How Twilio is transforming customer communication with AI

Summary

Title: How Twilio is Transforming Customer Communication with AI
Podcast: Insights Unlocked
Host: UserTesting
Guest: Andy O'Dower, Vice President of Product Management at Twilio
Release Date: February 3, 2025

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1. Introduction

In this episode of Insights Unlocked, hosts Nathan Isaacs and Michelle Engel welcome Andy O'Dower, Vice President of Product Management at Twilio. The conversation centers on the transformative role of artificial intelligence (AI) in revolutionizing customer communication. Listeners are treated to an in-depth discussion on personalized real-time experiences, the evolution of autonomous agents, and the critical importance of trust and privacy in modern digital interactions.

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2. Guest Introduction

Andy O'Dower brings a wealth of experience to the table, with a background in scaling platforms and managing both B2B SaaS and B2C products at companies like Wowza, Snapsheet, and Curiosity. As Twilio's Vice President of Product Management for Voice, Video, and Flex, Andy is tasked with driving innovation in customer engagement through advanced communication solutions.

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3. Overview of Twilio and Its Platform

Andy begins by providing a comprehensive overview of Twilio, highlighting its journey over the past 16 years from inception to becoming a global leader in customer engagement platforms.

"Twilio just celebrated our 16th birthday... It's a customer engagement platform to really drive personalized real-time experiences and communications for brands at a global scale."
— Andy O'Dower [01:55]

Twilio simplifies complex communication systems into user-friendly APIs, enabling businesses to integrate various channels—such as email, messaging, voice, video, and platforms like WhatsApp—into their applications. This ensures that communications are not only effective but also personalized and seamless for end-users.

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4. Andy O'Dower’s Role and Twilio’s Strategic Focus

Delving into his role, Andy emphasizes Twilio's core values: trusted, simple, and smart. These principles guide the development and enhancement of Twilio’s products to meet the evolving needs of both businesses and consumers.

"At the heart of it we have a saying, wear the customer shoes... How can we make our products better, easier, faster?"
— Andy O'Dower [04:49-05:26]

Andy discusses the importance of maintaining a reliable and scalable platform while leveraging AI to automate communications, detect fraud, and uncover new revenue opportunities. His team collaborates closely with design, engineering, and customer communities to ensure that Twilio's offerings remain at the forefront of innovation.

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5. The Transformation of Customer Support through Conversational AI

The conversation shifts to the impact of conversational AI on customer support. Andy highlights how AI is poised to disrupt the industry by automating routine tasks, thus allowing human agents to focus on more complex and impactful interactions.

"The technology has really caught up with a lot of brands' ambitions... We're seeing AI really disrupt... amazing generative AI voices that can build out personalized virtual agents."
— Andy O'Dower [10:57-11:40]

He contrasts traditional Interactive Voice Response (IVR) systems with modern AI-driven solutions that offer more intelligent and data-driven interactions. This shift not only enhances efficiency but also significantly improves customer satisfaction by providing more responsive and personalized support.

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6. Enhancing Customer Experience with Voice AI

Andy delves deeper into Voice AI, emphasizing its foundational role in Twilio’s product suite. He explains how Twilio transforms transient voice interactions into structured data that can be analyzed and acted upon.

"We have nutrition labels... Here's what are the models behind these things, powering what you might be using... We share that combined with showing the more richness in the contextual data."
— Andy O'Dower [25:02-25:54]

Twilio’s Voice Intelligence product aggregates recordings, transcriptions, and language analysis, enabling features like sentiment analysis and next-best-action recommendations. This comprehensive approach ensures that voice interactions are not only recorded but also understood and utilized to enhance subsequent customer engagements.

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7. The Future of Autonomous Agents in Customer Interaction

Looking ahead, Andy envisions a future where autonomous agents play a pivotal role in both consumer and business interactions. These agents leverage enriched customer data to provide seamless and efficient service experiences.

