Twilio unveils new features for customer data platform

Twilio today unveiled new features for its customer experience platform to deliver personalized experiences before, during and after engaging with a business

Central to this is an enhanced Twilio Segment Customer Data Platform (CDP), which the company says provides a rich data orchestration layer providing more precise, scalable and context-rich personalization based on real-time intent signals.

The CDP also has a fully redesigned Journeys architecture within Twilio Engage to create more personalized, real-time transactional customer journeys. 

New public beta features include:

• Event-triggered journeys let marketers dynamically manage customer states (like cart status) without requiring significant engineering resources.
• Rich contextual payloads combine data from triggered events and data warehouse sources, providing comprehensive information to personalize experiences.
• Strengthened observability and scalability make it easier to visualize and understand a customer journey.
• Native integrations with Twilio SendGrid (for email) and Twilio SMS.

Improved AI and compliance features

The platform also includes infrastructure for advanced conversational AI experiences and easier deployment.

Other AI updates include:

• ConversationRelay, which is now generally available, lets developers (or technically minded marketers) build natural voice AI agents using their preferred large language model (LLM). This could automate interactions, provide instant support, or qualify leads.
• Conversational Intelligence analyzes voice calls and text conversations, converting them into structured data and insights. It provides data to understand customer sentiment, common queries and conversion drivers to refine messaging and strategy. The feature is available generally for voice and is in private beta for SMS.)

The company is also expanding its channel support and compliance tools. Rich Communication Services (RCS) and WhatsApp Business Calling, generally available later this year, offer direct and interactive ways to engage customers on messaging platforms.

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The new Compliance Toolkit, which is in public beta, helps businesses reduce operational overhead and ensures compliance for messaging and voice, especially the Telephone Consumer Protection Act. The company is also investing in data regionalization, with Regional Email and Regional Messaging data storage capabilities for the EU becoming available in a few months.