BUSINESS | Twilio debuts AI-powered customer engagement platform

Twilio unveiled its next-generation customer engagement platform during its SIGNAL 2025 conference, showcasing new tools and integrations designed for an increasingly AI- and data-driven business environment.

The platform combines communications, data, and artificial intelligence features to provide companies with a unified infrastructure for managing customer interactions. Twilio says the goal is to give businesses more control over personalization, security, and compliance while improving return on investment.

“We are facing the end of customer experience as we know it,” said Twilio CEO Khozema Shipchandler. “To be successful, every business needs the right infrastructure: communications channels to connect with customers, contextual data to understand them, and the ability to accelerate it all with AI in a way that’s powerful, flexible, and trustworthy.”

The platform integrates omnichannel messaging, identity verification, automation tools, predictive analytics, and a new unified profile API built on Twilio’s Segment customer data platform. According to the company, the system is designed to adapt across existing tech stacks and provide consistent service before, during, and after a transaction.

Twilio also introduced updates to its conversational AI offerings. These include the general availability of ConversationRelay, which allows developers to build natural voice AI agents using their choice of large language models, and Conversational Intelligence, which analyzes customer voice and text conversations to extract insights and improve service delivery. The voice feature is now generally available; messaging support is in private beta.

“Twilio continues to set the pace in customer engagement with a platform built for the AI-powered future,” said Mila D’Antonio, principal analyst at Omdia. “By unifying communications, data, and intelligence, Twilio is delivering on the promise of outcome-driven customer experiences.”

To strengthen trust and global compliance, Twilio announced that Rich Communication Services (RCS) and WhatsApp Business Calling will become generally available later this year. It also previewed a Compliance Toolkit, entering public beta in the coming weeks, to help businesses meet regulations such as the Telephone Consumer Protection Act (TCPA).

In support of regional data needs, Twilio said EU data residency for email will be generally available in July, while SMS support will enter private beta in the second half of 2025.

Twilio’s updated Segment CDP now includes a redesigned Journeys system within Twilio Engage, featuring event-triggered workflows, contextual payloads, improved scalability, and deeper integration with SendGrid and Twilio SMS. The platform also introduced two new preferred partners—Amplitude for digital analytics and Attribution App for multi-touch marketing tracking—who will collaborate with Twilio Segment’s sales teams.

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