Training Example: Twilio – Review the Data, Give Your Score & Compare to the Real AI Evaluation

[H1] The platform for conversations in the AI era

The Twilio platform empowers humans and AI agents to work together, coordinate across channels, and pick up every customer conversation where the last one left off.

Start for free

Explore what's possible

Free trial

No credit card required

Flexible pricing

[IMG: Platform introduction]

[IMG: Platform introduction]

[H2] The infrastructure behind every magical customer moment

[H2] Intelligent self-service

The Twilio platform turns every interaction — including first contact — into a personalized experience. AI agents draw from internal knowledge and real-time data so every conversation feels like a natural dialogue.

Products

Voice

Conversation Orchestrator

Conversation Relay

Conversation Intelligence

Conversation Memory

[IMG: SUV on winding road at dusk with a woman]

[H2] Contextual hand-off

AI agents know when to bring in a human based on complexity or customer intent. Conversations are transferred with full context, so customers never have to repeat themselves.

Products

Voice

Conversation Orchestrator

Conversation Intelligence

Conversation Memory

[IMG: Woman speaking into a smartphone held in her hand while standing outside.]

[H2] Cross-channel continuity

Customers can easily switch between channels like chat, text, voice, and email without interruption.

Products

Voice

RCS

Conversation Intelligence

Conversation Memory

Conversation Orchestrator

[IMG: Person touching a phone with a booking link message and a car demo drive scheduling prompt.]

[H2] Persistent memory

Twilio unifies customer data into a living memory, offering insight into a person's preferences, interests, and sentiment. This way, you can anticipate customer needs in the moment without them having to ask.

Products

Conversation Memory

Conversation Intelligence

Conversation Orchestrator

Segment Engage

RCS

[IMG: Woman smiling at phone with popup showing road trip essentials like a Voltiq power bank.]

[H2] Remember every customer, reach them on any channel

The Twilio platform connects channels, customer data, and AI orchestration to ensure every interaction, whether it's between humans or AI agents, feels continuous, contextual, and personal.

Discover the Twilio Platform

[IMG: Woman sitting near car with customer service text messages about car]

[H2]
Building blocks for every conversation

Your toolkit is expanding. Discover a new generation of building blocks designed to orchestrate context-rich conversations across channels, for humans and AI agents.

View all products

[IMG: Profile of a customer interacting with AI agent for flight change and confirmation.]

[IMG: Profile of a customer interacting with AI agent for flight change and confirmation.]

[H4] Conversations New

Build continuous conversations with persistent memory, intelligence, and orchestration for humans and AI.

Start conversations

[IMG: Hotel reservation interface with options for RCS, WhatsApp, SMS, and more.]

[IMG: Hotel reservation interface with options for RCS, WhatsApp, SMS, and more.]

[H4] Messaging

Send, receive, and manage SMS, RCS, WhatsApp, MMS, and more on our globally reliable platform.

Send messages

[IMG: Flowchart showing TwilStore]

[IMG: Flowchart showing TwilStore]

[H4] Email

Deliver email at incredible scale with the trusted Twilio SendGrid Email API.

Send emails

[IMG: Chat interface where a customer reports a laptop issue and a support agent processes a warranty replacement.]

[IMG: Chat interface where a customer reports a laptop issue and a support agent processes a warranty replacement.]

[H4] Voice

Build voice experiences that strengthen customer connections  while unlocking ROI with data and AI.

Make calls

[IMG: Verification screen showing options of Email, SMS, WhatsApp, and verification code 731692.]

[IMG: Verification screen showing options of Email, SMS, WhatsApp, and verification code 731692.]

[H4] User authentication

Fight fraud and keep customer accounts secure with verification and identity lookup tools.

Verify users

[IMG: Profile card displaying a user]

[IMG: Profile card displaying a user]

[H4] Customer data

Unify clean, consented customer data from any source for real-time insights on every customer.

Connect data

[H2]
Build. Without limits.

Sign up for a free Twilio account and grab one of our official server-side SDKs to get started. Send your first text message, phone call, or email in minutes.

