Twilio, the leading customer engagement platform, announced a multi-year strategic partnership with Microsoft on Thursday to accelerate the adoption of conversational AI solutions across businesses worldwide.
The collaboration, revealed at the Twilio SIGNAL conference, promises to empower more than 10 million Twilio developers alongside thousands of Microsoft-managed customers to build the future of AI-driven customer interactions.
Conversational AI allows computers to understand and respond to human interactions naturally using advanced natural language processing (NLP) and machine learning, transforming how companies engage with customers.
However, businesses have often faced hurdles, including limited accuracy due to incomplete data and challenges in scaling pilot projects because of legacy system constraints.
The Twilio-Microsoft partnership leverages Twilio’s expertise in communications and AI with Microsoft Azure AI’s enterprise-grade, secure, and global infrastructure to address these challenges and drive wider conversational AI adoption across industries.
“Every interaction between a business and its customers is an opportunity to build loyalty and trust, and those interactions have been drastically improved by AI,” said Inbal Shani, chief product officer at Twilio.
They plan to develop AI-powered multi-channel agents, tools to assist live customer service agents, and multi-modal solutions that seamlessly blend voice and text communications. These innovations, built on Microsoft Azure AI Foundry and Twilio’s comprehensive engagement platform, aim to transform digital customer interactions.
“Azure AI Foundry enables customers to confidently scale AI, including AI agents, across their organisation with our enterprise-grade technologies and best practices that help manage risk, improve accuracy, protect privacy, reinforce transparency, and simplify compliance,” said Asha Sharma, corporate vice president of Azure AI Platform at Microsoft. “Combined with Twilio’s communications and data capabilities, this partnership creates a vital connection between businesses and their customers.”
Alongside the partnership announcement, Twilio revealed new conversational AI innovations, including ConversationRelay—enabling developers to build natural voice AI agents with cutting-edge speech recognition and expressive voices—and Conversational Intelligence, which converts calls and messages into actionable data to improve customer service.