"You have consumer type autonomous agents and autonomous agents on the business side... Unified profile to make it easy to get the best of customer data platform."
— Andy O'Dower [20:12-21:46]

Integrating Twilio’s acquisition of Segment, Andy discusses the creation of unified customer profiles that empower autonomous agents to deliver highly personalized and effective communications. This integration is key to enabling agents to understand customer behavior deeply and act accordingly to resolve issues swiftly.

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8. Ensuring Security, Trust, and Privacy in AI-driven Communications

Andy underscores the paramount importance of security and privacy in AI-driven communications. Twilio incorporates privacy by design across all its products, ensuring that customer data is handled with the utmost care.

"All of our products have privacy baked in... access control, encryption, those types of things are just table stakes."
— Andy O'Dower [23:35-23:59]

He introduces Twilio’s innovative "nutrition facts" labels for AI models, enhancing transparency about the underlying technologies powering customer interactions. This initiative aims to build and maintain trust by openly sharing the data models and methodologies used, thereby safeguarding personal information and ensuring compliance with privacy standards.

"It takes a long time to build trust and it only takes one big scary moment to erode trust."
— Andy O'Dower [26:25]

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9. Conclusion and Resources

As the discussion wraps up, Andy directs listeners to Twilio’s comprehensive resources available on Twilio.com. These resources include documentation, tutorials, blueprints, and community forums designed to help developers and businesses harness Twilio’s platform effectively.

"Twilio.com is the place to go... you can sign up... it's usage-based and cost-effective."
— Andy O'Dower [26:50-27:53]

Michelle Engel concludes the episode by expressing gratitude to Andy for his insightful contributions, emphasizing the value of leveraging AI to transform customer communications.

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Key Takeaways:

• Twilio’s Mission: Empower businesses to deliver personalized and effective communications across multiple channels.
• AI Integration: AI is central to automating customer support, enhancing voice interactions, and enabling autonomous agents.
• Security and Privacy: Twilio prioritizes privacy by design, ensuring secure handling of customer data through robust protocols.
• Future Innovations: Continued experimentation and integration of advanced AI models to further enhance customer experience.

For more insights and detailed discussions, listeners are encouraged to visit usertesting.com/podcast for show notes, curated clips, and additional resources.

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This summary encapsulates the key points and insights from the conversation between Andy O'Dower and the hosts, providing a comprehensive overview for those who haven't listened to the episode.

Transcript

[Nathan Isaacs]

Welcome back to the Insights Unlocked podcast. In this episode, we're chatting with Andy O'Dower, vice president of product management at Twilio, about how AI is revolutionizing customer communications. Andy dives into everything from creating personalized real time experiences to the future of autonomous agents and the importance of trust and privacy in today's digital world. If you're curious about how technology is reshaping customer engagement, then this episode's for you. Enjoy the show.

[Michelle Engel]

Welcome to Insights Unlocked, an original podcast from User Testing where we bring you candid conversations and stories with the thinkers, doers and builders behind some of the most successful digital products and experiences in the world, from concept to execution.

[Nathan Isaacs]

Welcome to the Insights Unlocked podcast. I'm Nathan Isaacs, Senior Manager for Content Production at User Testing and joining us today as host is Michelle Engel, User Testing's Chief Product Officer. Welcome to the show, Michelle.

[Michelle Engel]

Great, it's great to be here. Hi everyone.

[Nathan Isaacs]

And our guest today is Andy O'Dower. Andy is Twilio's Vice President of Product Management for Voice, Video and Flex. Andy possesses a rich blend of entrepreneurial, technical and business expertise. He has founded and scaled platforms as well as B2B SaaS and B2C products, serving thousands of customers and millions of consumers at companies like wowza, Snapsheet and Curiosity. Welcome to the show, Andy.

[Andy O'Dower]

Thanks for having me. Great to be here.

[Michelle Engel]

So, Andy, thank you for joining us. I am looking forward to the conversation today and I was thinking to get us started, why don't you give us a quick overview of what Twilio is and how the platform is used by businesses to enhance customer communication and experience.

