Australians may be known for their relaxed, “no worries” attitude but when it comes to AI-powered customer service, that patience has a limit. New research released byTwilio reveals consumers are losing tolerance for frustrating automated interactions. However, Twilio has simultaneously launched a new generation of platform capabilities aimed squarely at solving that problem.

Technology conferences often follow a familiar arc. Product launches. Customer stories. A few bold predictions. But atTwilio Signal 2025, something more ambitious was underway: a reframing of what “customer engagement” means in the age of artificial intelligence. Hold on tight; this is a big one.

It starts the same way every time. You ring a customer support line, and a robotic voice greets you with a labyrinth of menu options:“Press 1 for sales, 2 for support, 3 for more confusion.” You press a number, wait on hold, hear tinny music, and, if you’re lucky, eventually get to the right place.

COMPANY NEWS:  Australian Non-Profits use Twilio’s Communication Platform to Reach People Where They Are and Route Urgent Cases to Trained Staff

GUEST OPINION:  Majority believe AI-powered communication improves accessibility

RCS Powers Branded and Verified Messages with Rich Media for Enhanced Customer Trust and Engagement, Underpinned by the Twilio Platform

Twilio , the customer engagement platform that drives real-time, personalised experiences for leading brands, today announced the general availability of  Rich Communication Services (RCS) messaging globally.

GUEST RESEARCH:  Retailers also focus on product discovery and post-sale care to drive retention and improve the customer journey

COMPANY ANNOUNCEMENT:  Global beauty and wellness booking platform reports sharp rises in tips, customer reviews and booking confirmations through interactive, media-rich messaging

Intelligent Observability company New Relic has appointed Lauren Nemeth as Chief Revenue Officer (CRO).

COMPANY ANNOUNCEMENT:  Howard Fyffe to lead sales growth and drive innovation.  Twilio the customer engagement platform that drives real-time, personalised experiences for today’s leading brands, announced the appointment of Howard Fyffe as Director of Sales, ANZ.

GUEST RESEARCH:

• Despite AI investment and demonstrated operational benefits, consumer trust remains fragile
• Research reveals trust and personalisation are pivotal to consumer buy-in with AI

Customer engagement platform Twilio has announced a multi-year strategic partnership with Microsoft to accelerate adoption of conversational AI solutions for customer engagement.

Vaughan Webster joins to drive channel strategy and growth

• The partnership aims to make fans feel closer to the club, through Twilio-powered, personalised fan engagement  
• Twilio and Chelsea unveil ‘One in a Twilion,’ an award celebrating women’s contributions to technology 

GUEST OPINION:  “Data Privacy Week presents a great reminder for organisations to reassess their customer privacy policies and prioritise transparent data collection in their marketing strategies.

Twilio Segment is recognized for its strength in AI innovation, unified profiles and data management

COMPANY NEWS: Twilio Inc. (NYSE: TWLO), the customer engagement platform that drives real-time, personalised experiences for today’s leading brands, today announced that it has been positioned in the Leaders Category of theIDC MarketScape for Worldwide Customer Data Platforms focused on B2C users 2024-2025. The evaluation was based on several criteria evaluating CDP solution capabilities including real-time personalisation, generative AI and data activation, as well as company vision and strategy.

Twilio, the leading customer engagement platform, today shared some trends that will shape brands’ customer experience strategies in Australia in the coming year:

Twilio Segment’s Linked Audiences Beta now available for Amazon Redshift

Twilio Segment and AWS customers gain expanded capabilities to drive smarter, more personalised customer interactions and stronger business outcomes

Ever ticked “email me” on a website form and then quicker than you can close your browser tab, your phone starts ringing? It’s like ordering a flat white and getting a long black instead – not exactly what you were after. You might even take the drink, but you probably wouldn’t return to that place? If that rings true you would be part of the 94% of Australian’s that generally want what they asked.

COMPANY NEWS: Twilio, the customer engagement platform that drives real-time, personalised experiences for today’s leading brands, announced an integration in collaboration with OpenAI to bring the company’s new Realtime API to the Twilio platform. The integration of streaming speech-to-speech (S2S) capabilities – part of the Realtime API – will enable over 300,000 Twilio customers and more than 10 million developers to build powerful conversational AI virtual agents leveraging OpenAI’s flagship multilingual and multimodal GPT-4o model.