One of the biggest trends in 2023 was around the promise of AI, and all of its exciting potential. However, we’re moving to the stage of disillusionment with lots of hype, but not so much in the way of impactful results. 2024 is when the discussion around AI moves from hype to where it is delivering meaningful outcomes and results at a lower cost in optimizing customer experience. To effectively deliver AI solutions, both predictive and generative, the biggest issue to solve first is around customer data. Having the ability to make that data AI-ready, available in any channel, in real-time, and with the right context is mission critical. Twilio views the largest opportunity today is in how you connect data, communications channels and AI to meet and exceed customer expectations.

Twilio is focused on making AI real and driving business results in 2024. One way we believe this will take place is in the Omnichannel approach in that AI will be able to meet the customer everywhere given their unique communications preferences.

Businesses are going to be able to make interactions more meaningful while also streamlining with preferences and context, eliminating friction in the customer experience