[Andy O'Dower]

Sure. Thanks for having me again. Yeah, if you think about it, and Twilio just celebrated our 16th birthday, if you will, from conception 16 years ago to the really massive global scale that Twilio operates. If you think about it, the messages that you might get from a business, you want them to be personalized, effective and that's really what Twilio does. It's a customer engagement platform to really drive personalized real time experiences and communications.

For brands at a global scale.

So if you think about it, we've built this, this solution to a really.

Difficult problem for businesses that need an easy way to communicate with their end customers and consumers. They need a big trusted platform that navigates every channel from email, messaging, voice.

Video, over the top channels like WhatsApp as well, and need that to just.

Work and be simple, to be able to access.

They need all the contextual data to.

Be able to serve those Communications to make them personalized.

So you and I and others on.

The receiving end of any of those.

Have a really delightful experience. And then you know, we've got a massive ecosystem of developers that was really.

At the heart of the company founding.

Was making it easier to take all.

Of these big complex communication systems and make them very simple APIs for developers.

And builders to build them into their.

Applications and reach customers and consumers.

And so you might see them in your everyday life of onboarding to, you know, the latest mobile app that you.

That you downloaded and authenticating and making.

Sure you're sharing with the business who.

You are and they know who you are.

Very simple things like your one time password that you might get from, from a business to email marketing and promotions that you might get are the, you know, ever important transactional things that, you know, money's in your bank, you know, your packages arriving on time to conversational. And that's really where, you know, we.

Play into that sales and customer service.

So from everything from authenticating and security.

To marketing promotions to sales and customer.

Service, you can kind of picture that.

Whole customer life cyc that you might.

Have with a business and then as.

A builder that you have with your end consumers.

Twilio is right at the heart of.

All of those communications there for context.

So massive, massive scale and a great company to be a part of that as communications is changing and shifting with AI at the forefront where we are right now. So it's a great place to be.

[Michelle Engel]

Amazing. That's a great overview. Thanks. Could you also tell us a bit about your role at Twilio? What are your main responsibilities? How does your team contribute to improving CX through Twilio's voice, video and Flex products?

[Andy O'Dower]

Sure. So at the heart of it we have a saying, wear the customer shoes.

As part of our Twilio values and Twilio magic.

And at the end of the day my job really distills on how do I help my team and our company. My team of product managers, leaders, directors, work with our core design partners, core engineering partners, architecture and our customers and developer community to deliver the right product to the customers at a really big scale. And so that really distills down into understanding what these end consumers need and.

What our businesses need.

So what are those jobs to be done?

How are they really trying to reach their customers?

At the end of the day, how.

Can we make our products better, easier, faster?

We've really honed in on this idea of trusted, simple and smart layers.

So how that relates to product management.

Is Going into our whole platform that's grown over the years to hundreds of.

Thousands of customers, tens of millions of developers to ensure are all our communications trusted?

At the end of the day we all want to make sure that all.

The communications are trusted. And that can mean many things. That can mean reliability and scale over the platform, that can mean introducing things.

Like branded calling in the voice platform for example. So and consumers know who is the.

Business that's reaching out to them and that relates into messaging and email as well.

Then you know, if we think about.

Simple, then what are those ways that.

We can simplify a depth and breadth of product offerings that we have and APIs over the years to continue to.

Introduce that magic moment, that wow moment that a builder comes to Twilio and.

Says wow, that was super simple, super easy and powerful. I want to go tell my team, look what we can do with the.

Power of Twilio at that simple layer.

And so over time with a 16.

Year old business, those types of complexities.

Start to add up and those features and capabilities start to add up.

So in some cases it's how do.

We edit down and really simplify and.

Really stay true to that Twilio magic.

Moment, that aha moment of getting a product up and running.

And then that smart layer is really.

Thinking through how we leverage AI for.

A lot of the automated communications that we see happening.

How can we help our customers identify fraud faster with AI models, save on.

