Unified Profiles in Flex for administrators (Public Beta)
Public Beta
Unified Profiles in Flex is currently available as a limited Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.
Not a HIPAA Eligible Service or PCI Compliant
Unified Profiles in Flex is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.
When Unified Profiles in Flex is enabled and configured, you can provide your teams with information about each customer to enhance their understanding of customer intent and enable them to personalize every conversation. This information includes:
- AI-generated customer highlights
- Customer profile
- Interaction history
- Computed traits , such as number of website visits
- Predictive traits , such as likelihood to churn and predicted lifetime customer value
Your agents can view this detailed information for each customer before accepting a task and while helping the customer.
Agent Copilot and Unified Profiles are now available together in Public Beta. Unified Profiles provides customer data that powers Agent Copilot's AI features.
Unified Profiles currently supports the following channels:
- Voice
- These Flex Conversations channels:
- SMS
- Webchat
Unified Profiles uses Twilio Segment to connect your contact center to customer data in Salesforce Cloud or a data warehouse.
If you already use Segment, you can choose to use your existing Segment workspace with Flex.
If not, your Twilio account team will help you create a Segment workspace. If Twilio creates a new Segment workspace for you to use with Flex, the following Segment features are included:
-
Data sources
- 1 of the following data warehouses: BigQuery, Postgres, Redshift, or Snowflake
- 1 Salesforce Cloud app source
- Real-time customer activity tracking on 1 website
- Real-time customer activity tracking on 1 mobile app
- Twilio Event Streams tracking profile activity
-
Connect a destination
- Analytics from the Destinations Catalog to access events for building your own analytics
-
Traits
- Up to 2 computed traits
- Up to 2 predictive traits
-
Segment features
- Reverse ETL to generate profiles
- Segment Unify . However, Profile Sync is not included.
- Observability and debugger tools
-
Limits
- 50 million events per month
To try out Agent Copilot, including Unified Profiles, request access from the CustomerAI page in Console. Agent Copilot is currently in beta and access is limited. After you sign up, one of our team members will contact you by email.
Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature's AI qualities, see the AI Nutrition Facts for Agent Copilot and the Predictions Nutrition Facts Label.
Twilio's AI Nutrition Facts provide an overview of the AI features you're using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see Twilio's AI Nutrition Facts page and Twilio's approach to trusted CustomerAI.