Twilio announced the launch of two new innovations within Twilio Flex, the cloud-based digital engagement solution: Unified Profiles and Agent Copilot. 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 personalized 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. By leveraging the rich, real-time data from Segment, Unified Profiles and Agent Copilot provides companies with a bespoke out-of-the-box solution that automates and enhances employee productivity and customer personalization without the previously required time-consuming build-out, allowing businesses to embrace AI over time. Introducing Unified Profiles and Agent Copilot: AI-driven agent experiences with real-time data.

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 behavior tracking all into a central real-time profile. This equips sales and support teams with a 360-degree view of the customer, facilitating personalized interactions based on predictive, historical, and real-time insights ? milliseconds to retrieve a new profile and seconds to write a 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 utilizing 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 behavior. 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 centers, benefiting customers and teams alike. Benefits for the end customer include: Quicker Time to Resolution: Streamlined processes and unified customer data can lead to faster answers and solutions. Contextualized Interactions: Insights drawn from Unified Profiles, including customer history, preferences, and AI-derived traits such as sentiment, predicted lifetime value (LTV), and churn propensity, facilitate conversations that are tailored to each individual.

Seamless, No-Repeat Experience: Customers don't have to repeat information, leading to a more satisfying interaction. While agents and businesses can benefit from: Uplift in Productivity Across Teams: Reduction in the need to switch between applications, recommended responses, and automated wrap-up reports increase efficiency. High Customer Satisfaction: Enhanced service quality and personalized engagements contribute to greater customer loyalty and customer lifetime value.

Reduced Operational Inefficiencies: Addressing issues like repeat calls and high transfer rates improves overall service and operational performance. Additionally, Twilio is extending Flex's capabilities with the introduction of Flex Mobile to cater to the evolving needs of sales and relationship managers, and field agents, by addressing the modern need for mobility and flexibility in work environments. Now entering public beta, this iOS and Android app integrates effortlessly with existing Flex setups, offering a robust solution for professionals who require flexibility to step away from their desks without losing connectivity.

It allows for the management of calls, messages, and transfers directly from mobile devices, ensuring that all interactions are logged within the same system, thus bridging the gap between field and support teams and enhancing communication strategies without additional development costs or complexity. Unified Profiles and Agent Copilot will be showcased at Enterprise Connect in Orlando at Twilio Booth #911.