Twilio introduces the next generation of its platform for the agentic era at SIGNAL Mexico City

The country's inaugural event brings together customers, partners, and developers to explore the future of customer experience in the era of AI-powered agents.

Mexico City, October 15, 2026 – Twilio (NYSE: TWLO), the customer engagement platform for the AI era, today is hosting its first SIGNAL World Tour stop in Mexico City, the company's second-largest event in Latin America. On stage, Twilio is introducing the next-generation capabilities of its platform to the Latin American market.

All businesses operate based on the dialogue they build with their customers. However, today, companies frequently interact without context. Customers explain their problems through text messages and subsequently repeat the information on a call with an agent who takes over the contact without knowing what happened before. The interaction ends, and the cycle continues, the next conversation begins as if the previous relationship had never existed.

Twilio has incorporated four new products into its platform, providing a nervous system for modern customer engagement. Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect combined to transform interactions into continuous, intelligent, and personalized conversations between people, AI agents, and systems.

The updates to Twilio's platform directly address these challenges by offering persistent memory across all interactions, real-time context that accompanies the conversation, and intelligent orchestration across all channels and participants, whether human or AI. As a result, Twilio's enhanced capabilities ensure that customer conversations never start from scratch, are always remembered, and remain unified across channels.

These updates come at a time when customer expectations continue to rise, and companies use AI across various channels to try to keep pace. According to an upcoming Twilio report, Twilio’s Customer Insights Series¹, 99% of businesses face major challenges that hinder their understanding of customers, particularly regarding data integration across channels (48%) and rapidly changing customer needs and preferences (46%).

“It is no surprise that these issues have become key priorities for organizations in the coming years. Our platform's new capabilities aim to address precisely the aspects we consider most critical for maintaining strong relationships between brands and consumers,” Ferreira explains.

The country is ready to innovate in customer engagement. Twilio’s Customer Insights Series reports, publishing this October, revealed that:

• Mexico is one of Latin America's leaders in the global shift toward conversational technologies. More than 49% of consumers in the country prefer interacting with companies through messaging apps, with WhatsApp standing out as the absolute favorite.However voice remains essential, coming in as the second preferred at 46%. 

• In Mexico, 54% of consumers feel comfortable participating in AI-driven conversations, and 74% state that AI has improved over the past year.

• Consumers already use messaging apps, such as WhatsApp, to communicate with brands. This channel was cited by 51% of them as one of their top three preferences, ranking first in Latin America, compared to only 9% in the United States and 27% in the EMEA region.

• Latin American companies have adapted to this shift: 72% actively use messaging apps, such as WhatsApp, to implement customer service-oriented AI solutions.

• Latin American consumers are also adopting AI capabilities: 67% agree with allowing AI agents from different companies to interact with each other to resolve issues quickly, the highest rate among all surveyed regions.

• Latin American consumers are much more willing than North Americans or Europeans to entrust AI with sensitive tasks, including scheduling appointments (82%), processing returns (80%), making travel reservations (72%), getting investment recommendations (76%), and handling medical consultations (66%).

Major Mexican Brands Take the Stage to Share Their Experiences

Some of Mexico’s leading brands are taking the SIGNAL stage to share how they improved customer engagement using communications, data, and AI:

• Klar: Klar is using Twilio APIs, Twilio Programmable Voice & Voice Media Streams, and SendGrid to improve its collection management through voice and WhatsApp channels, achieving a massive reach of approximately 3.5 million monthly calls that connect with more than 1 million unique users. In addition, the strategy is complemented by sending about 2.5 million messages per month on WhatsApp, achieving a 99% delivery rate. 

• Kavak: Mexico's first unicorn is unifying and scaling its communications across multiple markets using Twilio APIs to support WhatsApp sales, credit origination, and AI-driven customer service. According to the company, this year more than 90% of voice and text conversations were handled through these agents, achieving a 2x improvement in conversion rates, and tripling its NPS and customer satisfaction levels.

“These success stories are the result of all the work Twilio has done with its customers over the years. Our goal remains the same: to foster stronger relationships between brands and customers, focusing on real challenges and creating smoother, friction-free communication backed by the powerful combination of communications, data, and AI. We are excited to share these new features with all our customers in the region,” Ferreira concludes.

To learn more about Twilio's next-generation platform capabilities, visit: https://www.twilio.com/en-us/blog/products/signal-2026-product-announcements.

¹Twilio surveyed 7,652 consumers and 660 business leaders worldwide. Responses were collected between April 9 and May 1, 2026, spanning 18 global markets: Australia, Brazil, Chile, Colombia, France, Germany, Hong Kong, India, Indonesia, Italy, Japan, Malaysia, Mexico, the Philippines, Singapore, Spain, the United Kingdom, and the United States.