Rich Communication Services (RCS) is a protocol for Programmable Messaging that elevates the traditional SMS experience by adding more dynamic communications. With RCS, businesses can engage in richer conversations that include multimedia content, read receipts, branded sender IDs, rich media, and interactive content that significantly enhance engagement. RCS Business Messaging is set to expand to Singapore, Indonesia, Australia, Japan, and South Korea in 2025.
Twilio Flex Enhancements
Twilio Flex, the customizable contact center platform, is getting even more powerful. Whether you're building customer support systems or sales outreach programs, Flex's expanded capabilities are a game-changer, offering highly personalised experiences at every touchpoint.
One of these features is Unified Profiles on Flex. It consolidates real-time data from multiple systems to provide a comprehensive view of each customer. Your agents can view this detailed information for each customer before accepting a task and while helping the customer.
Another feature is the Agent Copilot, which leverages AI to enhance agent interactions during and after customer conversations. By utilizing structured customer data, it aids agents in understanding their customers better and streamlines the wrap-up process.
Twilio's emphasis on personalisation doesn't stop at customer interaction -- it extends to how we, as developers, can craft these experiences. Think: more control, more customization, and more options to integrate with the tools we already love.
CustomerAI's Expanding Role
Since its launch, Twilio CustomerAI has been a hot topic, and SIGNAL Singapore gave us a deeper look into its future. The potential for AI-driven personalisation is no longer theoretical. Twilio is delivering it today, allowing us to integrate advanced analytics and machine learning into our communication flows effortlessly.
The most exciting part? The ability to tap into rich, contextual customer data to craft messages that feel truly human, even when automated. Imagine sending the right message, at the right time, to the right person -- every single time. Twilio's AI tools are making that a reality, allowing developers like us to focus on building seamless, meaningful customer journeys rather than worrying about the complexity behind them.
Genuine connections
Twilio is transforming communication into genuine connection, a theme evident in every keynote and demo on stage. Developers are at the forefront, crafting solutions that turn disconnected interactions into cohesive, personalised experiences.
During the event, there were a multitude of engaging demos, each highlighting the capabilities of Twilio. Among these, two presentations showcased their unique AI integrations. In a session I ( Anthony) led, I showed the integration of OpenAI's Realtime API with Twilio Media Streams. This demo featured an AI-powered customer support agent capable of engaging in real-time conversations with customers calling about their flight booking. The AI agent efficiently answered questions, demonstrating how airlines can leverage AI to scale their customer service operations by handling multiple calls simultaneously.