Today's topic of conversation - Twilio's pitch for next-generation customer engagement in the agentic era

Customer engagement has always had its challenges, but with rising customer expectations for more personalized experiences and the growing use of AI to deliver them, organizations need help. Enter, Twilio. The enterprise customer engagement platform provider today launches several new capabilities to enable consistent, intelligent conversations among humans, systems, and AI.

Omar Paul, VP of Product for Twilio, starts from a premise that modern customer engagement is broken. Organizations are dealing with siloed data, fragmented channels, and integration complexity, when the reality is that every interaction builds on the last one. AI was supposed to be the answer to these challenges, but instead, says Paul, it's just added a new layer of complexity.

Organizations are pouring millions and more into AI, hoping it’s the answer to their engagement problems, but what happens all too often is that they build AI agents that start cold every time they interact ...