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  • Understanding U.S. SMS Compliance
    Understanding U.S. SMS Compliance
    Sheila Jambekar, Associate General Counsel @ Twilio & Pranav Deshpande, Sr. Product Marketing Manager @ Twilio Recorded: Mar 26 2019 57 mins
    The business SMS messaging ecosystem is complex and can easily seem overwhelming. Sending a message to the wrong person–at the wrong time–may not only affect your customer’s experience, but could also put your business at risk of legal action.

    Buzzwords like opt-in, opt-out, P2P, A2P, TCPA, and the CTIA can make the idea of sending messages to customers that much more daunting. On the other hand, a welcome text message to the right person can be a powerful and effective way to communicate with your users.

    In this webinar, we’ll touch on:

    -The basics of messaging compliance
    -The in's and out's of U.S. regulations
    -Expert advice from helping thousands of companies deliver powerful communications experiences
  • Blueprint to AI-Assisted Contact Centers with Twilio Flex and Google
    Blueprint to AI-Assisted Contact Centers with Twilio Flex and Google
    Adam Champy, Senior Product Manager @ Google & Abhijit Mehta, Product Manager @ Twilio Recorded: Dec 11 2018 47 mins
    Every company has a need to communicate with their customers and, for most businesses, this interaction is handled by the contact center. The intersection of artificial intelligence (AI) and customer service has the potential to improve the effectiveness of the contact center dramatically and make those human interactions more impactful.

    By 2022, Gartner predicts 20% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018. How will you utilize AI to serve your customers better—handing off interactions to agents when appropriate—while maintaining conversational context?

    In this webinar, we will discuss:

    -The programmability offered by Twilio Flex to integrate AI at multiple layers of Customer Engagement
    -Building a stellar bot experience for personalized customer experience 24/7
    -Incorporating conversational AI to feed into routing decisions based on customer intent
    -Google’s Natural Language Understanding (NLU) powered by Dialogflow Enterprise for automatically processing and understanding customer speech
    -How Google + Twilio Flex index and manage a knowledge base to present relevant information to agents during a call

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