Twilio Announces Integration with Google Cloud Contact Centre AI

Twilio has announced their collaboration with Google Cloud to integrate Contact Centre AI into Twilio Flex.

Imogen Hargreaves Jul 27th 2018

Twilio has announced their collaboration with Google Cloud to integrate Contact Centre AI into Twilio Flex.

Google Cloud’s Contact Centre AI is a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres.  By deepening its artificial intelligence and machine learning capabilities, Twilio provides developers with a robust, flexible platform to build intelligent, next-generation customer experiences, according to Twilio.

“Every company has a need to communicate with their customers and, for most businesses, this interaction is handled by the contact centre,” said Al Cook, head of Twilio Flex.

“AI has the potential to improve the effectiveness of the contact centre dramatically and make those human interactions more impactful. We’re excited to support Google Cloud’s Contact Centre AI within Flex and, in turn, give developers greater choice as they work to deliver better experiences for their customers.”

Through integration with Google Cloud Contact Centre AI, Twilio Flex customers can now use a virtual agent that can resolve a variety of customer issues and, if required, transfer customers to a live agent who will receive suggested responses based on previous interactions.

“Contact Centre AI empowers enterprises to use artificial intelligence to complement and enhance their contact centres,” said Rajen Sheth, director of product management at Google.

“Google Cloud’s goal is to make it as easy as possible for our customers to use AI for contact centres through our relationships with key partners like Twilio.”

The UK-based retailer, Marks & Spencer, has recently introduced Twilio and Google Cloud Services to automate their inbound calling system.

“Thanks to Twilio’s platform, which integrates easily with Google Cloud's AI capabilities, Marks & Spencer is able to equip our colleagues with the tools they need to improve the customer experience and reduce operational costs,” said Chris McGrath, IT programme manager at Marks & Spencer.