Maximize the value of self service

Always-on virtual agents. Always up for the task.

Step into the future of customer service with Twilio’s AI capabilities: contextual data and intelligence that improves customer and agent experiences.

Illustration of a tech support agent on a smartphone screen with chat bubbles and a headset. Illustration of a tech support agent on a smartphone screen with chat bubbles and a headset.

How you can use AI to create smarter customer experiences

  • Customer service agent

    Smart virtual assistants

    Twilio’s AI-powered assistants understand each customer’s needs, solving issues faster and letting your agents focus on the tough stuff.

  • Chat Bubble

    Intelligent call routing

    Nobody likes being bounced around. Twilio connects customers to the right agent based on skills, location, and past interactions—so they get the right help, right away.

  • Medical Symbol

    Empowered agents

    With Agent Copilot, your agents get instant, helpful insights, turning them into problem-solving pros with everything they need to handle any situation.

  • User with a heart symbol

    Context-driven personalization

    Twilio’s AI capabilities leverage past interactions and use zero-party data to make every conversation feel thoughtful and tailored—like talking to a business that actually knows you.

A stylized cartoon character in red attire holding a smartphone, smiling with a confident pose. A stylized cartoon character in red attire holding a smartphone, smiling with a confident pose.

Inside the Conversational AI Revolution

How to win the race to deliver exceptional experiences.

Research and guidance on what customers really want from conversational AI eperiences, and how top businesses are building trust, efficiency, and loyalty in the age of automation. 

Read the report

How AI is changing the game for customers and agents

Great customer experiences aren’t just about speed—they’re about feeling heard. Twilio’s AI capabilities make every interaction feel natural, thoughtful, and most importantly, human.

Laptop showing icons for security, home, calendar, and automation connected to a command module.
Laptop showing icons for security, home, calendar, and automation connected to a command module.

AI uses customer data to make every interaction feel personal and meaningful. Twilio’s AI capabilities take the time to understand your customers, so every interaction feels tailored just for them.

AI adapts to their preferences, past interactions, and behaviours, ensuring that each conversation feels unique and connected.

Automate the simple stuff so your team can focus on what really matters. Twilio’s AI capabilities help take care of routine tasks—sorting inquiries, answering questions, and collecting data—so your team has more time to engage with customers on a deeper level.

The result? Faster outcomes and happier customers.

Static, impersonal menus and IVRs get skipped, hurting containment, wait and time-to/first call resolution, while bloating costs. Poor self-service experiences frustrate customers and drive down CSAT. With Twilio's virtual agents, you can provide top-tier self-service experiences across channels, improve self-service containment, first call resolution, and time to resolution. 

Virtual Agents

with ConversationRelay 

A Multichannel Virtual Agent that listens, learns, and adapts.

ConversationRelay acts as a bridge between Twilio’s voice capabilities and your preferred virtual agents and makes customer interactions effortless, delivering tailored, natural conversations.

They learn from every touchpoint, continuously improving to understand your customers better. Whether it's voice, text, or chat, AI Assistants provide instant, personalized support—leaving your team free to tackle more complex tasks.

ConversationRelay speaks your customer’s language

ConversationRelay makes every chat feel natural. From answering questions to qualifying leads or sending updates, ConversationRelay keeps things smooth and human. And when things get more complex, it connects customers to live agents, keeping the experience on track.

Plus, with Twilio's speech recognition and translation APIs, your customers can communicate across different languages—ensuring they feel understood, no matter where they are.

Smartphone screen displaying a virtual agent app with a red and white theme
Smartphone screen displaying a virtual agent app with a red and white theme

"We were able to prototype a solution in just four weeks and put it to the test during our busiest retail days of the year."

Chris McGrath IT Program Manager, Marks & Spencer

"We recognise the need to streamline our operations and see technology as a tool to make our processes efficient. At the same time, we aim to scale to be ahead of the competition."

Cecille P. Sta. Teresa VP & Head of Customer Engagement and Contact Centres, UnionBank of the Philippines

"Twilio’s tools have been fundamental in establishing KrispCall as a leading innovator in cloud communications. As a result, KrispCall was able to scale and achieve almost 3,000 percent revenue growth in three years."

Dinesh Silwa Co-CEO and Co-founder, KrispCall

"The problem we are solving with AI is really figuring out from the heterogeneity of how people actually speak to what they mean. Untangling the complexity of accents, word choices, verbosity, ramble, speech quirks, to understand the customer. "

Yan Zhang COO, PolyAI

"Twilio has been a game changer for us in terms of enhancing customer communication. Overall, the integration of Twilio’s solutions has led to an increase in efficiency for our agents, allowing them to concentrate on more complex and value-adding tasks."

Michael Ko Head of Product, Driva

"One of the main reasons we picked Twilio was to give our engineering group the flexibility to lean in and deliver the things they are looking for and not be reliant on partners that potentially can’t deliver. Now, they have all the tools at their fingertips to build world-class customer experiences in minutes."

Dean Fox Director – Transformation, Datacom

Blogs 

What is conversational AI? Twilio's strategy for smarter support

At Twilio, our conversational AI approach unifies real-time intelligence, automation, and live agent assistance, helping organizations transform every interaction into an opportunity for better support. In this post, we’ll explore how conversational AI for customer service is reshaping the future of support, along with the Twilio solutions powering this transformation.

Read blog
Self-service in the age of AI: Virtual agents that actually resolve

Our blog explores that modern self-service must evolve from deflection to resolution, deploying AI-powered virtual agents that complete tasks end to end, maintain context across channels, and hand off to humans seamlessly when needed.

Read blog
Introducing Conversational Intelligence: Unlock unified AI understanding across Voice, Messaging & Virtual Agents

In this blog, we explore how Twilio’s new Conversational Intelligence brings together voice, messaging, and virtual agents into a single AI layer—helping businesses unlock cross-channel context, automate customer interactions, and gain deeper insights from every conversation.

Read blog

See it in action

Three speakers discussing AI engagement

Conversational AI Now: Unlocking Real-World Impact and ROI

Customers expect more than ever: fast, personal, and seamless experiences across every interaction. But how do you deliver at scale—keeping it personal, cost-effective, and productive?

In our latest fireside chat, we unpacked findings from our Conversational AI report,  highlighted the latest trends, ROI metrics, and common roadblocks in scaling AI for customer engagement.

We were also joined by OhMD, a leading healthcare communication company, who shared how they used Twilio’s Conversational AI to deploy AI-powered voice assistants and smarter messaging. The result: improved patient experiences, better first-call resolution, and greater efficiency—all without overhauling their tech stack or losing the human touch.

Watch now