Brilliant Builds: Building for Choice

Twilio’s Brilliant Builds series examines practical enterprise AI applications across the customer journey, including loyalty, trust, compliance, and emerging machine-to-machine interactions. In its season finale, digital transformation and AI strategist Scott Seaborn discusses how organizations can prepare for AI agents communicating with other AI agents while preserving brand identity, human oversight, and customers’ access to phone support. Seaborn’s work focuses on helping global enterprises modernize customer experiences through AI-driven workflows, data, technology, and organizational change without losing a human-centered approach.

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