Twilio, the customer engagement platform trusted by leading global brands, announced a multi-year strategic collaboration with Microsoft during its annual Twilio SIGNAL conference. This partnership is aimed at accelerating the development and adoption of conversational AI tools that redefine customer engagement.
Through this alliance, Twilio and Microsoft will empower over 10 million Twilio developers and thousands of Microsoft-managed enterprise customers to design, deploy, and scale intelligent conversational experiences. The initiative supports Twilio’s mission to ensure every digital interaction between businesses and their customers is seamless and impactful.
Conversational AI refers to the use of natural language processing (NLP) and machine learning (ML) to enable computers to interpret and respond to human speech and text in a lifelike manner. These capabilities are critical for building automated, intuitive customer experiences across channels.
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However, enterprises often face challenges in deploying conversational AI at scale-from fragmented or incomplete data to integration hurdles with outdated infrastructure. By combining Twilio’s strength in communications, customer data, and AI with Microsoft’s secure, enterprise-grade Azure AI platform, the partnership aims to eliminate these roadblocks and accelerate enterprise readiness for AI-powered engagement.
“Every interaction between a business and their customers is an opportunity to build loyalty and trust, and those interactions have been drastically improved by AI,” said Inbal Shani, Chief Product Officer at Twilio. “Conversational AI enhances customer engagement by delivering precision for our customers, and rich and dynamic experiences for their consumers.”