More data won't make your AI smarter (here's what will)

Twilio argues that improving AI customer service depends less on collecting additional data than on activating existing data across channels in real time. Based on surveys of 7,652 consumers and 660 business leaders, the company identifies disconnected customer information as the leading obstacle to customer understanding, with customers frequently forced to repeat themselves when moving between AI agents, human representatives, and communication channels. The article recommends three capabilities: maintaining conversation continuity across channels, continuously updating customer profiles with new information, and retrieving relevant approved records, policies, and history during interactions. It contends that poor context contributes to customer abandonment and reduced satisfaction, while noting a gap between businesses’ reported ability to access customer history and their use of that history for personalization. Twilio presents its Conversations, Conversation Memory, and Conversation Intelligence products as tools for connecting interactions into a unified lifecycle and grounding AI responses in current, verified information.

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