At SIGNAL 2023, we unveiled the CustomerAI Perception Engine, a new way to build rich customer profiles by using AI to harness data within Voice conversations and, in future releases, Messaging.
The CustomerAI Perception Engine is conversational intelligence for your most valuable channels. It allows you to extract data from any customer conversation – whether it’s over the phone, or in future releases, by text or in your chatbot – without the need to predefine message structures or train custom models. That data can then be used to build rich customer profiles and enable precise personalization.
The CustomerAI Perception Engine uses AI to identify individual user data, such as a consumer’s shipping address or product preferences, even if it’s shared across multiple messages.
Large language models (LLM), automatic speech recognition (ASR), NLP, speech-to-text transcriptions (STT), and language operators all power the tool so you don’t have to predefine message structure or train custom models.
The data you collect from customer conversations, such as channel preference and likes and dislikes, all help inform future interactions and improve your end customer experience.
Collect and analyze engagement, delivery, and latency data at scale to identify key trends and make improvements over time.
The CustomerAI Perception Engine will eventually integrate with Twilio tools like Flex, Segment, and Engage to enable you to get the most out of your customer data.
Voice is the channel of choice for high-value conversations, and it’s rich with actionable first-party data.
Watch now
Hear from Twilio’s CEO on our latest CustomerAI product releases, including more on the CustomerAI Perception Engine and how he sees it changing customer engagement.