Twilio Announces Multi-Year Strategic Partnership With Microsoft to Accelerate Conversational AI Initiatives
Conversational AI enables computer systems to understand and respond to human conversations in a way that mimics natural dialogue. It leverages natural language processing (NLP) and machine learning (ML) to analyze and interpret human voice and text input, delivering appropriate responses through AI-generated voice or text.
Businesses building conversational AI experiences for customer engagement have run into a number of challenges — from lack of precision due to incomplete data, to difficulty scaling beyond successful pilot programs due to legacy systems integration challenges and lack of robust data infrastructure. Twilio’s expertise and leadership across communications, data, and AI, combined with Microsoft Azure AI’s safe, secure, enterprise-grade, and global infrastructure uniquely help accelerate conversational AI adoption across the enterprise.
“Every interaction between a business and their customers is an opportunity to build loyalty and trust, and those interactions have been drastically improved by AI,” said
The two companies will collaborate on developing conversational AI customer engagement solutions built on Microsoft Azure AI Foundry and Twilio’s comprehensive customer engagement platform that combines communications, contextual data, and AI. Product innovation areas of focus for the strategic partnership will consist of a broad range of conversational AI services, including:
- capabilities for building multi-channel AI agents for automating and dramatically improving every customer engagement;
- AI agents that assist live agents in the contact center via enhanced Twilio Agent Copilot capabilities; and
- multi-modal solutions for enhancing and improving digital interactions between businesses and customers.
“Azure AI Foundry enables customers to confidently scale AI including AI agents across their organization with our enterprise-grade technologies and best practices that help manage risk, improve accuracy, protect privacy, reinforce transparency, and simplify compliance,” said
Conversational AI at
Twilio’s Conversational AI solutions provide model flexibility, streamlined options for businesses to augment capabilities at their own speed, and native integrations to the leading Communications Platform as a Service (CPaaS) and Customer Data Platform (CDP) to drive more efficient and engaging customer interactions.
In addition to the strategic partnership with Microsoft,
Notable innovations include:
-
ConversationRelay
(General Availability): A conversational AI capability that enables developers to create robust natural voice AI agents using their choice of LLM.
Twilio seamlessly integrates real-time streaming, the latest speech recognition technology, interruption handling, and expressive, human-like voices, allowing developers to create advanced agentic applications more quickly, and with less overhead. - Conversational Intelligence (General Availability for Voice and Private Beta for Messaging): An expansion of Twilio’s Voice Intelligence, Conversational Intelligence analyzes voice calls and text-based conversations, converting them into structured data and insights that improve customer experiences and operational efficiency, at scale.
Innovation at Twilio SIGNAL San Francisco 2025
Twilio SIGNAL, held
This year’s speakers include executives from leading brands such as Clear, Best Buy, Rocket, Vineyard Vines, and more. The conference will also feature a pre-recorded, virtual fireside chat with Microsoft Chairman and Chief Executive Officer,
Twilio SIGNAL keynotes will be available on-demand following the event at signal.twilio.com.
Additionally,
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Forward-Looking Statements
This press release contains forward-looking statements, including, but not limited to, statements regarding Twilio’s expectations regarding the capabilities of our platform and solutions, and expectations regarding our partnership with Microsoft.
You should not rely upon forward-looking statements as predictions of future events, the outcome of which are subject to known and unknown risks, uncertainties, and other factors that may cause our actual results, performance, or achievements to differ materially from those described in the forward-looking statements, including those more fully described in our most recent filings with the
Forward-looking statements represent our beliefs and assumptions only as of the date such statements are made and we undertake no obligation to update any forward-looking statements, except as required by law.
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