Cost with automated AI agents and things.

Like that and then also then find.

More areas to drive revenue of opportunity.

Where communications could be improved and more sales could be generated by leveraging some of the AI. So as we go through kind of.

The portfolio, I've led the voice product.

Team since I started about four years ago and I, I was a longtime customer of Twilio before that. That's really global scale consumers back to businesses critical, you know, make or break moments when they reach out to a business, how do they get their need addressed?

And that can happen in a variety of ways.

And so really making sure that that global platform is stable up and running, you never even worry about the quality of a call you're going to have globally. And then you start thinking about all the other capabilities that you can do.

On top of it of recording, transcribing.

Speech recognition, V back in a automated virtual agent scenario for those types of things. And then on the video side of things too, we've got a big telemedicine.

Healthcare, education, financial services component where it's.

A small room, usually a One to one type scenario and embedded in a customer's application. So it's very seamless. Customers and a telemedicine patient for example, doesn't have to hop out to a, you know, a third party call or.

A zoom call or Microsoft Teams or.

Something else like that. They stay in that applic of their, of the business or the healthcare provider that they're dealing with, for example, making.

Sure that type of stuff just works. And then as you get into the.

Flex environment, a contact center as a service, we just see contact centers really being disrupted left and right.

And our approach again is to build.

A platform where builders can embed these.

Contact center capabilities like automated virtual agents.

And agent copilots right into their applications.

So they can really scale, they can automate a lot of areas of customer service. And then when they do have these.

Critical make or break moments with consumers and their agents that they're super agents and so we empower them and so happy to share more about that.

But that's kind of the depth and.

Breadth of this big communications business. And these three that I lead and then really ensuring that you know, trusted, simple, smart are these, this ethos that really blends into our product development and.

Then at the other side is ensuring.

That we leverage our position of just communication is hard. You know, Twilio has built out that.

Infrastructure for our customers.

Data is hard to know.

Who am I talking to? What, who are these customers that I.

Can personalize experience and then leveraging, leveraging.

AI as well to enhance that.

That's kind of the other layer, three layer of, of communications, data and AI that we, that we look at. That is just in my day to day, all day, every day as we build products.

[Michelle Engel]

Makes sense. I think as we build products the trusted, simple, smart and then you also said better, faster, easier, great mantras for lots of our listeners to be thinking about as they're leading their teams. So you mentioned AI, so let's explore that for a little bit. I know it's top of mind for a lot of folks who listen to the podcast. How do you see conversational AI transforming customer support and engagement in the coming years? And where do you see opportunities or challenges for brands as they look at how they adopt more AI driven interactions?

[Andy O'Dower]

Yeah, I think overall this space, this industry is really, really ripe for disruption. Particularly over the last two years the.

Technology has really caught up with a lot of brands ambitions.

And by that I mean you've got.

A large amount of interactions, especially in.

The contact center space that you have.

Agents handling all Day, every day, certain levels of lower level complexity type tasks.

And they really want to be doing.

More complex and bigger, more impactful things. That happens to be that area where.

We'Re seeing AI really, really disruptive. So in that sense you've got amazing innovations that have happened in things like speech recognition. And that's a really key piece. That's, that's AI driven there.

And then you've got really amazing generative.

AI voices that, on the other side.

So you can build out these experiences that are really highly personalized.

Contact center virtual agents to answer many.

Of the customer support queries that might.

Come in from a large volume of.

Consumers at any given time. And if you think about as consumers.

We want things to, when we have.

Those make or break moments, we want.

Things to get done really quickly. We want that agent that has the.

Most knowledge about us and our behavior.

Again, that contextual data, they understand us, they hear what we're saying on that.

On that side of things, and then.

They can actually take action and resolve.

Any type of situation as fast as possible.

So if you kind of take that just archetype of this super agent, then.

You start to have the technology that can do it. You know, you can bring the data. The second a customer calls in, for example, they know it's Andy, they know.

