"Conversation Memory creates an ongoing, identity-resolved profile that combines customer data with interaction history. It allows both human agents and AI systems to pick up exactly where the last interaction left off."
"Conversation Orchestrator handles the flow, connecting interactions across channels and managing handoffs between AI and human agents, effectively stitching individual touchpoints into a single thread."
"Conversation Intelligence adds a real-time layer, analyzing live interactions for signals such as sentiment and escalation risk, and triggering actions while the conversation is still happening."
Twilio is launching a new conversation layer to improve customer experience by addressing fragmented interactions. The three components—Conversation Memory, Conversation Orchestrator, and Conversation Intelligence—work together to create a seamless experience. Conversation Memory maintains an ongoing profile that combines customer data and interaction history. Conversation Orchestrator manages the flow of interactions across channels, while Conversation Intelligence analyzes live conversations for sentiment and escalation risks. This approach aims to shift companies from reactive to continuous engagement with customers.
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