Twilio > AI Virtual 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.
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.
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.
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.
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A way of working that produces results
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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