View docs

# Download the helper library from https://www.twilio.com/docs/python/install
import os
from twilio.rest import Client

# Find your Account SID and Auth Token at twilio.com/console
# and set the environment variables. See http://twil.io/secure
account_sid = os.environ['TWILIO_ACCOUNT_SID']
auth_token = os.environ['TWILIO_AUTH_TOKEN']
client = Client(account_sid, auth_token)

message = client.messages.create(
body='Hi there',
from_='+15017122661',
to='+15558675310'
)

print(message.sid)

// Install the C# / .NET helper library from twilio.com/docs/csharp/install
using System;
using Twilio;
using Twilio.Rest.Api.V2010.Account;

class Program
{
static void Main(string[] args)
{
// Find your Account SID and Auth Token at twilio.com/console
// and set the environment variables. See http://twil.io/secure
string accountSid = Environment.GetEnvironmentVariable("TWILIO_ACCOUNT_SID");
string authToken = Environment.GetEnvironmentVariable("TWILIO_AUTH_TOKEN");

TwilioClient.Init(accountSid, authToken);

var message = MessageResource.Create(
body: "Hi there",
from: new Twilio.Types.PhoneNumber("+15017122661"),
to: new Twilio.Types.PhoneNumber("+15558675310")
);

Console.WriteLine(message.Sid);
}
}

<?php

// Update the path below to your autoload.php,
// see https://getcomposer.org/doc/01-basic-usage.md
require_once '/path/to/vendor/autoload.php';

use Twilio\Rest\Client;

// Find your Account SID and Auth Token at twilio.com/console
// and set the environment variables. See http://twil.io/secure
$sid = getenv("TWILIO_ACCOUNT_SID");
$token = getenv("TWILIO_AUTH_TOKEN");
$twilio = new Client($sid, $token);

$message = $twilio->messages
->create("+15558675310", // to
["body" => "Hi there", "from" => "+15017122661"]
);

print($message->sid);

# Download the helper library from https://www.twilio.com/docs/ruby/install
require 'rubygems'
require 'twilio-ruby'

# Find your Account SID and Auth Token at twilio.com/console
# and set the environment variables. See http://twil.io/secure
account_sid = ENV['TWILIO_ACCOUNT_SID']
auth_token = ENV['TWILIO_AUTH_TOKEN']
@client = Twilio::REST::Client.new(account_sid, auth_token)

message = @client.messages.create(
body: 'Hi there',
from: '+15017122661',
to: '+15558675310'
)

puts message.sid

// Install the Java helper library from twilio.com/docs/java/install

import com.twilio.Twilio;
import com.twilio.rest.api.v2010.account.Message;
import com.twilio.type.PhoneNumber;

public class Example {
// Find your Account SID and Auth Token at twilio.com/console
// and set the environment variables. See http://twil.io/secure
public static final String ACCOUNT_SID = System.getenv("TWILIO_ACCOUNT_SID");
public static final String AUTH_TOKEN = System.getenv("TWILIO_AUTH_TOKEN");

public static void main(String[] args) {
Twilio.init(ACCOUNT_SID, AUTH_TOKEN);
Message message = Message.creator(
new com.twilio.type.PhoneNumber("+15558675310"),
new com.twilio.type.PhoneNumber("+15017122661"),
"Hi there")
.create();

System.out.println(message.getSid());
}
}

// Download the helper library from https://www.twilio.com/docs/node/install
// Find your Account SID and Auth Token at twilio.com/console
// and set the environment variables. See http://twil.io/secure
const accountSid = process.env.TWILIO_ACCOUNT_SID;
const authToken = process.env.TWILIO_AUTH_TOKEN;
const client = require('twilio')(accountSid, authToken);

client.messages
.create({body: 'Hi there', from: '+15017122661', to: '+15558675310'})
.then(message =>

Jump to:          Conversation Orchestrator          Conversation Intelligence          Conversation Memory          Enterprise Knowledge          Conversation Relay

[H2] Conversation Orchestrator pricing

Conversation Orchestrator connects channels into one continuous conversation with coordinated routing and workflows. Pricing is based on the number of characters ingested from conversations.

Capability

Pricing

Conversation ingestion

$0.0002 / 1K characters

Contact sales

View pricing docs

[H2] Conversation Intelligence pricing

Conversation Intelligence adds AI-powered language analysis and transcription to voice and messaging interactions. Pay based on the type of Language Operators and data input or output.

Capability

Pricing

Twilio-authored Language Operators - input + output

$0.005 / 1K characters

Custom Language Operators - input

$0.002 / 1K characters

Custom Language Operators - output

$0.018 / 1K characters

Contact sales

View pricing docs

[H2] Conversation Memory pricing

Conversation Memory uses pay-as-you-go pricing that’s calculated across two dimensions. Profiles are billed based on daily usage and update volume. Memory is billed based on the conversations processed and the context you recall.

