Last year, I attended Twilio Signal in San Francisco. While there, I realized something about Twilio, the CPaaS powerhouse loved to flex their muscles on the contact center front, especially when it came to making it easy to install AI in a contact center environment. Twilio did so with the release of two AI-centric APIs built to enhance CX.
Media Streams simplify the process of layering AI solutions like NLP, keyword spotting, and SI on top of live voice calls. And Twilio Conversations, the second of two API major launches, aimed to connect fragmented messaging channels. Months later, they're still steadfast on the AI bandwagon, and say AI will prove "Key to building meaningful and lasting connections with customers."
This is according to Jay Gurudevan, Principal Product Manager, AI/ML, Twilio. In a recent interview with UC Today, he shared further insight into AI's future in contact centers, and how valuable it will become to enterprises of all sizes moving forward. He also said automation will prove indispensable in 2020.
Automation will Prove Vital in 2020
During our chat, Gurudevan further shared his thoughts on the future of automation in the contact center, adding continued advancements in automation tools like intelligent bots will help usher in an era of frictionless experiences for enterprises.
"This will enable authentic two-way conversations between companies and customers - a direct result of a larger trend we're seeing, customers who expect multichannel communications to be standard"
The way he sees things, it is about customers and the experience they have with an enterprise. He continued, customers not only demand faster responses than ever before, but they want meaningful, cross-channel conversations from the enterprises they engage with. "As a result, every interaction should be seamless and enterprises need to be able to respond with the right message, at the right time, and via the right channel," Gurudevan added.
AI-Powered Bots will Play Key Role in 2020
Gurudevan has a lot of perspective into the world of artificial intelligence. As a Principal Product Manager at Twilio, he is laser-focused on machine learning and is one of Twilio's go-to guys on the subject matter.
