Twilio Enterprise Knowledge is Now Generally Available

Twilio Enterprise Knowledge is generally available. It enables agents to pull business context into conversations from unstructured sources such as knowledge bases, company policies, and documentation, helping them answer customer questions with greater accuracy and relevance.

Released as part of the Twilio Conversations layer, Enterprise Knowledge integrates natively with:

• Conversation Orchestrator for cross-channel conversation capture
• Twilio Conversation Memory for helping agents remember key facts, past conversations, and customer preferences
• Twilio Conversation Intelligence for real-time conversation analysis to drive action in the moment
• Twilio Agent Connect for acting on signals with AI agents and triggering human handoff

Key capabilities included in this release:

• Knowledge Upload: Submit unstructured business documents, PDFs, text files, or website links
• Knowledge Retrieval: Fetch only the most relevant snippets of knowledge, using hybrid semantic and lexical search

With Knowledge, agents stay up to date with your key businesses documents and operating policies

Read the announcement blog post for the full story, or get started with the Enterprise Knowledge documentation