BUSINESS TECH | Twilio unveils AI customer engagement platform at SIGNAL 2026
The announcement comes as businesses increasingly adopt AI agents and conversational systems to handle customer service, support, and transactions.
Twilio introduced new platform capabilities designed to support AI-driven customer engagement during its SIGNAL 2026 conference in San Francisco on May 6.
The cloud communications company said the new platform combines persistent memory, real-time context, and orchestration tools intended to unify customer interactions across voice, messaging, email, and AI systems.
The announcement comes as businesses increasingly adopt AI agents and conversational systems to handle customer service, support, and transactions.
Twilio unveiled four new platform components: Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect.
According to the company, Conversation Memory stores customer history and preferences across channels, while Conversation Orchestrator manages handoffs between AI systems and human agents. Conversation Intelligence uses generative AI to analyze conversations in real time, and Agent Connect links AI models directly to Twilio’s voice and messaging infrastructure.
“The agentic era is here. Agents are joining conversations alongside the people they represent, and modern customer engagement requires an infrastructure that serves both equally,” said Twilio Chief Executive Officer Khozema Shipchandler.
The company said the new capabilities are generally available starting May 6.
Twilio also redesigned its management console, adding a new workspace called Workbench and an integrated AI assistant aimed at simplifying product testing, billing, and communications management.
Additional announcements included the general availability of Twilio Email, built on SendGrid technology, updates to its Voice AI tools, support for Apple Messages for Business in private beta, and a public beta for EU-based SMS data residency.
Research and analytics firms also commented on the company’s direction.
“At the center of the CPaaS, CCaaS, CDP, and AI convergence, Twilio is redefining what a Customer Engagement Platform looks like,” said Mila D’Antonio, principal analyst for customer engagement at Omdia.
Twilio said companies including Centerfield, Constellation Dealerships, and Car Finance 247 participated in private beta testing of the new platform features beginning in January 2026.
SIGNAL 2026 runs from May 6 to 7 in San Francisco and features speakers from companies including Nestlé, Rivian, Stripe, and the PGA of America.
————————————————————————-
TEN YEARS OF TECHSABADO!
PLEASE LIKE our FACEBOOK PAGE and SUBSCRIBE to OUR YOUTUBE CHANNEL.
WATCH TECHSABADO ON OUR YOUTUBE CHANNEL:
WATCH OUR OTHER YOUTUBE CHANNELS:
PLEASE LIKE our FACEBOOK PAGE and SUBSCRIBE to OUR YOUTUBE CHANNEL.
