OpenAI will leverage the generative AI capabilities within the Twilio Segment, unlocking GPT-4-enhanced generative and predictive capabilities for more than 300,000 Twilio customers
Twilio, the customer engagement platform that powers real-time, personalized experiences for today's leading brands, announces that it will enable companies to create personalized, customer-facing 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, the company's multichannel marketing solution built on top of the Customer Data Platform, Segment. The combination of Twilio Segment, ranked the #1 customer data platform by market share by IDC for four consecutive years, and OpenAI's powerful Large Language Models, will create opportunities for companies to activate a unique understanding of their customers in every interaction.
“As AI drives down the cost of intelligence, it's increasingly possible for companies to deliver a deeply personalized experience for each customer,” said Brad Lightcap, COO of OpenAI. “We know how much people want this and we're happy to be working with Twilio to make it a reality. Twilio's customer data platform, Segment, will enable the Large Language Models of today and tomorrow to unlock deep personalization at scale for every business."
This ad is part of Twilio Customer AI, a layer of technology that combines the power of predictive and generative AI with the wealth of customer data flowing through Twilio's Customer Engagement Platform. Most companies know that in order to understand their customers they need to use their data, yet most struggle to do so. Data pipelines are disrupted, data formats evolve rapidly, and data teams often lack the bandwidth to fully leverage the potential of the customer data they have. Now, with AI rapidly opening up new opportunities, the value of having data organized, clean and actionable ready for AI has never been more important.
Twilio's Customer Engagement Platform enables companies to unlock their data, building an understanding of their customers with Twilio Segment, then activate that understanding in their contact center, with Twilio Flex, their marketing campaigns with Twilio Engage. Twilio CustomerAI infuses greater customer understanding and personalization into each of these customer touchpoints.
“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 businesses to power innovative experiences across sales, service, content, marketing and more. Twilio CustomerAI enables companies to create customer-aware interactions by providing language models with context about the customer they are helping. Without customer awareness, any ChatGPT-like experience would be generic and useless. But with CustomerAI, companies can turn LLMs into the most helpful and knowledgeable agent imaginable at scale.”
This integration with OpenAI will formalize the exciting opportunities that many in Twilio's community of more than 10 million developers have already experienced. For example, it is possible to build a ChatGPT plugin for Twilio Flex, which allows users to access Flex directly from the ChatGPT interface, creating a new channel for brands to better serve their customers. Meanwhile, developers can create voice activated chatbots, using Twilio's native speech recognition and Amazon Polly Neural's text-to-speech capabilities with ChatGPT. Another example is the potential of ChatGPT when paired with Twilio Programmable Messaging, used on here to build a serverless SMS chatbot. These builds validate the enormous potential of OpenAI and Twilio's ongoing, aligned efforts, and the value this can bring to customers looking to improve their customer engagement strategies.
Twilio and OpenAI are committed to building AI safely and responsibly. Twilio embeds privacy and security by design into its product development lifecycle and will ensure companies have full transparency and control of the data that informs AI-based interactions with their customers. Twilio is partnering with a group of trusted, world-class partners who meet their privacy and data protection standards.
Learn more about how Twilio is layering predictive and generative AI capabilities into its customer engagement platform on here and join the brand on SIGNAL 2023 to hear from OpenAI CEO Sam Altman.
Forecast Statements
This press release contains forward-looking statements within the meaning of the federal securities laws, which involve substantial risks and uncertainties. Forward-looking statements contained in this press release include, but are not limited to, statements regarding the future availability of AI-related features, functionality and capabilities in Twilio products, including Flex, Engage and Verify, and potential benefits to customers.
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