Voice Intelligence is now Conversational Intelligence

Voice Intelligence has been renamed to Conversational Intelligence – reflecting our expansion into analyzing conversations across all customer touchpoints. Businesses can now unlock unified AI understanding across Voice, Messaging & Virtual Agents. 

Building on the foundation of Voice Intelligence's AI-powered transcription and language analysis capabilities, Conversational Intelligence introduces powerful new features designed for today’s cross-channel engagement landscape:

🤖 AI Agent Observability with ConversationRelay (Generally Available)

A native integration with ConversationRelay empowers you to monitor and refine interactions between customers and Twilio-powered AI agents to ensure quality and fine-tune performance over time.

✨ Generative Custom Operators (Public Beta)

LLM-powered custom operators let you easily define use cases like quality assurance checks, compliance flagging, or competitive insights — tailored to your business — all with just a few simple instructions. 

💬 Messaging Support (Private Beta)

Gain full visibility into customer interactions across SMS, WhatsApp, and web chat. Analyze messaging conversations alongside voice data to uncover trends, preferences, and patterns throughout the entire customer lifecycle.

Want to learn more?

• 👉 Explore the Conversational Intelligence docs
• 👉 Get building using Conversational Intelligence with ConversationRelay
• 👉 Create your first Generative Custom Operators
• 👉 Request access to the Conversational Intelligence for Messaging Private Beta

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Important Note: Voice Intelligence customers do not need to take any action as a result of these changes, and Transcription & Language Operators will continue to function normally.