Twilio Autopilot looks to simplify contact center AI
Twilio has released a platform to help developers build AI chatbots and voice assistants for use in the contact center. The vendor will go head to head with tech giants, including Amazon and Google, in the growing market for cloud-based AI tools.
Twilio Autopilot aims to simplify the process of building conversational AI interfaces, including chatbots, interactive voice response (IVR) systems, and apps for Amazon Alexa. The platform relies on natural language understanding and machine learning technologies.
Developers could use the platform to build bots for routing customer inquiries to agents, or for handling basic queries without the need for human intervention. The offering goes hand in hand with the release this month of Twilio Flex, the vendor's first prebuilt cloud contact center platform.
Twilio Autopilot lets developers deploy contact center AI bots to nearly any communication channel without having to write separate sets of code for each. Those channels include voice, SMS, web chat, Facebook Messenger, WhatsApp, Line, Amazon Alexa and Google Assistant.
Twilio's approach bifurcates the process for building AI bots, separating substance from style. First, a developer would use Autopilot to teach a bot how to handle a range of customer inquiries. Later, the developer would use basic stylesheet HTML codes to personalize that bot, picking a voice tone and writing custom greetings and responses.
Customers will pay Twilio based on the volume of voice and text communications handled through Autopilot. A beta version of the platform is available now through Twilio Console, which is hosted in the Amazon Web Services cloud.
Vendors embrace contact center AI in 2018
The AI use cases promised by Twilio Autopilot are nothing new. Virtually every leading contact center vendor and public cloud provider has made acquisitions or product announcements within the past year related to applying AI to customer relations.
But Twilio has a track record for disruption. The company has attracted more than 2 million developers since 2008 by offering APIs and drag-and-drop tools that simplify the process of building communication workflows.
Twilio Autopilot will compete with similar AI platforms from Amazon Web Services and Google, two consumer vendors that have recently set their sights on the enterprise contact center market.
Google released in July a contact center AI platform for building virtual agents, assisting human agents and running analytics. The company has already inked deals with several leading contact center vendors to deliver those APIs to businesses -- including Twilio.
Meanwhile, Cisco, Genesys, Avaya, Five9 and others have taken steps to add preconfigured, customizable AI bots to their contact centers over the past year. Such technology is still in the early stages of usefulness, but contact center vendors are convinced that AI is the future.
Businesses see contact center AI as a way not only to improve customer service but also to save money, by hiring fewer agents, said Jon Arnold, principal of Toronto-based analysis firm J Arnold & Associates.
"Twilio is trying to make this as developer-friendly as possible," Arnold said. "But AI, I still think, is pretty early days and this stuff is still at a pretty basic level of utility."
Industry: Unified Communication news
- Contract (outside) Cyber Incident manager – current SC clearance ESSENTIAL
- United Kingdom
Contract (outside) Cyber Incident manager – current SC clearance ESSENTIAL Outside IR35 Client facing (Remote UK) with occasional site visit. Must have current Cyber incident response / management experience. Both proactive planning, escalation, coordination and coordinating response. Stakeholder engagement both technical and non technical teams. Prior experience with Technical incident / digital forensics / crisis management. Immediate role.
- Tenable Vulnerability Analyst - CONTRACT outside IR35. SC cleared.
- United Kingdom
6 month rolling contract Outside IR35- immediate start. Threat and Vulnerability Analyst. Tenable.sc experience needed. The ability to deploy agent, configure environments, run active and passive scans, produce reports and prioritise remediation activities based on output Current and ACTIVE SC clearance is required
- ForgeRock Consultant
- £600 per day
ForgeRock Consultant required for 6 Month Contract (with potential to extend) Outside IR35, Must be willing to work Europe hours (GMT+1) This is a remote position, Looking for a lead ForgeRock Technical Consultant with strong experience of ForgeRock to lead the next phase of deployment. Good understanding of ForgeRock Directory Services. · Responsible for the design and implementation of ForgeRock stack · Install and configure ForgeRock stack to meet customer authentication and authorization requirements, · Design and implement OAuth2 protocol using ForgeRock OpenAM, · Design and develop OpenAM custom authentication modules, · Configure ForgeRock stack to protect RESTful API, · Troubleshoot and support ForgeRock IAM stack. · Designed and developed Restful APIs, This is a great project with an expanding ForgeRock Partner, where you will get to work on some high level deployment projects We are looking for someone with the above experience, who is comfortable hitting the ground running and taking on the reins mid project
- Network Security Engineer
- €550 a day
German- based contract opportunity This is an onsite based position, we would need the Network Security engineer to be able to work on the client site 5 days a week Seeking an experienced Network Security Engineer for a leading technology company. Strong expertise in firewall/IPS solutions, proxy solutions, and certificate management is required. Good hands-on experience in networking and web-related technologies necessary. Strong problem-solving skills and the ability to work under pressure are essential. we are looking for a Network Security Engineer with the following experience: · Expertise in Administration, Management & Troubleshooting of Firewall / IPS solutions / Proxy solutions/Certificate Management Solutions · Good Hands-on Experience on security devices (PaloAlto/ /McAfee Proxy/CISCO ISE/Certificate Management) · Good Hands-on Experience in Networking with skills of switching, routing & wireless Technologies · Familiarity with web related technologies (Web applications, Web Services, Service Oriented Architectures) and of network/web related protocol · Configuration of NAT / PAT, firewall policies, profiling, objects, AD-Integration, backup – restore · Knowledge of Subnetting TCP/IP Communication, VLSM Configuration of VLAN VTP · Configuration of Routing Protocols e.g. RIPv1 & v2, OSPF, EIGRP, BGP Knowledge of standard and extended ACL 12 month contract