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Why your Contact Center needs a Conversational AI Platform

Conversations powered by AI allow your contact center teams to deliver more of a personal and faster customer experience while improving operational efficiency. So why do 60% of customers try to skip IVRs to get to a human agent as soon as they can?
Recorded Aug 15 2019 53 mins
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Presented by
Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer
Presentation preview: Why your Contact Center needs a Conversational AI Platform

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  • Text Alerts and Notifications in the Real World Recorded: Dec 5 2019 58 mins
    Arvind Rangarajan, Product Marketing at Twilio & Reema Samin Naqvi, Solutions Engineering at Twilio
    Alerts and notifications can impact customer experience throughout the customer lifecycle: you could alert customers to a time-sensitive sale, keep them apprised of their order status, or send them a survey to inquire about their experience. And while sending a text message on Twilio is quite simple - requiring just four lines of code! - ensuring that you build your alerts and notifications strategy to not only meet customer expectations, but create a differentiated customer experience is more complex.

    In this webinar, we’ll walk you through three increasingly sophisticated approaches to alerts and notifications on Twilio’s platform - and real-world examples of when we’d recommend each approach. We’ll also provide a live demonstration of how to build out these notifications on Twilio.

    * Simple Notifications
    * Intelligent Notifications
    * AI Notifications
  • Deep Dive into Narrowband IoT for Smart Cities Recorded: Nov 27 2019 33 mins
    Kedar Toraskar, Sr. Product Manager at Twilio & Jaroslav Galas, Project Manager at Sensoneo
    Already live in over 50 countries, Narrowband IoT is opening up new business opportunities for disruptors and innovators. In this webinar, we will deep-dive into Narrowband IoT, explore its capabilities and discover the use cases it is best suited for. You will also hear from Sensoneo, a Smart Waste Management provider for Smart Cities who deployed the first commercial Narrowband IoT solution in the United States.

    You will learn:

    * The benefits and limitations of Narrowband IoT
    * The IoT use cases that are best suited for it
    * How it is enabling Smart Cities and fueling IoT innovation
  • The Future of the Enterprise Contact Center Recorded: Nov 26 2019 56 mins
    Timothy Richter, Sr. Product Marketing Manager, Twilio Flex & Lenore Files, Sr. Product Marketing Manager, Twilio Flex
    The world has become increasingly software driven which has changed everything about the way consumers interact with brands, buy their goods, services, and share their experience with others. Consumer preferences, behaviors and expectations are unique and a one-size-fits-all engagement strategy is struggling to deliver these expected personalized and differentiated experiences. In this webinar, we'll discuss how Twilio Flex, a programmable contact center, provides you with the flexibility to build, design, and iterate workflows that enable businesses to truly deliver unique experiences that support your customer strategy and business needs.

    What you’ll learn:

    * How developers can harness the power of programmability to design and actively evolve processes such as; self service workflows, bots, integrations, and extension of digital channels.
    * How to increase agent productivity and satisfaction by customizing and consolidating to create one agent UI.
    * How similar, innovative companies are using Twilio Flex to design, deliver, and streamline their processes to enhance their customers experience.
  • Conversations: The Next Generation of Business Messaging Recorded: Nov 21 2019 47 mins
    Dave Esber, Product Marketing @ Twilio and Andres Jaan Tack Senior Product Manager @ Twilio
    Sixty percent of customers expect businesses to communicate over their preferred channel and 96% expect businesses to be more responsive.

    Delivering on this is hard. Customer channel preferences vary by region, group management is challenging, and orchestrating all of this logic creates significant development hurdles.

    Customers might start an inquiry on one channel, and then later pick it up on another. And customers are frustrated when your customer service team is unable to carry forward the context from the initial inquiry. Increasingly customers want to be able to have a continuous conversation with businesses.

    That’s why we launched Twilio Conversations, a unified API that lets you manage thousands of different interactions across channels easily so you can focus on what’s important — building customer relationships.

    In this webinar, we’ll walk you through key features of Twilio Conversations and why we built it. We’ll also share a live demonstration of Twilio Conversations in action and show how easy it is for your team to get started.
  • Why your Contact Center needs a Conversational AI Platform Recorded: Aug 15 2019 53 mins
    Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer
    Conversations powered by AI allow your contact center teams to deliver more of a personal and faster customer experience while improving operational efficiency. So why do 60% of customers try to skip IVRs to get to a human agent as soon as they can?
  • Intro to Messaging at Scale Recorded: Aug 13 2019 39 mins
    Dave Esber, Product Marketing @ Twilio and David Lowes, Solutions Engineering @ Twilio
    Nine in 10 customers want to message with a business. Yet, messaging at scale is hard. In this three-part webinar series, we outline some of the key concepts you should consider as you scale your customer messaging and considerations for the future.

    Anyone can send their first message with just a few lines of code and a credit card, but with Twilio just a few tweaks to your code can help you send millions of messages to customers around the world. In this webinar, we touch on a few key messaging concepts like queueing, status callbacks, segments, concatenation, transcription, and phone number types. These SMS practices will help you set up your infrastructure to scale as your business grows.
  • Understanding U.S. SMS Compliance Recorded: Mar 26 2019 57 mins
    Sheila Jambekar, Associate General Counsel @ Twilio & Pranav Deshpande, Sr. Product Marketing Manager @ Twilio
    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 Recorded: Dec 11 2018 47 mins
    Adam Champy, Senior Product Manager @ Google & Abhijit Mehta, Product Manager @ Twilio
    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
Covering hot topics in Global Communications
The Twilio channel brings you the latest in global communications and an API approach to software development.

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  • Title: Why your Contact Center needs a Conversational AI Platform
  • Live at: Aug 15 2019 4:00 pm
  • Presented by: Pranav Deshpande, Product Marketing - AI/ML @ Twilio and Ricky Holtz, Sales Engineer
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