[H3]
Profiles

Capability

Pricing

Daily utilized profiles

$0.005 / daily utilized profile

Customer profile operations

First 100k profile operations free per month
$0.08 / 1k profile operations after first 100K

View pricing docs

[H3]
Memory

Capability

Pricing

Memory generation - input + output

$0.0028 / 1K characters

Memory recall

$0.007 / recall

Contact sales

View pricing docs

[H2] Enterprise Knowledge pricing

Through Conversation Memory, you can use your organization's policies, documents, and reference materials as the foundation for every AI agent and human response. Costs are calculated based on data storage and per retrieval.

Capability

Pricing

Knowledge storage

$0.018 / GB-Hour

Knowledge retrieval

$0.005 / retrieval

Contact sales

View pricing docs

[H2] Conversation Relay pricing

Conversation Relay lets you easily integrate voice AI into your stack and pay as you go with per-minute pricing. Voice costs are calculated separately.

Capability

Pricing

Conversation Relay

$0.07 / minute

Contact sales

[H2]
Intelligent engagement, smart pricing options

No commitments. No vendor lock-ins. Our pay-as-you-go pricing makes it easy to start building and scale up or down as needed. For high-volume use cases or custom pricing, contact our sales team.

Contact sales

[H2]
Twilio Conversations FAQs

[H3]
Does Conversation Orchestrator include channel costs (SMS, Voice, WhatsApp, and Chat)?

No. Voice minutes, SMS messages, WhatsApp conversations, and other channel costs are billed separately under your existing Twilio plan. View pricing for all Twilio products.

[H3]
Does Conversation Orchestrator replace voice transcription?

No. Conversation Orchestrator ingests and stores transcripts, but does not transcribe calls itself. Voice conversations must be transcribed before they can be captured by Conversation Orchestrator. Voice transcription (real-time and batch) are features available through the Twilio Voice API.
Learn about transcription in our Voice documentation.

[H3]
How does character-based billing work across the different meters?

Each product with a character-based meter is billed independently:
Conversation Orchestrator: Billed on the total character length of conversation data captured and stored, including every inbound and outbound message and transcribed voice call, including spaces and metadata headers.Memory generation: Billed on the combined total of input characters (the conversation transcript and system prompts) and output characters (the observations and summaries generated).Twilio-authored Operators: Billed on the combined total of input and output characters processed and generated by the Operator during each execution. See below for more details on how input and output characters are calculated.Custom Operators: Input and output characters are billed at different rates. Input includes the conversation transcript, user prompt (managed by you), and system prompt (managed by Twilio). Output includes the characters generated by the Operator in response. See below for more details on how input and output characters are calculated.

[H3]
How are input and output characters billed for Language Operators in Conversation Intelligence?

Billing is calculated per Operator execution.
Input characters include the conversation transcript, user prompt, and system prompt passed to the Operator.

The conversation transcript is the contents of the conversation itself, prefixed with the participant type (e.g. customer) for each communication. The user prompt is inclusive of the natural language instructions you write, plus training examples and the JSON output schema if using these settings. The system prompt is additional metadata provided by Twilio for the Operator to execute successfully.
If Conversation Memory and/or Enterprise Knowledge is enabled for an Operator to use as context, input characters also include the character count of these tool definitions and retrieved results (if the Operator requests memory or knowledge during execution).
Output characters include the final response generated by the Operator during that execution. The response is either in plaintext or JSON, depending on the Operator’s configuration. If Conversation Memory and/or Enterprise knowledge is enabled for an Operator to use as context, output characters also include the generated command to make a request for memory or knowledge (if the Operator requests memory or knowledge during execution).

[H3]
For Conversation Memory, what is a daily utilized profile and what actions count toward costs?

A daily utilized profile (DUP) counts each unique profile your system reads or looks up within a 24-hour window, regardless of how many times that profile is accessed in that period. DUPs are triggered by profile reads, such as when an agent or API retrieves a profile to personalize a response. Profile reads from Conversation Orchestrator to link conversations to profile IDs are not counted. Creating, updating, or merging profiles does not trigger a DUP.

[H3]
For Conversation Memory, what are profile operations and how are they different from Daily Utilized Profiles?

Profile operations track writes to your identity data, such as creating new profiles, updating attributes, and merging duplicate identity records. The first 100,000 profile operations each month are free. Daily utilized profiles track reads. The two meters measure different actions and are billed independently.

