By Amber Hickman |
Customer engagement platform provider Twilio is working with Microsoft to accelerate the adoption of conversational AI solutions across several industries such as financial services, retail and healthcare.
The two organisations will collaborate on developing customer engagement solutions built on Microsoft Azure AI Foundry and Twilio’s platform. Key focus areas will include building multi-channel AI agents for automating customer engagement, AI agents that assist live agents in the contact centre, and multi-modal solutions for enhancing and improving digital interactions.
“Azure AI Foundry enables customers to confidently scale AI including AI agents across their organisation with our enterprise-grade technologies and best practices that help manage risk, improve accuracy, protect privacy, reinforce transparency and simplify compliance,” said Asha Sharma, corporate vice president of the Azure AI Platform at Microsoft. “Customers will see strong business value with the combination of Azure AI Foundry and Twilio’s communications and data capabilities, the critical last mile connection between businesses and customers.”
In addition to the partnership, Twilio is launching new AI enhancements for its platform including ConversationRelay, which will allow developers to create natural voice AI agents, and Conversational Intelligence, which will allow users to analyse communications and convert them into structured insights.