Guide for Conversation Intelligence (classic) users
Conversation Intelligence is the latest version of Twilio's conversation analysis platform, built for real-time insights and GenAI-driven use cases. This guide helps Conversation Intelligence (classic) users understand the differences between the two versions and how to use them together.
The latest version of Conversation Intelligence goes beyond post-call analysis, adding real-time capabilities and new tools to extract more value from every customer conversation.
- Real-time intelligence: Move beyond post-call analysis. Monitor and analyze live conversations to drive immediate insights and in-the-moment decisions.
- Cross-channel support: A single platform for Voice, Messaging, and more digital channels.
- GenAI language operators: A platform designed for the generative AI era, with more intuitive and flexible processing than traditional models.
- Context awareness: Ground every insight in your business logic and customer history using Conversation Memory and Enterprise Knowledge.
| Conversation Intelligence | Conversation Intelligence (classic) | |
|---|---|---|
| Recommended for | Real-time and GenAI use cases (for example, Live Agent Assist, real-time coaching, cross-channel intelligence) | Post-conversation voice intelligence |
| Supported channels | Voice, SMS, RCS, WhatsApp, Chat | Voice |
| Compliance | Not HIPAA-eligible/PCI compliant | HIPAA-eligible |
| Billing | Character-based | Per-minute and character-based |
Conversation Intelligence (classic) remains fully supported. Existing deployments and customer workflows continue to operate without interruption.
You can run both versions simultaneously within a single account. You can keep established batch processing in Conversation Intelligence (classic) while using the new version for real-time, GenAI-driven use cases.
Batch transcription workflow not supported in Conversation Intelligence (classic)
The Transcription Configuration resource for batch transcription (public beta) isn't available for customers using Conversation Intelligence (classic). To use it with the latest version of Conversation Intelligence, contact Support or your Twilio account team.
Learn more about chained configuration and batch transcription in Conversation Intelligence.