[H3]
For Conversation Memory, what's the difference between memory generation and memory recall?

Memory generation is the process of analyzing a conversation transcript to produce new observations or summaries for a profile. It is billed based on the volume of input and output characters processed. Recall is charged each time stored memories are queried to retrieve context for an active interaction.

[H3]
For Conversation Memory, what's the difference between Knowledge Storage and Knowledge Retrieval?

Knowledge storage is calculated by taking an hourly snapshot of the total size of documents you have hosted in the system. For web content, each successfully crawled page is treated as a fixed storage unit. Knowledge retrieval is a separate charge applied each time a successful search query is run against your knowledge base.

[H3]
Is Conversations API the same as Twilio Conversations?

No, Conversations API is our communications API for building two-way messages on SMS, WhatsApp, chat, Facebook Messenger, Google Business Messages, and more.
Twilio Conversations is our new intelligent conversations layer that connects individual communications into a single, continuous thread across channels and agents. It has a living customer memory that gets enriched with new insights from every interaction with a customer, which can be surfaced to make every each conversation contextual, relevant, and personal.

[H2]
What is a Customer Data Platform (CDP)?

A customer data platform captures data from every customer touchpoint, ensures that data can be trusted, builds user profiles, and activates insights in your existing tools to drive better experiences and boost revenue.

[IMG: A circular diagram showing data collection, governance, profile unification, segmentation, prediction, and activation.]

[IMG: A circular diagram showing data collection, governance, profile unification, segmentation, prediction, and activation.]

[IMG: Chat messages and a special offer from Owl Bank featuring a woman enjoying a drink.]

[IMG: Chat messages and a special offer from Owl Bank featuring a woman enjoying a drink.]

Unified profiles, activated anywhere.
A single, unified view of each customer with data from every touchpoint, including the data warehouse. These profiles can be activated across any tool or channel—marketing, analytics, customer support, and more—to power personalized, real-time experiences.

Extensibility on an open platform.
A composable platform lets you customize your customer data infrastructure to fit your unique needs. With flexible APIs, developer tools, and a vast ecosystem of integrations, you can build, extend, and innovate without limits.

AI that's accessible.
Twilio Segment makes AI accessible by embedding powerful intelligence directly into your customer data workflows—no data science team required. From predictive insights to automated personalization, teams can harness AI to drive smarter decisions and better experiences, fast.

Quality & compliant data.
Centralized customer data infrastructure enables teams to control what data is collected, where it flows, and how it’s used. With features like data validation, observability, and consent management businesses can maintain compliance and ensure data quality at scale.

[H2]
Twilio Segment CDP use cases

[H3] Enrich customer profiles

Build and automatically enrich identity-resolved profiles with every new interaction to better predict and provide relevant customer experiences in real time.

Unify & enrich your data

Camping World used Twilio Segment’s CDP to enrich customer profiles by capturing and merging behavioral data—from RV browsing and engagement to in‑store interactions—providing a complete, real-time view of the customer journey.

35%

increased conversion rates on paid channels

3M+

reduction in data engineering

Read Camping World’s story

[H3] Activate customer data

Our 700+ pre-built connectors make it fast and easy to get all the data you need into unified customer profiles—and activate those profiles to power the tools you use.

Activate your data

Using Twilio Segment CDP, IBM tracks and tags its customers, creates machine learning models to recommend tailored solutions, and uses that data to proactively reach users with 1:1 product messaging so that users don't get overwhelmed and understand which product to use next.

30%

creased product adoption

70%

increased revenue

Read IBM's story

[H3] Optimize ad spend

Make it easy for marketers to activate first-party data and use AI to build more predictive, precise, and personalized ads that drive conversions and lower customer acquisition costs.

Increase your ROAS

Domino’s turned to Twilio Segment to create a universal view of the customer, better visibility of ad campaign effectiveness, and create hyper personalized audiences with Twilio Engage to increase ROAS, revenue and incremental orders across all paid and owned e-commerce channels.

700%

increase in ROAS

65%

decrease cost per acquisition

Read Domino’s story

[H3] Boost cross-sell and upsell

Use AI to anticipate customer needs and recommend the right item to the right customers at the best time for conversion to drive repeat sales.

Increase customer value

Allergan used Twilio Segment’s CDP to unify customer data and power machine-learning personalization, enabling their Allē loyalty program to deliver tailored offers and communications that drove more effective cross-sell and upsell.