It'S me, they know my purchase history and my lifetime value and probably what I'm having problems with because I've been, you know, trying to do a forgot.

Password on a big purchase to try.

To complete my cart purchase in a, in that type of example.

Or I'm a really hot lead because I, I need to get a new.

Mortgage and now I want to talk to somebody.

You know those types of scenarios where.

Now conversational AI can know all of that data. They can be able to hear me and understand me, they can respond quickly.

And they have all the knowledge in the world about the business and about the policies and about the product catalog.

And everything else like that. So we're starting to see, you know, timing is everything.

We're starting to see these things come.

Together where you know previously in old.

IVR worlds of interactive voice response of.

Press one for this, press two for that type thing. Maybe we'll kind of smartly intelligently route you to an agent that might be able to help you and then have to start all over again.

Those days are really over.

And I think that's where, you know, the, the things that Twilio's approach to this is, is being a builder platform. We have large, you Know, businesses that serve hundreds of thousands of customers in.

Their own right to meet small and medium sized businesses and sell software. So offering those solutions to them to then offer solutions to their customers that.

Might, you know, reach an end consumer at your local coffee shop or your local bike store or local realtor or something else like that really give these businesses the power that then also the big enterprises have because that's also a.

Big set of our customers too.

So I think it's really interesting as we're moving from this kind of black box technology, AI models over here, into bringing them really close to these voice.

Channels and messaging channels to be able.

To be really effective. And now, you know, kind of chatbots.

And agents being this representation of your.

Brand, you know, it could be your website was that reputation of your brand and social media is another outlet of your brand.

I think we're going to see more and more of these agents being a representation of your brand and handling many.

Many things that, you know, for a long time all of us, you know.

Got used to pointing and clicking and.

Waiting and emailing and waiting on hold and everything else like that where that doesn't have to be the case any longer. So it's super exciting right now.

[Michelle Engel]

Yeah, the ability to truly improve the customer experience. I mean I think that most folks would say when they're calling in to support their, their bar is pretty low. They've had their share of poor interactions and I think the potential to really transform that, make it so much better for the consumer is amazing. So you started to go into this. But let's talk a little bit about Voice AI and how that is unlocking new ways to engage with customers. How is Twilio enhancing CCX by using AI features like sentiment analysis or transcription? And what impact do you see these having on that customer satisfaction side?

[Andy O'Dower]

Sure, yeah. If you think about it, you know, Voice was the founding product that Jeff Lawson started the company with 16 years ago. That was the idea is essentially we know that Voice is, is a, is a critical customer business interaction. It's the way we've always communicated for millions of years. And so that's the easiest, fastest way, you know, back to those, those types of words.

Easiest, fastest, simplest way for us to communicate our needs.

And so, you know, really eliminating the.

Complexity, that type of thing to reach.

Consumers on a voice channel globally, anytime.

It was really the next logical move for us to move upstack and offer.

These things like real time transcriptions to turn this audio that previously was ephemeral. Phone hangs up all the Data goes away versus other channels that you track like crazy of clicks and everything else.

On a website and behavior. But then you don't do anything on.

The voice channel when those were the.

Make or break moments that you talk.

To a customer and consumer. So that's where we really started through both, both acquisitions and investment starting years and years ago to turn that, you know, that ephemeral audio into really good.

Structured data and first and zero party.

Data to be super helpful. So starting with a voice intelligence product that we, that we recently rolled out.

Which essentially bundles recordings, transcriptions and language.

Analysis which use both ours and also.

Open and closed source language models to.

Analyze that content all in one, all in one place.

So very quickly to a builder, all.

They have to do is just toggle it on a Twilio.com in their, in.

Their console and they turn it on and they go from this ephemeral audio.

To rich structured data that also can.

Do sentiment analysis and really tell you.

In the span of that last five.

Minute call that a consumer had, here's what they needed, their outcomes, the sentiment, the next best action for an agent or someone to be able to take.

All with good PII redaction. So you know, no personal information is.

