Twilio and OpenAI collaborate to provide customer-aware generative AI

Twilio, the customer engagement platform that drives real-time, personalized experiences, announced an integration with OpenAI, enabling companies to create personalized, customer-aware experiences.

Through this integration, Twilio customers will be able to use OpenAI’s GPT-4 model to power new generative capabilities in Twilio Engage, its multichannel marketing solution built atop the Segment Customer Data Platform.

The combination of Twilio Segment and OpenAI’s powerful Large Language Models will create new opportunities for businesses to activate a unique understanding of their customers across every interaction, according to the company.

“As AI drives down the cost of intelligence, it is increasingly possible for companies to deliver a deeply personalized experience for every customer,” said Brad Lightcap, COO of OpenAI. “We know how much people want this, and we’re happy to be working with Twilio to bring it to the world. Twilio Segment’s Customer Data Platform will enable today’s and tomorrow’s large language models to unlock deep personalization at scale for every business.”

This announcement is a part of Twilio CustomerAI, a technology layer that couples the power of predictive and generative AI with the wealth of customer data flowing through Twilio’s Customer Engagement Platform.

Twilio's Customer Engagement Platform enables companies to unlock their data, building an understanding of their customers with Twilio Segment, and then activate that understanding across their contact center with Twilio Flex, their marketing campaigns with Twilio Engage, and their products.

Twilio CustomerAI infuses greater customer understanding and personalization across every one of those customer touchpoints, according to the company.

“It's clear that Large Language Models are the next wave of innovation in customer engagement,” said Jeff Lawson, CEO of Twilio. “Experiences like ChatGPT are coming to the enterprise to power groundbreaking experiences in sales, service, content, marketing and more. Twilio CustomerAI enables companies to build customer-aware interactions—giving the language models context about the customer they're helping. Without customer-awareness, any ChatGPT-like experiences would be generic and unhelpful. But with CustomerAI, companies can transform LLMs into the most helpful, knowledgeable agent imaginable at scale.”

Twilio and OpenAI are committed to building AI safely and responsibly, according to the companies. Twilio builds privacy and security by design into its product development lifecycle and will ensure companies have full transparency and control of the data that informs AI-powered interactions with their customers.

Twilio is partnering with a group of trusted, world-class partners that meet its privacy and data protection standards.

For more information about this news, visit www.twilio.com.