This AI Tool Can Listen to Your Calls and Find Upselling Opportunities

Twilio has launched its Generative Custom Operators in public beta for voice intelligence. This feature allows businesses to extract meaningful insights from customer interactions using natural language prompts, reducing reliance on rigid keyword-based analytics. The feature aims to improve the company’s voice intelligence platform with AI-powered conversation analysis. Here’s everything you need to know about: 

What is AI-Driven Conversation Analysis? 

Twilio’s Generative Custom Operators use AI to analyze call transcripts more flexibly and accurately. Unlike traditional speech analytics tools, which often rely on predefined keywords, this one from Twilio allows businesses to define their own criteria in plain language. The feature claims to give more nuanced insights into conversational context, sentiment, and intent. 

Key Benefits and Applications 

According to the company, there are several advantages of Generative Custom Operators for contact centers and sales teams, including: 

• Customizable Insights: Businesses can define what data they want to extract using natural language instructions.
• Automated Call Scoring: AI-driven evaluation of agent performance based on predefined criteria.
• Script Adherence Checks: Verifies whether agents follow prescribed scripts during calls.
• Competitive Intelligence: Detects competitor mentions and reasons for comparison.
• Upsell and Lead Qualification: Identifies potential upsell opportunities and assesses lead quality based on buying signals.
• Smarter Automation: Enables AI-driven workflows, reducing manual oversight in conversation analysis.  

For example, customer service teams can use Generative Custom Operators to automatically assess whether agents sound engaged, knowledgeable, and effective in resolving issues. This reduces the need for manual call reviews and enables faster coaching and performance improvements. 

Implementation and Output 

The new capability is integrated into Twilio’s Voice Intelligence Console, where users can create and test their prompts before deployment. Twilio also offers an API for developers who prefer programmatic implementation. Additionally, businesses can customize how results are formatted, choosing between plain text for human readability and JSON for structured data processing.

Twilio’s Generative Custom Operators are said to allow businesses to extract deeper insights from voice interactions without extensive setup. The public beta is now available, offering companies an opportunity to refine their customer engagement strategies with AI-powered automation.