Leaked both in a transcription or an audio playback file as well.

So you go from nothing to an.

Extremely rich data set to be able.

To then inform your agent on the other side.

So the next time around you can.

See how should we automate that call based on all this data that we have now. If you think about doing on one call and now think about doing it.

On, you know, literally tens of millions.

Of calls a day, how we can help our customers really build that out. And so we see that type of data as then foundational to inform you. Building out a conversational AI agent. So anyone that is building out these conversational AI agents, whether it be on.

The voice channel or others, you want to make it as smart about your.

Business and your catalog as possible. And you really want it to be.

Empathetic where your customer, you have your agents wear your customer shoes and know about them.

And, and so as we introduce these things, we partner with the best of.

In speech recognition providers and, and voice.

Providers that are out there.

That space is moving so quickly.

We view ourselves as, as bringing a.

Platform approach the best of this technology at any given moment and kind of.

Refresh your Twitter feed.

There's bigger, better, faster models all the.

Time that we doing that work for.

Our customers so they can come in.

And see that Twilio's abstracted all the crazy telecom away and now they're abstracting.

All the kind of paradox of choice.

Of picking speech recognition. Best of who are the best voices.

Out there that can be the voice of my brand that sound really, really human like. And then what are the right ways.

To hook this up to an LLM?

And I'm not really sure there. How do we abstract all the way from you so you can really think.

About what's the customer experience that I want to deliver, how do I plug.

This in, how do I integrate it.

Into my systems that I have, my.

Legacy Systems, maybe my CRMs, my databases.

My, you know, my data warehouses and things like that. So doing all of that work for our customers is what we really want to do is try to abstract that complexity so they can get up and running and solve problems.

[Michelle Engel]

Yeah, that's a lot of heavy lifting that you're taking on.

[Andy O'Dower]

Yeah.

[Michelle Engel]

How do you see the potential for autonomous agents shaping customer experience in the future? And what would maybe an ideal interaction with a virtual agent look like from the customer's perspective?

[Andy O'Dower]

Yeah, it gets really interesting and I think that as consumers too, again we want to have to do as little.

Effort as possible as we should to.

Get something accomplished with a business.

I think you'll see both autonomous agents from the consumer.

I, Andy, have my own agent to, you know, go to, go to website return product that I have, just take care of it, do it for me on that side. So you've got a consumer type autonomous.

Agent and that obviously can over time will know more and more about me. And it's very early stages for that type of thing. But then you're also interacting with autonomous.

Agents on the, on the business side as well. I think the, what gets interesting is.

Is the, is the data, this data.

Piece that is really critical and I think that the, the way we're approaching it. We've acquired a business called Segment about five years ago and it's a customer.

Data platform best of in industry.

And so we thought how do you bring best of customer data platform, best of CPaaS together to really make data.

Be the thing that makes this communication, this automated communication most effective because you.

Can have a generic autonomous agent and a generic autonomous agent on the, the customer side interact. You could be interesting. But you don't always get things accomplished.

Once you personalize that.

So we are launching unified profile to.

Make it really easy to get the best of customer data platform. So Andy's golden profile, if you will.

Always gets enriched by these communications to.

Make Those more effective.

So I think as you see those autonomous agents you've got, you've got this sense that they are able to know.

Everything about their own business, know as.

Much as humanly possible about you and then start to interact to get things accomplished faster. That we're early stage I think we're going to see more and more experimentation and then a lot of analytics and.

Testing like so for the listeners here of how do we study what's the user experience of these autonomous agents, what's the data that comes out on the other side of what was really effective.

Is going to be really interesting to see over the next couple of years and we'll continue to experiment and launch.

New cutting edge things.

We you know launched speech to speech conversational AI with a partnership with OpenAI. We're going to continue to to be.

A platform and partner with best of.

And continue to get those things to our developer customers so they can experiment on things like this. Just as much as that innovation happens, we want to be able to plug that into the Twilio infrastructure and make it accessible to our customers as fast as humanly possible.

