Twilio > Virtual AI agents

 

Virtual AI agents for enterprise customer service

Agentic systems running in production that understand context, access CRM data, and handle complex conversations.

Beyond the chatbot

An agent that understands, not just responds

They understand natural language, interpret the intention behind the request, access company systems to retrieve specific information, and handle complex multi-step conversations. They know when they can resolve something on their own and when it's time to bring in a person.

An agent that understands, not just responds

They understand natural language, interpret the intention behind the request, access company systems to retrieve specific information, and handle complex multi-step conversations. They know when they can resolve something on their own and when it's time to bring in a person.

Twilio Conversation Relay: AI agents across voice and messaging

 

Voice, WhatsApp, SMS, and chat: context is never lost because it's tied to the customer, not the channel.

Twilio Conversation Relay makes it possible to build virtual AI agents capable of operating across voice and messaging channels with the same intelligence. Every agent is built around the client's specific process, connected to company systems, and trained on the organization's real data.

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What a virtual AI agent does in production

 

From lead qualification to multichannel management, the agent operates wherever it's needed.

Qualifies leads

Sales teams receive already-profiled leads.

The agent collects structured information, enters it into the CRM, and assigns a qualification score.

Handles first-level support

Operators focus on higher-value interactions.

Information requests, order status, bookings, and changes handled without human intervention.

Operates across multiple channels simultaneously

The customer chooses the channel, the experience is the same.

Phone, WhatsApp, SMS, and chat from the same intelligence.

Transfers with context

The operator doesn't start from scratch.

The transfer includes who the customer is, what they asked, and what answers they've already received.

Learns and improves

Every interaction generates data.

Analysis makes it possible to refine responses, identify recurring patterns, and surface new needs.

DentalPro: 300 clinics, one AI agent

 

An enterprise deployment cited directly in Twilio's Q4 2025 earnings presentation.

For DentalPro, the largest dental clinic chain in Italy, we designed virtual AI agents built on Twilio Conversation Relay, running across approximately 300 clinics. The agent handles bookings, information requests, and first contact across all channels, integrated with the CRM for a unified view of the patient.

Virtual agents and contact center: together

 

Two systems that work better when integrated.

In an architecture built on Twilio Flex, the virtual agent handles volume, the contact center handles complexity. Seamless coverage across all channels, reduced wait times, operational costs under control, consistent service quality.

Explore the omnichannel contact center with Twilio Flex >>
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A way of working that produces results

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Evolved

From architecture design to production deployment, we implement enterprise omnichannel contact centers on Twilio Flex. As the only Gold Partner in Italy, we operate with platform expertise and access that have no equivalent in the Italian market.
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Powerful

Virtual agents that operate across voice and messaging, understand context, and resolve real problems. Not chatbots: AI systems running in production.
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