Turn customer calls into actionable data insights with machine learning

Language operators are modularized Natural Language Understanding (NLU) capabilities, which analyze your customer calls and turn the voice data into structured information that can be used programmatically.

You can use the pre-built language operator for out-of-the-box functionality like voicemail detection and call recording disclosures, or create your own operator to classify calls and detect key phrases in a call. The inferences from the operators will show up in the call transcript.

No, Voice Intelligence is provider agnostic. Any stereo/dual channel recording can be converted for action.

No, Voice Intelligence analyzes the post-call recording in 1/1,000 of the call-length time. Once the call ends, the transcription should appear in your transcription service almost immediately.

Currently, we only offer U.S. English. We plan to support other languages, including Spanish, German, and more in Q2 2023.

Twilio provides best-in-class accuracy. The transcription engine in Voice Intelligence was created by our AI team with Twilio’s own speech recognition system, then trained for thousands of hours on real-world calls. Integrating the engine with high-performance computing (HPC) techniques allows us to ensure industry-leading accuracy at an affordable cost.