Conversation Intelligence

(information)

Legal information

Conversation Intelligence, including the APIs, may use artificial intelligence or machine learning technologies and is subject to the terms of the Predictive and Generative AI/ML Features Addendum. For more details on AI usage and data, see AI Nutrition Facts for Conversation Intelligence.

Conversation Intelligence is not PCI compliant or a HIPAA Eligible Service and should not be used in workflows that are subject to HIPAA or PCI.

Use artificial intelligence (AI) to turn live conversations into actionable intelligence that supercharges human agents and drives real-time automation across channels.

Quickstart

Take the next steps with Conversation Intelligence

Get started with Conversation Intelligence

Understand core concepts

Enhance AI analysis with customer and enterprise awareness

Twilio servers

Your app

curl -X POST "https://intelligence.twilio.com/v3/ControlPlane/Operators" \
  -u $TWILIO_API_KEY:$TWILIO_API_SECRET \
  -H "Content-Type: application/json" \
  -d '{
    "displayName": "Live upsell opportunity",
    "description": "Detects upsell opportunities in real-time",
    "prompt": "Identify if the customer shows interest in premium features or upgrades.",
    "outputFormat": "JSON",
    "outputSchema": {
      "type": "object",
      "properties": {
        "opportunityDetected": { "type": "boolean" },
        "recommendation": { "type": "string" }
      }
    }
  }'

Start analyzing conversations in real-time!

Take the next steps with Conversation Intelligence

Get started with Conversation Intelligence

Understand core concepts

Enhance AI analysis with customer and enterprise awareness

Get started with Conversation Intelligence

Build intelligent conversation analysis into your applications. Use Twilio-authored language operators for common tasks like sentiment analysis and summaries, or create custom language operators tailored to your business needs.

Intelligence configurations work seamlessly with Conversation Orchestrator to automatically analyze voice calls and messages across all channels in real-time.

Diagram showing a live conversation flowing into Conversation Intelligence for real-time script adherence analysis, with results pushed to an agent desktop

Quickstart

Set up your intelligence configuration

Human agent augmentation solution blueprint

Understand core concepts

Learn how Conversation Intelligence uses GenAI-powered language operators to transform conversation text into structured insights. Intelligence configurations orchestrate when and how analysis happens, with flexible rules that trigger language operators in real-time or after conversations end.

Build with Twilio-authored language operators for common use cases, or create custom language operators with your own instructions and expected outputs. Enrich operators with Conversation Memory and Enterprise Knowledge for business-aware analysis.

Core concepts

Language operators

Integrate results

Enhance AI analysis with customer and enterprise awareness

Make language operators context-aware with customer data and business knowledge. These add-on features help you deliver personalized analysis and enterprise-specific outcomes.

Conversation Memory gives operators access to individual customer's profiles and conversation history for personalized insights.
Enterprise Knowledge gives operators access to your business rules, policies, and domain expertise for enterprise-aligned analysis.