and
excitement.
Yet Autopilot
is the real deal. “The advantage that’s unique to Twilio’ s #API platform model is
that we build these tools in response to seeing hot spots of demand and real
need from our customers,” said Nico Acosta, who is the Director of Product
& Engineering for Twilio’ s Autopilot & #Machine _Learning
Platform. “We have over 160 thousand customers of every size across a huge
breadth of industries and we talk to them about the solutions they need to
improve communication with their customers. What do they keep building over and
over? What do they actively not want to build because it’s too heavy a lift?
Those conversations inform the products we create that ultimately help them
differentiate themselves through better customer experience.”
AI
Innovation
Consider
that Autopilot breaks the conventional wisdom that there is an inherent trade-off
between operational efficiency and customer experience. To do this,
Twilio has been focusing on pushing innovation with #AI, such as with:
·
Classification: This involves grouping utterances and mapping
them to the correct task. With #AI, the system gets smarter and smarter.
·
Entity Extraction: This uses #NLP (Natural Language
Processing) to locate details like time, place, cities, and phone numbers
and so on. This means it is easier to automate repetitive tasks like setting up
appointments (if the customer says “7 at night,” the NLP will understand this).
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