With the proliferation of messaging platforms and digital voice assistants has come the rise of conversational AI—better known as bots.

These chatbots, virtual assistants, smart speakers, and communication platforms are powered by machine learning and can be used to build trust between brands and consumers. In fact, by the end of 2020, 25 percent of customer support operations will integrate virtual customer assistants (VCA) or chatbot technology across engagement channels –– up from less than two percent in 2017.

The use of virtual and voice assistants continues to rise, with Google’s Assistant deployed across one billion devices, and Amazon reporting sales of 100 million Alexa-enabled devices in 2019. The use of smart speakers, like Amazon’s Alexa and Google Home, is expected to reach 225 million units in 2020.

Apple’s Siri set the stage for widespread consumer adoption since debuting in 2011. Built on artificial intelligence (AI), voice assistants use …

Is your business in touch with the trends, events, and moments shaping customer engagement in 2020?

Digital bombardment is real—overwhelmed consumers are increasingly discerning when it comes to how they choose to interact with their chosen companies and brands.

At the same time, chatbots, voice assistants, and conversational AI are everywhere you look. Even so, consumers aren’t clear on what conversational AI can do, and the potential of the technology remains largely untapped.

The trends shaping how companies and organizations interact with customers is also shaping politics in a time when engagement—and galvanization—is higher than ever. 

And through it all, the customer experience remains of utmost importance, driving top companies to hire C-level roles focused solely on CX, and its unbreakable thread throughout their organization.

Customer engagement is in a state of constant change. And, since Twilio helps 170,000+ customers engage their customers in every possible way, we have a …