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Twilio Integrates AWS, Google AI, Voice Capabilities

August 08, 2018
By Paula Bernier - Executive Editor, TMC

Twilio (News - Alert) is working to give greater voice to its customers as they develop applications based on the cloud communications platform. That effort includes its new integrations with AWS and Google (News - Alert).

The integration between Twilio’s Programmable Voice and Amazon Polly brings 50 human-sounding voices in 25 languages to Twilio users. Polly also enables developers to control pitch, pronunciation, rate, and volume.

Twilio previously announced an integration between its Programmable Voice platform and Google’s Dialogflow. And in late July it revealed plans to integrate Google’s Contact Center AI into its contact center platform Twilio Flex.

“Every company has a need to communicate with their customers and, for most businesses, this interaction is handled by the contact center,” said Al Cook, head of Twilio Flex. “AI has the potential to improve the effectiveness of the contact center dramatically and make those human interactions more impactful. We’re excited to support Google Cloud’s Contact Center AI within Flex and, in turn, give developers greater choice as they work to deliver better experiences for their customers.”

Google Cloud Contact Center AI consists of three components. Agent Assist passes customer to live agents if needed and suggests answers to agents based on previous interactions. Analytics uses enterprise data and knowledge to train how virtual agent and agent assist products serve customers. And Virtual Agent is a conversational AI bot that uses an enterprise’s knowledge base and back end processes to speak with customers.

“Through integration with Google Cloud Contact Center AI, Twilio Flex customers can now easily 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,” Twilio explains. “These kinds of intelligent conversations enable enterprises to streamline their contact center teams and ultimately resolve customer inquiries more quickly and effectively.”

As for Google Dialogflow, the combination of that with Twilio's voice and call control capabilities allows developers to easily build automated AI-driven conversational user interfaces and voice bots, Twilio explains.

AI is the centerpiece technology of a new event from TMC (News - Alert) called The Future of Work. This Jan. 30-Feb. 1, 2019, event in Fort Lauderdale, Fla., will explore how artificial intelligence and machine learning can improve business communications, collaboration, contact center and customer service, and marketing and sales experiences and initiatives.

Edited by Maurice Nagle

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