Uploaded May 2026 | Updated September 2026, 1 hour ago
Conversations with Artificial Intelligence are going to continue to be more common. Stop frustrating customers. AI alone won't fix your customer experience. It's only as good as the infrastructure it plugs into. Discover how to connect your customer journey with Twilio Conversations.
In this video, we explore why adding AI to a fragmented customer experience often creates more friction than it solves. Most companies' channels operate in silos—voice, messaging, and data are disconnected. To truly leverage the power of AI, you need a unified layer that keeps every interaction continuous across human and AI agents.
This is the first video in our series on building a continuous customer experience. We’ll follow the journey of a customer named Jordan, showing how a connected backend powers a seamless front-end experience.
In this video, we cover:
- Why AI isn't the "magic bullet" for customer experience.
- The dangers of fragmented infrastructure.
- An introduction to the four pillars of Twilio Conversations: Orchestrator, Memory, Intelligence, and Agent Connect.
For more information, check out twilio.com/en-us/products/conversational-ai
💻 Sign up for a Twilio account here: twil.io/trytwilio-yt
👉 Subscribe for more Twilio updates: twil.io/sub-twiliodevs
Key Moments:
[00:00] Why AI Needs Connected Infrastructure
[00:33] The Problem with Fragmented Systems
[02:40] Introducing the Customer Journey (The Voltana Example)
[03:04] Defining the Unified System
[03:23] Overview of Conversation Orchestration Components
[03:42] Series Preview: What’s Next
#Twilio #CustomerExperience #AI #CXStrategy #DeveloperTools #Omnichannel
Conversations with Artificial Intelligence are going to continue to be more common. Stop frustrating customers. AI alone won't fix your customer experience. It's only as good as the infrastructure it plugs into. Discover how to connect your customer journey with Twilio Conversations.
In this video, we explore why adding AI to a fragmented customer experience often creates more friction than it solves. Most companies' channels operate in silos—voice, messaging, and data are disconnected. To truly leverage the power of AI, you need a unified layer that keeps every interaction continuous across human and AI agents.
This is the first video in our series on building a continuous customer experience. We’ll follow the journey of a customer named Jordan, showing how a connected backend powers a seamless front-end experience.
In this video, we cover:
- Why AI isn't the "magic bullet" for customer experience.
- The dangers of fragmented infrastructure.
- An introduction to the four pillars of Twilio Conversations: Orchestrator, Memory, Intelligence, and Agent Connect.
For more information, check out twilio.com/en-us/products/conversational-ai
💻 Sign up for a Twilio account here: twil.io/trytwilio-yt
👉 Subscribe for more Twilio updates: twil.io/sub-twiliodevs
Key Moments:
[00:00] Why AI Needs Connected Infrastructure
[00:33] The Problem with Fragmented Systems
[02:40] Introducing the Customer Journey (The Voltana Example)
[03:04] Defining the Unified System
[03:23] Overview of Conversation Orchestration Components
[03:42] Series Preview: What’s Next
#Twilio #CustomerExperience #AI #CXStrategy #DeveloperTools #Omnichannel
