I participated in Twilio CX Innovation Night Part 2

Hello, I'm Subaru.
I participated in the Twilio CX Innovation Night Part 2 held on August 29th! In this post, I'd like to look at the overview and content of this event.

About the Event

Twilio CX Innovation Night Part 2 was an offline Twilio event held on August 29th, featuring sessions on cutting-edge CX utilizing AI.

• Date & Time: Friday, 17:00-20:00
• Location: Andaz Tokyo 52nd Floor Rooftop Studio

Through "ConversationRelay" provided by Twilio and the strategic partnership with Microsoft, we will discuss how AI-powered conversation automation and enhancement are being realized, with specific use cases.
Additionally, we plan to preview parts of Twilio's upcoming product roadmap.
Please experience the new possibilities of CX brought about by the fusion of AI, data, and communication in this session.

Excerpt from the official event page

About the Sessions

First, August 30th is Twilio's founding day!

How Twilio's AI Integration is Changing Next-Generation Customer Experience Design

Twilio aims to provide excellent experiences at all customer touchpoints by combining data, communication, and AI. There are two ways to connect Twilio with AI:

Voice-based: Voice processing by Twilio, AI portion handled by external services
Text-based: Everything from recording to transcription completed within Twilio

There are five key services to connect Twilio with AI:

• Elastic SIP Trunking + AI
  Add AI-powered automated responses without changing existing phone systems.

• Media Stream + AI
  Send call audio to AI in real-time for immediate transcription, translation, and summarization.

• Virtual Agent + AI
  Instead of traditional "press 1" IVR systems, AI can handle conversations naturally, reducing abandonment rates. Transfer to human operators is available when needed.

• ConversationRelay
  Twilio handles everything from voice processing to conversation flow. Developers can focus solely on AI adjustments.

• AI Assistant + AI
  Automate FAQ responses and reception tasks in chat within a short period.

A key point is that response speed is crucial when using AI for voice calls. Each service has different speed characteristics, so you can choose based on your needs. These services allow companies to streamline customer support and provide better customer experiences.

Demo

Demo 1: AI Pizza Ordering System
An AI voice bot demonstrated fully automated pizza ordering. Natural conversation in real-time was achieved, and it was possible to interrupt the AI while it was speaking. It was impressive that the AI correctly understood the conversation even with some transcription errors.

Demo 2: Hotel Concierge Three-Way Call
A demo of a simultaneous conversation between a hotel concierge, customer, and AI was conducted. Using Twilio's conference feature, additional participants like managers can join midway as needed.

To conclude the session
The session concluded with the message "Make development more freely," encouraging everyone to realize their boldest and most innovative ideas using Twilio. Including the demos, it seems that the future of AI utilization with Twilio will continue to expand.

Productivity Revolution Through Human-AI Collaboration ~ AI Agent Utilization Techniques at CyberAgent ~

This session featured a presentation from AI Shift Inc., a CyberAgent Group company, about their AI agent initiatives. With a goal of reducing 60% of existing operations by 2026, they are advancing operational efficiency using various agents such as analysis agents and technical support agents.#### Demo
In the demo, they introduced how multiple pieces of information can be exchanged in natural conversation at once. The AI can recognize ambiguous expressions and automatically determine what information it needs to ask for next if anything is missing. After the conversation was completed, a confirmation message was sent using Twilio's SMS functionality as part of the demonstration.

Regarding the utilization of AI agents, they mentioned that combining Twilio with their company's AI implementation led to significant efficiency improvements. Through this initiative, it was a session where you could feel the potential for greatly expanding development possibilities by using Twilio.

Summary

This time we looked at the Twilio CX Innovation Night Part2 that I recently attended. I would like to continue participating in future Twilio events to keep catching up with updates.