Modernize your IVR with AI-powered self-service that helps customers complete tasks without agent intervention.
Enhance personalization by understanding the channels customers prefer—SMS, WhatsApp, voice, and email—and engaging them there though a single platform.
Increase agent efficiency with Unified Profiles and AI to automatically surface relevant customer data, generate next-step suggestions, wrap-up summaries, and disposition codes.

Streamline lead responses so no opportunity slips through the cracks. Use automated SMS or voice notifications to confirm a lead, schedule meetings, or send product details.
Set up call tracking to accurately attribute incoming calls based on campaign and understand sentiment, so you can immediately personalize the conversation.
Inbound/outbound selling

Turn one-way messages (like product offers delivered via SMS or email) into two-way conversations with an agent who can complete the sale.

Step 1
Integrate with your existing systems
Enhance your existing contact center to add an IVR or virtual agent—without an expensive rip-and-replace.

Step 2
Add on channels
Adopt the channels your customers use to expand your support offerings.

Step 3
Create intelligent self-service flows with escalation routes
Set up intelligent IVRs to reduce agent workloads with the option to escalate to a human when needed.

Step 4
Tap into customer data platforms
Empower agents with relevant context from customer data profiles so they can resolve inquiries faster and make tailored upsell offers.

Step 5
Update customer data profiles on the fly
Customer profiles are refreshed with new information after a call is wrapped up, enabling agents to provide even more personalized service in the future.

Flowchart showing AI handling incoming calls and messages with Twilio Flex and virtual agent integration.

Diagram showing Twilio integration with a virtual agent for handling incoming messages and calls using Flex.

Use case	Level 1	Level 2	Level 3	Level 4
Improve self-service Upgrade your DTMF IVR to Twilio’s cloud-based IVR	Add a modern IVR to improve your self-service options	Conversation Relay adds AI-powered virtual agents for advanced self-service	Unified Profiles adds customer profile you can update with real-time interaction data	Twilio Flex adds a seamless UI for escalated interactions
Expand to omnichannel Add digital channels alongside your legacy voice infrastructure	Twilio Voice APIs enhance your legacy voice infrastructure	Add Email API email so you can easily reach customers	Add SMS, RCS, MMS, Chat, and WhatsApp with Programmable Messaging API	Add Video for real-time, in-depth customer interactions
Increase productivity with UI Enhance the agent experience with a unified user interface to gain productivity	Add a UI to manage all cross-channel interactions and data with Twilio Flex	Add AI to assist agents with customer data and post-call work with Agent Copilot	-	-
Engage with two-way interactions Go from one-directional to two-way interactions for customer engagement	Start with one-way alerts or notifications with Messaging	Then add a UI where agents receive messages and respond with Twilio Flex	Add Unified Profiles where you can add new data from interactions in real time	-

Resources

Where to get started with Twilio support and sales solutions

Prefer not to code? No problem.

Work with one of our trusted partners to get coding support or explore a pre-built support and sales solution.

Handle all customer conversations across voice, SMS, chat, email and more on a single platform that unifies data across previously disjointed channels.

58% of customers
Say it’s very or extremely important for brands to use their preferred digital channel²

Make any person feel like the valued customer they are with personalization and real-time customer data. Feed AI models with your communications data to get predictive insights and deliver personalized engagement for every customer. Yes, every customer.

40% more revenue
For companies that excel at personalization³

Customer satisfaction depends on fast response times and efficient resolutions. Twilio tools are flexible, so you won’t get stuck with rigid out-of-the-box functionality that ages. You can keep up with evolving customer preferences and create innovative experiences to enhance your existing stack.

55% of IT budget
Allocated just to maintaining legacy solutions⁴