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Twilio Studio posts

  • By Sarah Johnson
    Twilio Studioを利用し、コーディングなしでIVRフローを構築する No Coding IVR Studio Hero JP

    この記事はSarah Johnsonこちらで公開した記事(英語)を日本語化したものです。

    通話のルーティングに関して、様々なニーズがありえます。例えば、個人の電話番号をWebサイトに載せたくはないが、サイトに掲載する番号用と個人用の2台を所有するというのも気が進まないでしょうから、問い合わせの受け口としての番号(050等の番号)から個人の番号へルーティング(転送)が設定できるといいですよね。その際、コーディング(プログラミング)を伴わずに、グラフィカルなツールでルーティングが設計でき、迅速な導入・運用が可能であれば、さらに最高ですよね。

    本稿は、このようなニーズをお持ちの読者を対象としています。以下では、Twilio Studioを活用し、本稿用に予め用意されているツールを用いてIVR(電話応答フローの処理ツリー)を設計する方法を解説します。開発(プログラミング)の専門知識は不要ですので、安心して読み進めてください。

    IVR(自動音声応答)とは

    自動音声応答(IVR)とは、電話システムに関連する自動化テクノロジーで、これを使用することにより、通話の発信者は1つの電話番号を経由して、状況や選択に応じて、異なる情報または複数の人々にアクセスできるようになります。IVRシステムはキーパッド上のボタン押下等のやり取りを通じて通話者から情報収集を行い、収集情報に基づいて通話を適切に処理(例: お待たせ、ルーティング、転送、切断)します。IVRでは、「技術支援の …

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  • By Liz Moy
    5 Art Projects That Bring People Together Using Twilio APIs 5 Art Projects That Bring People Together Using Twilio APIs

    If you’ve ever wanted to build something creative or outside-the-box with Twilio, join Twilio + CODAME Art + Tech for a virtual creative build-a-thon on February 11-12. It’s free to participate, you don’t need any experience with Twilio, and you’ll get credits to play around with and build something fun. Sign up solo and meet other creatives to work with, or join as a team. You can find all of the information at CODAME, and get a free ticket here with an optional donation.

    The event will kick off with a few words from Ezra Reaves and Amy Langer of Tarot and Palm Theatre, and you’ll have a chance to get started on your project. On day two we’ll set you up with some Twilio engineers who can assist you in answering questions and troubleshooting. The event will culminate in a demo ceremony where you’ll show off …

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  • By Allison Torres
    Automate Frequently Asked Questions in Multiple Languages Using WhatsApp and Twilio Studio Automate faqs in multiple languages using WhatsApp and Twilio Studio

    Why should businesses use WhatsApp as a channel?

    WhatsApp is one of the most popular messaging apps in the world. Users in the platform are ready to have conversations with businesses in a fast and efficient way.

    When Twilio launched the WhatsApp API we quickly learned the power of WhatsApp as a conversational channel. For example, we started with one-time password use cases and users were responding with "thank you" and emojis which is something we haven’t seen in any other channel.

    There are two ways you can communicate with your customers via WhatsApp:

    • Inbound: This means your customer initiates the conversation. This can be used in customer care use cases or support.
    • Outbound: This can be done through templates, these are preapproved messages that enable businesses to send the first message to their end customers. Many organizations send outbound notifications and alerts. To learn more about this …
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  • By Dirk Nielsen
    Integrate Twilio Studio, Twilio Flex, and ServiceNow for Agent Interactions Integrate Twilio Studio, Twilio Flex, and ServiceNow for Agent Interactions

    Twilio is a trusted provider in the telecommunications industry, helping customers navigate the complexities of the ever-changing communications ecosystem. We've heard a lot of feedback about the value of integrating ServiceNow and Twilio to manage incident notifications and escalations.

    In other tutorials, we've shown steps you can take towards integrating ServiceNow with Twilio to add communications and incident updates. In this post, I'll go a step further and show you a full ServiceNow and Twilio integration which adds Twilio's Flex Contact Center and lets end-users transition to a live channel.

    Follow along to learn to integrate Twilio Studio and Flex with ServiceNow for omnichannel, bi-directional messaging, real-time incident updates, and live agent escalation.


    ServiceNow and Twilio integrations

    This post is Twilio's recommended Run integration with ServiceNow. You can learn more about the ServiceNow use case on the Twilio website.

