Unified Profiles in Flex for administrators (Public Beta)
Public Beta
Unified Profiles in Flex is currently available as a limited Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.
Not a HIPAA Eligible Service or PCI Compliant
Unified Profiles in Flex is not a HIPAA Eligible Service or PCI compliant and should not be used in Flex or Segment workflows that are subject to HIPAA or PCI.
Info
Use this page for Unified Profiles information that's Flex-specific, or refer to the Unified Profiles docs for a more comprehensive guide.
When Unified Profiles in Flex is enabled and configured, you can provide your teams with information about each customer to enhance their understanding of customer intent and enable them to personalize every conversation. This information includes:
- AI-generated customer highlights
- Customer profile
- Interaction history
- Computed traits, such as number of website visits
- Predictive traits, such as likelihood to churn and predicted lifetime customer value
Your agents can view this detailed information for each customer before accepting a task and while helping the customer. You can also customize your agent experience in Unified Profiles with Container capabilities that leverage programmability in Flex.
Agent Copilot and Unified Profiles are now available together in Public Beta. Unified Profiles provides customer data that powers Agent Copilot's AI features.
Unified Profiles currently supports the following channels:
- Voice
- These Flex Conversations channels:
- SMS
- Webchat
Although Unified Profiles itself does not use machine learning technology, Unified Profiles can incorporate certain third-party machine learning technologies through Agent Copilot and Predictive Traits. For detailed information about each feature's AI qualities, see the AI Nutrition Facts for Agent Copilot and the Predictions Nutrition Facts Label.
Twilio's AI Nutrition Facts provide an overview of the AI features you're using so you can better understand how AI works with your data. For more information, including the glossary for the AI Nutrition Facts Label, see Twilio's AI Nutrition Facts page and Twilio's approach to trusted CustomerAI.