[Michelle Engel]

Yeah, that experimentation and the art of the possible is unbelievable in terms of the work that you guys are doing.

[Andy O'Dower]

It's fun.

[Michelle Engel]

So with all of that cutting edge technology and all of that change feels like traffic trust and privacy are going to be paramount in how we create a positive customer experience, especially with voice based interactions. So what should organizations be doing to ensure a secure private handling of all of that data that's moving around?

[Andy O'Dower]

Yeah, it's exciting to see the demo of art of the possible and then say I want to take that straight.

To production right away for my business and my company.

And there's a lot of paths from that to production that you need to.

Really be thinking about. So some of our approach and this.

Is just with all Twilio products because.

We'Ve been at the heart of our.

Customers communication with their consumers since company founding is really baking in privacy into.

All of our products and really that.

Kind of idea of privacy by design and in anything that we're doing, whether it's messaging, email, voice calls that we are thinking about that because you're in that content of that of that call. So all the kind of standard protocols and procedures we have baked into our process so access, data control, encryption, those types of things are just table stakes.

For developing anything like this.

And a lot of strong privacy measures and reviews with all of our legal.

Team on building any product out there. And again with that idea of wearing your customer shoes and also wearing ourselves.

As the, you know, the customer chooses as consumers, what data do we want? Do we feel comfortable with being, being passed around? So, you know, Twilio's got very, very strong and robust policies around that privacy. So I think teams need to be.

Thinking about that from the outset and.

In some cases thinking about the, you.

Know, what's the worst case scenario that could happen in, in this and then.

You know, back back into all the solutions that you could bring. That's one piece. And we do bring a level of transparency to our customers. We launched as we really started getting.

More and more AI models, both internally and then with partners out to our customers. We called it nutrition Facts.

And you've got, you know, a trust and transparency ethos where, you know, we want to know what's in our food.

And so we have nutrition labels.

So we'd say, here's what are the.

Models behind these things, powering what you.

Might be using and really being transparent about that.

Because many cases you might get a result, especially in generative AI, where you'd.

Say, okay, what's what, what's causing that.

And, and what models behind that?

So we, you know, we share that back and I think, you know, we.

Share that combined with showing the more richness in the contextual data that we.

Can also help you bring, the better.

And more accurate these types of responses can be in the generative AI world. I mean, it's very simple.

You can do prompts on ChatGPT standalone.

And get an output and then you can give it a lot of data of personalized data and then do the same prompt and you get a very.

Different, much more effective of response.

Very similar in what we're doing with communications.

And so, yeah, all those, all those things that you need to do that might cause you to slow down before launch are critically important because as we.

All know, I mean, it takes a long time to build trust and it.

Only takes that one big scary moment to erode trust.

[Michelle Engel]

Very true, very true. I love the nutrition label. I guess that's an analogy, not a metaphor that I definitely gonna be stealing that for the future. Well, thank you so much for being on the show. I learned a ton. I really enjoyed the conversation. How does someone learn more about you and Twilio?

[Andy O'Dower]

Sure. Twilio.com is the place tens of millions of developers and builders of all shapes and sizes and skill sets that is.

The first main place to go.

I would Note that on Twilio.com, we've got a ton of documentation, walkthroughs, tutorials, blueprints, blog posts that go really in.

Depth to show the power of the.

Platform and then just it's quickly and easy to sign up. I mean that's been the ethos as well is you know, no big barriers.

To get started to go from idea to build magic moment, share with friends that first call, message, email, the like.

That is super easy and usage based.

It's cost effective to get started and.

Get that wow moment and start playing around. So big community, lots of content also on in Twilio devs and on social.

Media as well too.

But Twilio.com is the place to go and you'll see a lot of content out there to help our customers out.

[Michelle Engel]

Awesome. Well thank you. Thank you again. Great conversation.

[Andy O'Dower]

Thank you for having me. Really appreciate it.

[Michelle Engel]

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