Singapore \u2013 Twilio has unveiled a set of new platform capabilities aimed at supporting customer engagement in what it describes as the \u201cagentic era,\u201d where both human and AI agents participate in customer interactions. The announcement was made during the company\u2019s SIGNAL user conference on May 7.<\/p>\n
The new features\u2014Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect\u2014are designed to help businesses manage continuous conversations across channels while retaining context from past interactions.\u00a0<\/p>\n
According to the company, the tools aim to transform fragmented customer engagements into persistent and context-aware conversations involving humans, AI agents, and enterprise systems.<\/p>\n
\u201cThe agentic era is here. Agents are joining conversations alongside the people they represent, and modern customer engagement requires an infrastructure that serves both equally,\u201d said Khozema Shipchandler, Chief Executive Officer at Twilio. \u201cTwilio\u2019s new platform is the foundational infrastructure layer that makes every conversation persistent, contextual, and actionable \u2013 ensuring interactions feel like part of one continuous relationship.\u201d<\/p>\n
Platform capabilities for contextual conversations<\/p>\n
Twilio said businesses often face challenges when customer interactions occur across multiple channels without shared context, forcing customers to repeat information each time they interact with a different support channel or agent.<\/p>\n
The company said its platform updates are designed to address these issues by providing persistent memory across interactions, real-time context that follows conversations across channels, and orchestration tools that manage both human and AI participants.<\/p>\n
According to Twilio, the new components include Conversation Memory, which stores customer history and preferences across interactions; Conversation Orchestrator, which manages routing and transitions between channels and agents; Conversation Intelligence, which uses generative AI to analyse live conversations and trigger workflows; and Agent Connect, an open-source framework that links AI agents directly with voice and messaging channels.<\/p>\n
\u201cMost brands still treat every conversation with a customer like it\u2019s the very first one,\u201d said Inbal Shani, Chief Product Officer and Head of R&D at Twilio. \u201cTwilio is changing that at the infrastructure layer, so every business built on Twilio can remember, learn, and respond like they actually know their customers.\u201d<\/p>\n
Industry analysts say the move reflects a broader convergence of technologies supporting customer engagement.<\/p>\n
\u201cAt the center of the CPaaS, CCaaS, CDP, and AI convergence, Twilio is redefining what a Customer Engagement Platform (CEP) looks like\u2014one that remembers, adapts, and orchestrates across every touchpoint. That combination of vision, execution, and ecosystem leverage is what solidifies Twilio\u2019s place at the top of the category,\u201d said Mila D\u2019Antonio, Principal Analyst for Customer Engagement at Omdia.<\/p>\n
Updated console and additional integrations<\/p>\n
Alongside the platform updates, Twilio also introduced a redesigned console intended to provide a central interface for managing communications workflows. The console includes a developer workspace called Workbench and an integrated AI assistant for real-time support.<\/p>\n
The company also announced additional updates, including the general availability of Twilio Email, built on SendGrid technology, as well as new Voice AI capabilities such as Payment Card Industry-compliant voice workflows and integrations with speech recognition models from Deepgram.<\/p>\n
Other updates include a public beta for EU data residency for SMS services and a private beta enabling Twilio to act as a provider for Apple Messages for Business.<\/p>\n
Twilio also confirmed its participation in Stripe Projects, allowing developers and AI agents to provision Twilio services directly within Stripe\u2019s programmable command-line workflow.<\/p>\n
Early customer and partner feedback<\/p>\n
The platform capabilities have been in private beta since January 2026 and have been tested by several customers and partners.<\/p>\n
\u201cFor Centerfield, performance comes down to how well every interaction moves a customer forward. We\u2019re capturing each conversation in real time and applying what we already know about the customer to guide our agents and AI systems in the moment. With the Twilio Platform, including Conversation Orchestrator, Conversation Memory and Conversation Intelligence, we can see what\u2019s driving conversations so we can standardise what works, eliminate what doesn\u2019t and continuously improve outcomes at scale.\u201d \u2013 Aniketh Parmar, Chief Technology Officer, Centerfield.<\/p>\n
\u201cTwilio\u2019s vision for orchestrating context-rich conversations fundamentally redefines customer engagement, turning every interaction into a seamless and deeply personalised journey. At Ciptex, we are excited to help our customers leverage these innovations to drive smarter, more meaningful connections at a scale that was previously unreachable.\u201d \u2013 Tom Kharchi, Chief Revenue Officer, Ciptex.<\/p>\n
\u201cWe are thrilled to introduce a transformative solution poised to redefine our industry and extend our global footprint across all Constellation dealerships. The value of this partnership is evident\u2014our team progressed from evaluating Twilio\u2019s agent infrastructure to realising measurable outcomes within days. This rapid speed-to-value exemplifies the agility and innovation required to propel the dealership industry into the future.\u201d \u2013 Richard Pineault, Director of R&D, Constellation Dealerships.<\/p>\n
\u201cMeera.ai has partnered with Twilio since our inception to champion a conversation-first future for commerce. As the industry shifts toward real-time LLM-enabled interactions, Twilio\u2019s platform and the new Conversations products will help us reach customers in the moment. We\u2019re proud to scale this mission alongside Twilio.\u201d \u2013 Vivek Zaveri, Chief Executive Officer, Meera.ai.<\/p>\n
Future development plans<\/p>\n
Twilio said it plans to further expand the platform\u2019s capabilities to address authentication, identity verification, governance, and observability as AI agents increasingly act on behalf of users and businesses.<\/p>\n
\u201cTwilio\u2019s latest platform capabilities deliver a trusted infrastructure layer for conversations; one that makes them contextual, persistent, and personal across every channel and participant, human or AI,\u201d said Paul Nashawaty, Principal Analyst at theCUBE Research. \u201cThat foundation is increasingly critical as conversational AI scales, with 85% of consumers already interacting with AI agents in recent months and 68% expecting seamless, consistent experiences across channels, forcing enterprises to unify communications, data, and intelligence into a single, interoperable engagement layer.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"Singapore \u2013 Twilio has unveiled a set of new platform capabilities aimed at supporting customer engagement in what…\n","protected":false},"author":2,"featured_media":30754,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[179,405,25,7537,6510,19937,19938,19939,3204],"class_list":["post-30753","post","type-post","status-publish","format-standard","has-post-thumbnail","category-agentic-ai","tag-agentic-ai","tag-ai-agents","tag-artificial-intelligence","tag-artificial-intelligence-agents","tag-customer-engagement","tag-inbal-shani","tag-khozema-shipchandler","tag-messaging","tag-twilio"],"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/30753","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=30753"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/30753\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/30754"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=30753"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=30753"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=30753"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}