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Studio posts

  • By Tilde Thurium
    Implémenter des SMS Conversationnels Rapidement : Twilio Studio + Conversations twilio-studio-conversations-sms

    La communication, c’est complexe. Quelle que soit l'activité de votre entreprise, il est nécessaire de rencontrer les gens là où ils sont et de s'engager avec eux sur les plateformes de communication qu'ils utilisent déjà.

    Twilio Conversations permet de créer des espaces unifiés où les utilisateurs de différentes plateformes peuvent échanger entre eux.

    Twilio Studio est un outil qui permet de créer des applications pour gérer les flux de messagerie avec une logique conditionnelle, sans écrire le moindre code.

    Dans cet article, vous apprendrez à intégrer Studio et Conversations en quelques étapes de configuration avec un temps de code minime.

    Vous verrez quelques exemples d'utilisation, tels que:

    • Suivre la livraison des messages avec des mise à jour sur le statut via des callbacks
    • L’envoi de la transcription intégrale du chat à un opérateur humain

    Prérequis

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  • By Donnie Wang
    Créer un Bot SMS Rapidement avec Twilio Studio : Le Santa Bot creer-bot-sms-twilio-studio-banner

    Bienvenue dans notre mini-série sur comment débuter avec les chatbots SMS !

    Dans ces articles, vous apprendrez les bases de la construction d'un bot tout en travaillant dans un constructeur visuel convivial, ne nécessitant aucun code, appelé Twilio Studio.

    Avant de nous lancer, je pense qu'il est utile de savoir auprès de qui vous apprenez !

    Je m'appelle Donnie. Je ne suis pas ingénieur en informatique - ni n’ai de diplômes en ce domaine - et je travaille dans le marketing ici à Twilio.

    Alors, pourquoi moi ?

    Parce que ce mode d'emploi s'adresse à tous ceux qui désirent construire un bot, quelle que soit leur expérience en programmation.

    Parce que Twilio Studio est le moyen le plus rapide et le plus simple de créer des expériences utilisant les messages textes et les appels vocaux.

    Parce que Twilio Studio n'exige pas que vous sachiez comment écrire du code. Alors, …

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  • By Eliana Corradine
    Construir un Chatbot con Twilio Studio e IBM Tone Analyzer en WhatsApp Twilio Studio, Watson, Sentiment Analysis

    En este último año debido al Covid-19 hemos evidenciado que canales de mensajería como WhatsApp han tenido un auge en esta época para múltiples usos , chatbots de servicio al cliente, marketing, ventas y muchos otros; En este blog les vamos a mostrar cómo usando Twilio Studio, podemos armar chatbots en minutos, desplegarlos en WhatsApp y finalmente integrarlos a APIs externas tales como IBM Watson Tone analyzer.

    Prerrequisitos

    Esta app usa las siguientes herramientas y tecnologías:

    Para poder correr correctamente esta app, vas a necesitar tener Node.js y npm instalados. En el momento en que escribo este blog post, tengo Node v.10.16.3 y npm v6.13.7 instalados

    Instalar dependencias

    Es momento de inicializar la app. Navega al directorio donde deseas iniciar el proyecto( en este caso lo llamaremos webinar_test) y ejecuta el siguiente …

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  • By Heather Hargreaves
    Use Optimizely to A/B Test Twilio IVR Flows header - Use Optimizely to A/B Test Twilio IVR Flows

    Optimizing IVR flows can be difficult, but with A/B testing tools such as Optimizely, you can optimize Twilio IVR flows through experimentation.

    In this article we will show you how to test a longer, more descriptive voice message versus a shorter, more direct one for customers picking up curbside at a store. To measure the effectiveness of the long versus short message, we will also discuss how to capture survey results and send them to Optimizely.

    Follow along to learn how to configure a Twilio Studio flow that splits users based on how Optimizely’s SDK buckets them for an experiment. You will also learn how to send Optimizely tracking metrics such as ‘Completed IVR’ to see what score a user would give your service.

    Tutorial Requirements

    • A Twilio account. If you don’t yet have a free account, you can sign up here.
    • An Optimizely Full Stack project -- …
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  • By Brooke Isaacs
    IVR Explained: What It Is and How It Benefits Your Contact Center IVR.png

    For many, calling into a contact center is a dreaded experience, with the thought of long queues and frustrating holds daunting. IVR technology removes a great deal of those grievances, allowing callers a streamlined, more personalized experience.

    Gone are the switchboards and manual operators of the past. AI, automated menus, and speech recognition are the new standard, allowing businesses to save money and provide callers with a smooth experience. Contact centers no longer have to have a poor reputation; instead, they can be the customer resource they were always intended to be.

    IVR, or Interactive Voice Response, is a gamechanger, there’s no doubt about it. Let’s break down everything you need to know.

    What is IVR?

