Twilio Segment Partners with Amazon SageMaker to Launch Innovative Customer Prediction Tool

The customer data platform serves as a centralized hub for gathering first-party information about customers. However, merely accumulating data isn't the goal. Companies aim to leverage this information to enhance customer experiences and more effectively target specific segments.

Increasingly, organizations are developing tools that enable the creation of applications utilizing this data. At the recent Signal customer and developer conference, Twilio Segment unveiled CustomerAI Predictions, a powerful tool designed to assist marketers in forecasting customer behaviors based on predefined criteria.

“We’ve observed that marketers have long struggled to access high-quality data,” said Alex Millet, the senior director of product at Twilio Segment. “We’ve realized we can do more than help marketers validate their existing hypotheses; we can assist them in predicting which customer segments are most valuable for targeted campaigns.” This is where CustomerAI Predictions comes into play.

“The data being collected in the customer data platform (CDP) holds immense potential,” Millet added. For instance, CustomerAI Predictions can identify customer groups likely to purchase a product based on prior interactions, such as viewing an item or adding it to their cart.

Segment captures various data points, including clickstream data from websites and mobile apps, while Twilio incorporates communication metrics to help businesses better understand customer engagement and identify those needing additional outreach.

To develop CustomerAI Predictions, Twilio partnered with Amazon SageMaker. “When we sought to swiftly launch our first predictive product, AWS and SageMaker stood out as leaders in machine learning infrastructure, enabling us to build these valuable tools,” Millet explained.

Millet also revealed plans for a generative AI-based email tool, which will allow marketers to integrate insights from CustomerAI Predictions with the forthcoming CustomerAI Generative Email. This will enable the creation of personalized emails tailored to insights derived from the predictive analytics.

Twilio, known for its communications APIs, acquired Segment in October 2020 for $3.2 billion as part of a broader strategy to diversify its marketing offerings. The company also introduced Flex, a fully programmable contact center solution, in 2018, and acquired SendGrid, an email API platform, for $2 billion that same year.

CustomerAI Predictions is available starting today, marking a notable advancement in data-driven marketing capabilities.

Keywords: customer data platform, marketing solutions, Twilio Segment, CustomerAI Predictions, Amazon SageMaker