Customer engagement platform, Twilio, has launched two AI driven products within its cloud-based digital engagement solution, Twilio Flex. The new rpoducts, Unified Profiles and Agent Copilot, are the first of three products that Twilio has committed to bringing to market in 2024, with the aim of embedding the power of Segment's customer data into its Communication products.

Unified Profiles provides businesses with access to a native data layer powered by Segment, enabling the collection and activation of real-time, consented data for personalised interactions. Agent Copilot leverages this data alongside artificial intelligence (AI) to empower employees with automation and boost productivity.

"Unified Profiles and Agent Copilot within Twilio Flex showcase the power of merging Twilio's communication channels with Segment's customer profiles to transform customer interactions into personalised, data-informed experiences," said Twilio Flex VP of Product, Meera Vaidyanathan.

Unified Profiles is an open and extensible data layer, powered by Segment, that brings together customer data from various sources, including CRM systems, data warehouses, and real-time behaviour tracking into a central real-time profile. Agent Copilot leverages large language models (LLMs) to automate and enhance agent productivity.

Twilio is also extending Flex's capabilities with the introduction of Flex Mobile, now entering public beta. This iOS and Android app integrates with existing Flex setups.

"These new products fill the missing piece for businesses looking to leverage data and AI to deliver consistent customer value across different touchpoints. This capability has the potential to transform every customer interaction for brands and empower businesses to enhance customer satisfaction, reduce handle time, and increase employee productivity," said Vaidyanathan.