    ServiceNow Crawl Walk Run Integrations with Twilio

    If you only need ServiceNow-Managed 1-Way SMS, Voice, and Conferencing, you …

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  • By Luís Leão
    Crie um sistema de sobrecarga de ligações com Twilio Studio e Twilio Serverless Crie um sistema de sobrecarga de ligações com Twilio Studio e Twilio Serverless

    Atualmente, os sistemas de telefonia dos escritórios dos provedores de saúde estão sobrecarregados com chamadas devido à programação de agendamento de vacinas. À medida que a distribuição generalizada aumenta em todo o mundo, é importante que os sistemas de saúde prevejam esse aumento de volume. Neste artigo, você aprenderá a criar um sistema de Unidade de Resposta Audível (URA) baseado em nuvem com o Twilio Studio e o Twilio Serverless. Esse sistema gerencia as chamadas recebidas para que nenhuma chamada de paciente seja perdida, bem como armazena a solicitação do paciente em um banco de dados que pode ser usado por um profissional de saúde para análise e acompanhamento.

    Você pode estar se perguntando onde exatamente armazenaria a solicitação do paciente. Provavelmente, essa informação estará no EHR (Electronic Health Record, registro eletrônico de saúde) do paciente. De acordo com o cms.gov, um EHR é uma versão eletrônica do …

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  • By Jesse Sumrak
    ACD vs IVR: What's the Difference Between Call Center ACD & IVR? ACD vs IVR: What's the Difference Between Call Center ACD and IVR

    If you've ever called a customer support team, there's a good chance that the call center used automatic call distribution (ACD) or an interactive voice response (IVR) system to make your call more efficient. These modern-day VoIP features route callers smoothly to the right extension, cutting down on wait times, transfers, and sometimes any human interaction at all.

    Call center ACD and IVR systems aren't the same—but they work magically together.

    TL;DR: ACD is a form of automatic call routing based on different factors, while IVR is an automated voice response menu that intelligently navigates callers through options.

    Want more details? Below, we'll walk through call center ACD vs. IVR to discuss the details, nuances, and benefits of these systems. Then, we'll show you how these two features can work in tandem to create the optimal customer experience for inbound callers.

    What Is Call Center ACD?

    In a perfect world, …

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  • By Luís Leão
    Chatbot de voz existe? Como utilizar o DialogFlow para integrar serviços de voz e mensagem na mesma plataforma Chatbot de voz existe? Como utilizar o DialogFlow para integrar serviços de voz e mensagem na mesma plataforma

    Se você vai construir algum chatbot utilizando mensagens de texto, o DialogFlow já é a sua primeira opção, mas o que torna essa plataforma mais interessante é que ela pode ser conectada com múltiplos canais de comunicação, incluindo telefonia.

    Neste artigo vou abordar sobre como utilizar a integração de 1 clique do DialogFlow com a Twilio para que você possa receber chamadas telefônicas e respondê-las direto do seu assistente, como se fosse uma conversa de texto. Além disso, você vai aprender como funciona a integração e como você poderá customizá-la.

    Crie as contas nas plataformas

    Antes de começarmos, você vai precisar ter uma conta da Twilio e um projeto no DialogFlow.

    Criar a conta na Twilio é bem simples e você pode fazer isso clicando aqui. Uma vez com a conta criada, vá para o console do DialogFlow. Para a integração com 1 clique é necessário que você …

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  • By Liz Moy
    Build a Call Overflow System with Twilio Studio and Serverless Build a Call Overflow System with Twilio Studio and Serverless

    Photo via Canva One Design Use License Agreement

    Right now telephony systems for healthcare provider offices are overloaded with calls due to vaccine appointment scheduling. As widespread rollout increases globally, it’s important for healthcare systems to anticipate this volume increase. In this article you will learn how to build a cloud-based interactive voice response (IVR) system with Twilio Studio and Twilio Serverless. This system will handle incoming calls so that no patient’s call will be lost; it will store the patient’s request in a database that can be used by a healthcare professional to review and follow up.

    You might be wondering where exactly you would store the patient’s request. This will likely go in the patient’s Electronic Health Record (EHR). According to cms.gov, an EHR is an electronic version of a patient’s medical history, that is maintained by the provider over time, and may include all of …

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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 Alex Dunne
    How to Build an Automated SMS Survey Using Twilio Studio and IBM Watson Tone Analyzer Using Twilio Studio and IBM Watson Tone Analyzer

    Surveys are a great tool to receive feedback from your customers. Timely surveys to new and existing customers can provide enormous insight into how your product or service is performing, and highlight problems you may not know existed.

    In this tutorial, we’ll build an automated SMS survey application that reacts empathetically to customer responses using Twilio Studio, IBM Watson Tone Analyser, and a little bit of JavaScript.

    Upon completion, you will have learned about Twilio’s visual application builder, Twilio Studio, and how to utilize it to build an automated SMS survey workflow. You’ll also learn how to integrate external third-party APIs into the workflow to enhance the application’s functionality. By the end of this article, you will be on your way to building a fully-featured SMS survey that replies based on the customer’s feedback.

    In the following examples, we’re going to tailor the questions towards the hotel industry. …

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