    IVR is the technology that allows phone systems to route calls based on spoken word responses and touch-tone input. Inbound callers are categorized and grouped by responding to automated menus that then help …

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  • By Luís Leão
    Experiência de usuários em chatbots: URA x NLU Experiência de usuários em chatbots: URA x NLU

    Com a demanda de novos canais de comunicação, em especial o aumento do número de chatbots e outros serviços automatizados, tornou-se indispensável a elaboração de estruturas de atendimento e relacionamento com clientes que focam na melhor experiência de uso.

    Quando criamos novas interfaces, segundo Steven Johnson, acabamos por copiar a lógica de construção e uso da tecnologia anterior semelhante ou mais próxima. Essa "evolução" incremental nem sempre funciona para as tecnologias mais novas e esse é o contraponto que quero discutir neste artigo.

    Estamos desenvolvendo chatbots e sistemas de atendimento e acabamos por repetir experiências que podem não funcionar tão bem com o novo paradigma proporcionado pelo aprendizado de máquina.

    Se você utilizou recentemente algum chatbot que te oferece uma lista de opções numéricas, é exatamente sobre isso que se trata este artigo.

    O impacto das metáforas nos chatbots

    Eu sei que a gente vive em um mundo construído …

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  • By Stuart Logan
    Build a Lord of the Rings Lockdown Scavenger Hunt Studio Scavenger Hunt SMS WhatsApp

    I thought I'd missed the boat to get this post put together. My wife had her birthday last June, and (even then) we weren't expecting not being allowed to leave the house!

    Now that many people are facing another lockdown, I thought it was a good time to build a birthday scavenger hunt powered by Twilio Studio and WhatsApp. So come along, we're going on an adventure!

    Prerequisites

    Before we can build our scavenger hunt, you'll need to sign up and register for a few things (if you haven't yet).

    Build a Studio and WhatsApp Scavenger Hunt

    The first thing you need to do is pick a theme. Earlier in the year, we'd had our favourite annual Lord of the Rings trilogy viewing – naturally this would set a great platform for bad jokes (and …

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  • By Alan Klein
    Automate Flow Deployments with the Studio REST API v2, Now Generally Available Studio REST API v2 Hero

    Twilio Studio has enabled thousands of developers to quickly build and deploy complex communication workflows and scale effortlessly on Twilio Runtime, our Serverless environment. Today Studio has made publishing and deployment of Flows even more powerful.

    We are pleased to announce the general availability of Studio REST API v2, providing full support for publishing of Flows via the REST API, Twilio’s helper libraries, and the Twilio CLI.

    Studio flows and automated deployments

    A Studio flow is created using functional widgets with a drag and drop graphical user interface. Builders and developers alike have used the simple interface to create impressively powerful no-code and low-code workflows based on their specific needs.

    How Chime used Twilio Studio to help deliver a seamless customer service experience.

    As Studio evolved, customers began asking for ways to programmatically create, read, update, and delete flows. Behind the Studio graphical user interface, flows …

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  • By Charlie Weems
    How Texas is Using Twilio Flex with Direct Inward Dialing to Distribute Vaccines How Texas is Using Twilio Flex to Distribute Vaccines.png

    Most Twilio.org customers use Flex as a call center. We see all sorts of use-cases, from food-banks, to crisis lines, to disaster response. In late December, a joint team from the Southwest Texas Regional Advisory Council and the Texas Division of Emergency Management were tasked with assisting COVID-19 vaccine distribution and needed a hybrid of a hotline and phone system.

    After vaccines became available in the United States, state and local agencies across the country needed to act fast to ensure that supply chain partners and medical providers had accurate, up to date information. Texas needed to coordinate information like when shipments would arrive, how to request new shipments, and how to safely store vaccines for use are critical pieces of information to ensure that vaccines are distributed effectively.

    Within one day we deployed a solution that has since handled several thousand calls about vaccine distribution logistics. In this …

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  • By Alan Klein
    Building SHAKEN/STIR verification Into Your Voice CAPTCHA IVR Studio SHAKEN/STIR IVR

    There is a lot of progress being made in the battle against spam and robocallers. But – one of the techniques spammers still abuse is CallerID, known as  CallerID spoofing. CallerID spoofing falsifies where the call originates on the public telephone network allowing the fraudster to impersonate identities – and vulnerable victims like you and me answer the phone.

    Currently in beta, Twilio announced Programmable Voice and Elastic SIP Trunking now perform SHAKEN/STIR verification on all  incoming calls in the United States to your Twilio local phone numbers when a SHAKEN/STIR identity header is present. The percentage of calls with the identity header will continue to rise over the coming year. You can read more about the technical implementation details under How to make trusted calls and protect against unlawful spoofing using SHAKEN/STIR

    Don’t miss Twilion Tim Beyers’s upcoming talk at SIGNAL 2020 on SHAKEN/STIR.

    There’s still time …

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