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Twilio to deliver customer-aware generative AI through new OpenAI integration

Twilio, the customer engagement platform, has revealed plans to enable companies to create personalized, customer-aware experiences, powered by OpenAI. Through this integration, Twilio customers will be able to use OpenAI’s GPT-4 model to power new generative capabilities in Twilio Engage, its multichannel marketing solution built atop the Segment Customer Data Platform.

The combination of Twilio Segment and OpenAI’s powerful Large Language Models, will create new opportunities for businesses to activate a unique understanding of their customers across every interaction.

Brad Lightcap, COO of OpenAI, commented: “As AI drives down the cost of intelligence, it is increasingly possible for companies to deliver a deeply personalized experience for every customer. We know how much people want this, and we’re happy to be working with Twilio to bring it to the world. Twilio Segment’s Customer Data Platform will enable today’s and tomorrow’s large language models to unlock deep personalization at scale for every business.”

This announcement is a part of Twilio CustomerAI, a technology layer that couples predictive and generative AI with customer data flowing through Twilio’s Customer Engagement Platform. This enables companies to unlock their data, building an understanding of their customers with Twilio Segment, and then activate that understanding across their contact center with Twilio Flex, their marketing campaigns with Twilio Engage, and their products.

“It’s clear that Large Language Models are the next wave of innovation in customer engagement,” said Jeff Lawson, CEO of Twilio. “Experiences like ChatGPT are coming to the enterprise to power groundbreaking experiences in sales, service, content, marketing and more. Twilio CustomerAI enables companies to build customer-aware interactions – giving the language models context about the customer they’re helping. Without customer-awareness, any ChatGPT-like experiences would be generic and unhelpful. But with CustomerAI, companies can transform LLMs into the most helpful, knowledgeable agent imaginable at scale.”

This integration with OpenAI will open up exciting opportunities for many of Twilio’s community of more than 10 million developers. For example, it’s possible to build a ChatGPT plugin for Twilio Flex, which gives users the ability to access Flex directly from ChatGPT’s interface, creating a new channel for brands to serve their customers better. Meanwhile, developers can create voice-activated chatbots, using Twilio’s native speech recognition and Amazon Polly Neural text-to-speech capabilities with ChatGPT.

Another example is the potential of ChatGPT when paired with Twilio Programmable Messaging, used here to build a serverless SMS chatbot. These builds validate the enormous potential of OpenAI and Twilio’s ongoing and aligned efforts, and the value it can bring to customers looking to uplevel their customer engagement strategies.

Twilio and OpenAI are committed to building AI safely and responsibly. Twilio is partnering with a group of trusted, world-class partners that meet its privacy and data protection standards.

Twilio will reveal more at SIGNAL 2023, the latest edition of its annual Customer Development conference, including a special conversation with OpenAI CEO Sam Altman.