Twilio has launched new features for its customer experience platform, focusing on improved personalization and AI capabilities. Central to these updates is an enhanced Customer Data Platform (CDP) that provides a robust data orchestration layer, enabling businesses to personalize engagements based on real-time intent signals. The updated Journeys architecture allows marketers to create dynamic, event-triggered customer journeys. New features also include advanced conversational AI tools for building voice agents, insights from voice and text interactions, and increased support for additional communication channels like RCS and WhatsApp.
"Twilio's new enhancements focus on creating personalized customer experiences using an advanced Customer Data Platform (CDP) designed for real-time intent signals and contextual data management."
"The redesigned Journeys architecture within Twilio Engage enables businesses to create more personalized, real-time customer journeys, highlighting the importance of agility in the customer engagement process."
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