Support and sales

Deliver connected conversations across support and sales

Give every agent—human or AI—the foundation they need to make any interaction connected, contextual, and helpful.

See what agent productivity looks like

Try a demo of Twilio agent productivity to see what happens when every agent has the right context, a living memory, and AI-assisted guidance.

Unlock better, more productive customer experiences with Twilio

AI agents that can take real-world action

Connect any AI model or agent to Twilio to enable real-time communication, contextual awareness, and task execution.
Conversations that never restart

Move between AI and human agents seamlessly, without repeating information or losing progress

Deeper intelligence with every interaction

Surface real-time insights, summaries, and next-best actions to guide agent decisions in the moment
A persistent memory of every customer

Build on unified customer memory, so every interaction is more relevant than the last

Explore Conversations

How to get started with AI-powered self-service

Step 1
Connect an AI agent
Build agents on Twilio or bring your own models, then deploy across voice, SMS, chat, and more — without vendor lock-in.

Step 2
Build a memory that carries conversations forward
Create persistent customer memory across interactions, so no conversation has to start at zero.

Step 3
Understand what’s happening in real time
Surface customer intent, sentiment, and risk signals as conversations unfold, so agents can respond with the right action in the moment

Step 4
Orchestrate one continuous conversation
Coordinate interactions across channels, AI agents, and human agents, to deliver unified conversations that feel seamless.

Flowchart showing inbound customer support call handled by AI Voice Agent and monitored by live agent.

Flowchart showing inbound customer support call handled by AI Voice Agent and monitored by live agent.

The Twilio toolkit for AI-driven CX

Twilio products are building blocks that can be deployed on their own, or combined as powerful solutions. Everything is natively integrated, so you can reduce setup time, simplify orchestration, and unlock bundled pricing as you scale.

If you want…	Then you need…
Seamless omnichannel conversations	Orchestrated journeys that persist across every channel and interaction with Conversation Orchestrator and Voice, SMS, RCS, WhatsApp, chat.
Personalized experiences that improve over time	A unified customer memory that carries context across every interaction, channel, and team with Conversation Memory and Twilio Segment
Faster resolution with AI agents	AI agents that understand intent and take action across the full interaction with Conversation Relay.
Smarter triage before escalation	AI that can resolve, guide, or route conversations in real time before a human agent is needed with Conversation Relay and Conversation Intelligence.
Real-time visibility into conversations	Live insights into intent, sentiment, risk, and outcomes as interactions happen with Conversation Intelligence.
AI agents and human agents working as one team	A shared workspace where human agents pick up with full context, AI summaries, and next-best actions with Flex and Agent Copilot.
Smarter routing and seamless handoffs	Route conversations based on intent, history, and real-time signals — and handoff between AI and human agents without losing context with TaskRouter.

Strategies to win the AI era

Man with glasses using a tablet while seated in an office environment.

Man with glasses using a tablet while seated in an office environment.

The buyer’s guide to agent productivity tools

Learn how to evaluate AI, automation, and agent assistance platforms that actually improve outcomes.

Read the report

Inside the Conversational AI Revolution

See our research on what customers really want from conversational AI experiences and where businesses are falling behind on those expectations.

Self-service in the age of AI

Modern self-service must evolve from deflection—to resolution. By deploying AI-powered virtual agents that complete tasks end to end, you can maintain context across channels with the option to hand off to humans when needed.

Unified intelligent experiences across Voice, Messaging, and Virtual Agents

Twilio Conversation Intelligence brings together voice, messaging, and virtual agents into a single AI layer that unlocks cross-channel context, automation, and deeper insights into every conversation.

Scorpion built 24/7 intake and conversion with AI

Scorpion quickly deployed a human-sounding conversational AI called Scorpion Convert to help their clients manage calls, convert leads, and increase revenue.

39%

increase in average booking rate

$8.4M

total revenue generated in 3 months

Read Scorpion’s story

Smiling woman with curly hair using a smartphone against a red background.

Smiling woman with curly hair using a smartphone against a red background.

Twilio unlocks faster service, better outcomes, happier customers

When every interaction is connected, contextual, and intelligent, the impact shows up everywhere.

AI voice agent offers an upgrade to a customer viewing flight details and confirming booking.

AI voice agent offers an upgrade to a customer viewing flight details and confirming booking.

Give AI and human agents the full context and next-best actions they need to move faster and accelerate time to resolution.

72% of consumers are happy to use AI if it resolves their issue quickly¹

Eliminate repeated questions and broken handoffs so customers never have to start over.

70% of customer support cases can actually be solved by conversational AI while maintaining customer satisfaction.²

Resolve more requests with AI agents while seamlessly escalating complex issues so you can reduce reliance on human agents without sacrificing the customer experience.

41% of businesses report significant time savings from using AI³

Contact sales Start for free

See what else you can do with sales and support

Support and sales

Amplify customer support with AI self-service, AI assistance, and cross-channel engagement.

IVR

Help customers self serve with a smarter phone menu that gets them what they need fast.

Contact center

Support customers your way with contact center tools that adapt as your business grows.

Call tracking

Turn call data into action with tracking that reveals ROI, intent, and customer sentiment.

See all use cases

¹Inside the Conversational AI Revolution

²Universidad Uk customer story

³2025 State of Customer Engagement Report