Smarter interactions start with Conversational AI
Provide efficient, personalized customer experiences at scale and across channels with Conversational AI. Enhance your customer engagement strategy on your terms and timeline.
How Conversational AI works
Modernize at your own pace
Use Conversational AI to enhance, rather than replace, human interactions with intelligent responses that streamline support and drive business efficiency.
Automate routine conversations, personalize interactions, accelerate lead qualification and lead nurtures.
Create a customer engagement flywheel
Unify customer data across voice, messaging, chat, and digital interactions. Then enrich that customer data with historical behavior and real-time insights so you can provide proactive, contextual experiences.
Let AI handle some of the workload
Seamlessly integrate Conversational AI into your existing customer engagement workflows to work smarter, not harder.
Automated customer support
Resolve common tier-one inquiries like order status, password resets, FAQs, and troubleshooting. Conversational AI allows you to be available to customers 24/7 across voice, chat, and messaging.
Conversational AI products and features
Build the customer experience you’ve always wanted with AI tools that meet rigorous security, privacy, and compliance standards.
ConversationRelay
Seamlessly deliver intelligent, human-like voice experiences. Access real-time data through Unified Profiles for personalization.
Conversational Intelligence
AI-powered language analysis and transcription for voice and messaging interactions to tap into customer context.
Agent Copilot
Assist agents during and after customer conversations with generative AI for highlights and wrap-up notes that live in real-time Unified Profiles for each customer.
Observe and improve your AI agents
Combine the AI-powered virtual agent experiences of ConversationRelay with the ability to analyze data at scale with Conversational Intelligence for native AI agent observability.
Our trusted AI ecosystem
We’re committed to making AI trustworthy and accessible. Our partnerships with Microsoft, ElevenLabs, and OpenAI give you best-in-class AI tools for building personalized, impactful experiences.
We also believe in flexibility. Bring your own LLM and integrate with Twilio’s platform without vendor lock-ins or disruptive overhauls.
See real ROI from AI
Reduce customer wait times, increase customer satisfaction, and prevent agent burnout.
of customer support cases deflected¹ while maintaining CSAT²
of calls analyzed with Conversational Intelligence
increase in spending with personalized engagement3
Build now, buy later.
Sign up to start building Conversational AI solutions that enable 24/7 personalized support without draining agent resources. No credit card required. Start your free trial today.
FAQ
Twilio Conversational Intelligence supports both voice calls and messaging, so you can collect contextual data, sentiment analysis, and customer data from conversations across either channel. For example, Conversational Intelligence can generate a real-time summary and analysis of the conversation for customer profile data enrichment and understanding how well the virtual agent performed.
ConversationRelay is a virtual solution that supports voice calls with an AI-powered agent that delivers human-like experiences.
Dive into the docs here:
Currently, Conversational Intelligence and ConversationRelay support:
Danish, Dutch, English, French, German, Italian, Norwegian, Polish, Portuguese, Spanish, Swedish.
If you need support for another language, you can create a Custom Language Operator and use your own logic or use an external AI model. You can also discuss options for covering another language with the Twilio Support team (request help through the Help Center).
To build conversation flows with ConversationRelay, you do need to code. You can add custom logic by creating new functions (JavaScript/Node.js) in the ConversationRelay app codebase. And to add or modify conversational logic, you define new tools in the functions/function-manifest.js file and implement the logic in new files under the functions directory. This approach allows you to extend the bot’s capabilities, connect to external services, and personalize conversations.
Once you have your conversations set up, you can integrate ConversationRelay with tools like Airtable to let team members make changes to the conversation flows without needing to code.
Get more information about building and customizing conversations in ConversationRelay.
If you use Twilio’s own AI model, you can choose to train it with your own data. You can opt in by accepting the Data Logging Terms when creating your Intelligence Service. You can use other models too (like OpenAI, Deepgram, Google, Amazon, Private AI), but these do not use your own data for training.
To test and optimize your AI model, you have options:
Transcript viewer: Reviews of conversation transcriptions and operator outputs that you can use for human-run quality assurance checks
Operator attachments and results: Inspect the output of pre-built and custom language operators to look for sentiment, PII redaction, summarization, etc.
Compliance logging and auditing: Listen to call records and view transcripts to monitor the model
Twilio Conversational AI products are hosted by Twilio in our cloud infrastructure.
Twilio does not offer data residency (such as “EU-only” or “US-only” storage”) for Conversational Intelligence. All data provided to the service (“Logged Data”) is processed and stored according to Twilio’s standard cloud practices and privacy policies.
If you have strict data residency or compliance requirements (such as GDPR, HIPAA, etc.), please review Twilio’s Data Protection Addendum and Conversational Intelligence Data Use Addendum.
Conversational Intelligence: Can be applied to 100% of conversations across languages, including your voice and messaging conversations. Our cloud-based platform is built to handle spikes in traffic and handle large volumes of conversations.
ConversationRelay: Backed by the power of voice, which can support 27.9 billion calls a year. Twilio is covered in 180+ countries and offers secure connectivity that includes number provisioning and porting compliance. ConversationRelay can scale your ability to handle customer inquiries at peak volumes or off-hours with AI voice experiences.
Twilio’s Conversational AI solutions are built on the same secure and compliant infrastructure as the rest of Twilio’s platform, which maintains certifications and compliance standards that include:
SOC 2 Type II
ISO 27001
HIPAA (Conversation Relay is HIPAA eligible)
GDPR
PCI DSS (in evaluation)
Conversational AI products are built to meet high standards for security, privacy, and compliance. This includes features like data encryption, secure data storage, and access controls so you have control over who can access data, how it’s collected and how it’s processed.
If you’re new to Twilio, you can sign up for a free trial that gives you $15 in credits to purchase a phone number and test out your app. Once you’ve used up your free credits, you can upgrade your account and load additional funds to cover your usage.
Prices for Conversational AI products are:
ConversationRelay: $0.07 per minute
Conversational Intelligence: Varies for transcription, language operators, generative custom operators. See pricing page for more information.
We have up-to-date documentation and onboarding guides to help you build your conversational AI solution with Twilio and deploy it successfully. Here are some developer resources to get started:
¹ Defined as resolution without requiring support from a live agent.
² With Unified Profiles and Agent Copilot: Universidad UK