The intersection of artificial intelligence, innovation, and communications was explored at this year's SIGNAL conference, with a focus on using AI to enhance customer interaction in contact centers. The goal is to create a perfect customer experience while balancing human touch and cost efficiency. Twilio and Google are working together to make customer interactions better for customers and agents alike, with products such as virtual agents, agent assist, and topic modeling that can help optimize routing, improve agent training, and offer personalized experiences. The key to successful AI implementation is understanding the importance of data, human touch, and contextual communication, and how these elements can be combined to create a more effective contact center.