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CustomerAI overview (Public Beta)


Public Beta

Agent Copilot and Unified Profiles are currently available as limited Public Beta products 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

Agent Copilot and Unified Profiles in Flex are not HIPAA Eligible Services or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.

CustomerAI combines the power of large language models (LLMs) with real-time customer and communications data. CustomerAI powers these features in Flex:

  • Agent Copilot in Flex provides your agents with post-work automated summaries, disposition codes, and customer sentiment. By automatically generating this information, Agent Copilot reduces agents' workload and speeds up their workflows while providing valuable insights based on customer data and interactions.
  • Unified Profiles in Flex provides your agents with real-time customer data from multiple enterprise systems within Flex. Agents can view each customer's details and a historical timeline that shows the customer's previous activities. These details enable agents to provide personalized support based on each customer's history. Agents can view customer profile information before accepting a task and while assisting a customer.

We'll continue to add and enhance these features regularly, so watch the Flex release notes for updates and details.

Unified profiles screenshot with Details tab.
Agent Copilot and Unified Profiles with History tab.

Request access

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To try out Agent Copilot and Unified Profiles, request access from the CustomerAI(link takes you to an external page) page in Flex Console. Agent Copilot and Unified Profiles are currently in beta and access is limited. After you sign up, one of our team members will contact you by email.

If you are selected to participate in this beta, our team will work with you on next steps to set up Agent Copilot and Unified Profiles.

Agent Copilot and Unified Profiles require Flex UI 2.6.0 or later. You must be using a paid Flex account, not a free trial account. Agent Copilot also requires Flex Conversations (not legacy Messaging).

Data privacy and transparency

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For information about CustomerAI trust principles, see Twilio's approach to trusted CustomerAI(link takes you to an external page). You can also see:

Data retention and GPDR compliance

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For details about how Segment handles your data and complies with GDPR, see:

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