What is CustomerAI? 

• Twilio’s CustomerAI couples the power of large language models (LLMs) with the rich customer data that flows through Twilio Segment’s Customer Data Platform, to help companies unlock the potential of their customers. With powerful capabilities like predictions, generative, and workflow automations, CustomerAI makes AI consumable for business users across teams.

How does CustomerAI work? 

• With generative and predictive intelligence, Twilio’s high quality interaction data, and Segment profiles working together, every experience can be highly personalized and tuned with a level of sophistication that was previously only attainable by the tech giants. With Twilio CustomerAI, brands can transform their customer relationships and unlock their full potential.

What is AI-ready data? 

• AI is only as good as your customer data. For customer engagement, the “intelligence” in AI is trained on customer data. If your customer data is siloed, inconsistent, stale, or incomplete, even the most innovative AI applications will have less impact. Success will come down to having the best trained model. A trusted data infrastructure with unified, consistent, real-time, and consented data is critical to your AI strategy.
  • Linked Profiles: Enables data teams to map a Data Graph that brings together the power of the Segment real-time customer data platform with the complete set of business records stored in data warehouses and lakes
  • Zero Copy Architecture: Query and access sensitive source data in the warehouse or data lake where it lives, without needing to create complex ETL jobs, for easier activation of AI models in downstream applications.

What solutions are being powered by Predictive AI? 

• Without tapping technical teams, marketers can create more precise, predictive audiences out-of-the-box, trigger timely customer journeys, and personalize experiences based on a customer’s predictive lifetime value (LTV) or likelihood to purchase, churn, or perform any event tracked in Segment.
  • Predictive Traits: forecast the likelihood that users will take an action in your product and groups users with similar likelihoods together
    • A high propensity to purchase
    • Refer a friend
    • Use a promo code. 
    • A user’s lifetime value (LTV)
  • Predictive Audiences: quickly create AI-powered audiences in just a few clicks; includes pre-built Predictive Audiences to inspire new campaign ideas and help you quickly create AI-powered audiences in just a few clicks.
    • Ready to buy audiences
    • Long shots audiences
    • High LTV audiences
    • Potential VIPs audiences
    • Dormant audiences

How are we leveraging Generative AI? 

• AI capabilities available in Twilio Engage today, such as our Smart Email Content Editor, suggest conversion-worthy email headlines, images, and calls-to-action to drive better engagement with the click of a button.

• With Generative Audiences, use generative AI to create Engage Audiences with natural language prompts.
• Describe your desired audience based on events performed, profile traits, or existing audiences in your workspace. Based on your prompt, Segment builds the audience with generative AI.
• Use the following examples to help you get started with audience prompts.
  • To build an audience with customers who haven’t made a purchase in the last 30 days, enter: Customers who haven't purchased in the last 30 days.
  • To find all profiles that have recently opened an email, enter: Profiles that recently opened an email.
  • To build an audience with customers who spend over $50 on an order, enter: Customers who have orders greater than $50.
     

What is Twilio’s approach to building AI safely and responsibly?

• As Twilio develops and launches CustomerAI tools, we are leveraging our own proprietary technology as well as working with trusted industry leaders like AWS, Google, and OpenAI that meet its privacy and data protection standards. 

Twilio is committed to building CustomerAI safely and responsibly, and has today published its CustomerAI Trust Principles, along with information on the rollout and availability of its AI Nutrition Facts Labels.

 

¹ The Zero Copy Architecture pilot is scheduled to be available globally in the coming months. 

²  Segment B2B Edition with Linked Profiles is scheduled to roll out globally (starting with the GA of Event Enrichment) in the coming months.

³  CustomerAI Predictions is generally available (GA) and accessible to Segment Unify and Twilio Engage customers, globally, starting today.
4  Generative Audiences is in private beta, and Segment is actively working on this feature.