Twilio today at its SIGNAL user conference launched Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect to turn disparate interactions into continuous, intelligent, and personal conversations across humans, agents, and systems.
"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 Khozema Shipchandler, CEO of Twilio, in a statement. "Twilio's new platform is the foundational infrastructure layer that makes every conversation persistent, contextual, and actionable, ensuring interactions feel like part of one continuous relationship."
Twilio's platform updates include the following:
- Persistent memory across every interaction;
- Real-time context that travels with the conversation; and
- Intelligent orchestration across every channel and every participant, human or AI.
"Most brands still treat every conversation with a customer like it's the very first one," said Inbal Shani, chief product officer and head of R&D at Twilio, in a statement. "Twilio is changing that at the infrastructure layer, so every business built on Twilio can remember, learn, and respond like they actually know their customers."
Brand new capabilities enabling these context-rich conversations include the following:
- Twilio Conversation Memory, which delivers persistent memory across every interaction by extracting and maintaining customer history, preferences, behavior, and conversation state across every channel. Conversation Memory helps every conversation pick up where the last one left off with the right context.
- Twilio Conversation Orchestrator, which turns individual calls and messages into a single, continuous conversation. A unified layer for multichannel, multi-agent engagement, Conversation Orchestrator delivers routing, escalation, state management, and seamless handoffs between humans and AI.
- Twilio Conversation Intelligence, which leverages generative AI language operators to turn live conversations into actionable, real-time intelligence that enhances human agents and triggers immediate actions like automated workflows across voice and messaging channels.
- Twilio Agent Connect, which brings businesses' AI agents and models directly to Twilio's voice and messaging channels for real-time conversations. A self-hosted, model-agnostic, open-source framework, Agent Connect helps handle real-time voice streaming, session and identity management, and agentic integrations.
Twilio also introduced a completely redesigned Twilio Console, which serves as the front door for customers, giving them a single place to log in, navigate products, and manage communications workloads. This evolution introduces Workbench, a specialized workspace for developer productivity, alongside an integrated AI assistant for real-time support.
In addition to new platform building blocks, Twilio today announced the following:
- Twilio Email in the new Twilio Console, a streamlined email capability built on SendGrid technology.
- Voice AI Updates Conversation Relay is receiving significant updates, including Payment Card Industry (PCI)-compliant Voice workflows, native integration of Deepgram's real-time speech-to-text model, Flux, for semantics-aware smart turn detection, and Conversation Relay Insights for programmatic API access to latency and quality analytics.
- Provider for Apple Messages for Business, using the native Messages app already on iPhone, Mac, or iPad. As a provider for AMB, Twilio acts as the official bridge connecting consumers with businesses, enabling orchestration of AI agents, rich content, and support all in one place.
- Stripe Projects Launch Partner, enabling developers and AI agents to seamlessly provision Twilio within Stripe Projects alongside other services in a single, programmable CLI workflow, complete with centralized billing and streamlined credential management.