400M

yearly sales driven

3M+

Allē loyalty users

Read Allergen’s story

[H2]
Customer data products

Break down customer data silos to build lasting customer relationships.

Connections

Collect and activate all your first-party data from your warehouse, marketing tools, and communications in one platform.

Unify

Unify data from any source, including the data warehouse, into rich customer profiles for personalization at scale.

Engage

Orchestrate personalized omnichannel campaigns with data from any source in real time.

Contact sales

[H2]
Learn more about how a CDP works

[H2]
Unlock your customer data with the leading CDP

Find the right plan to enable your engineering team to collect and send unified customer data to 750+ integrations. See how you can connect all of your customer data to power personalized customer engagement across every channel.

Contact sales

View pricing

[IMG: Woman wearing an orange shirt stands confidently with arms crossed against a red background.]

[IMG: Woman wearing an orange shirt stands confidently with arms crossed against a red background.]

[H2] One continuous conversation across channels and agents
Now conversations can move across channels or pass from an AI agent to a representative without breaking down or dropping context. The conversation keeps going, no matter what channel you’re on or who you talk to next.

[IMG: Web chat interface showing customer inquiry about Summit G4 availability and AI agent confirming stock.]

[H3] Intelligent Self-service

Deploy AI agents to provide 24/7 self-service

Conversation Relay
Agent Connect

Validate information from company policies, FAQs, and docs for hallucination-free responses

Enterprise Knowledge

Provide access to relevant data from customer history

Conversation Memory

Analyze interactions for high intent or recognize need to escalate to a human agent

Conversation Intelligence
Conversation Orchestrator

[IMG: Web chat with an AI agent handling a high-intent sales query and escalating it to a sales expert.]

[H3] Contextual hand-off

Transfer from AI agents to humans seamlessly

Agent Connect
Flex
Conversation Orchestrator

Surface escalation signals like purchase intent, risk, frustration, or exception workflows

Conversation Intelligence

Cue human agents with an AI‑generated recap of history, risk flags, and next-best steps

Conversation Intelligence
Conversation Memory

Enable agents to continue the conversation without repeating basic questions

Conversation Memory
Conversation Orchestrator

[IMG: A web chat between Alex Smith and Sarah West, switching to SMS with a conversation orchestrator.]

[H3] Cross-channel continuity

Continue conversations across channels in one persistent thread

Conversation Orchestrator
Chat
Agent Connect

Pick up right where the last AI or human agent left off

Conversation Orchestrator
Conversation Memory
SMS

Maintain and apply context at every touch point, so each interaction flows seamlessly

Conversation Memory
Conversation Intelligence
Conversation Orchestrator

[IMG: AI agent helps customer, Alex Smith, with grill setup after recognizing his text message.]

[H3] Persistent memory

Extract and update traits, preferences, products, and issues from conversations

Conversation Intelligence
Conversation Memory

Enrich the Conversation Memory with each interaction

Conversation Intelligence
Conversation Memory

Start every customer conversation with full context for faster, better service

Conversation Memory

Put an end to repeat questions while making your agents and AI smarter with each interaction

Conversation Memory

[H2] Now you can remember every customer detail and keep the conversation going across any channel.

Conversation Relay
Agent Connect
Enterprise Knowledge
Conversation Memory
Conversation Intelligence
Conversation Orchestrator
Flex
Chat
SMS

[H2]
Infrastructure that turns context into conversations

Finally, one platform that can transform data into context-rich conversations, turn customer signals into real-time predictions, and prevent fraud proactively.

Communications

Reach customers anywhere, with programmable communications across every channel.

Identity

Build trust with identity, verification, and compliance that are built into our platform — not bolted on.

Context

Make every interaction smarter with customer data and real-time context woven into the heart of conversations.

Infrastructure

Be ready for what comes next with infrastructure designed for global scale, reliability, and constant change.

[IMG: Diagram showing components of The Twilio Platform including Identity, Data, Conversations, Communications, and Builder Tools.]

[IMG: Diagram showing components of The Twilio Platform including Identity, Data, Conversations, Communications, and Builder Tools.]

[H2] It’s never been easier to deliver amazing engagement

Get a complete view of your customers and empower your team with the context they need to deliver meaningful interactions.

Innovate faster
Build and launch quickly with flexible APIs, up-to-date documentation, no-code tools, and 700+ native integrations that work with your stack.

Reduce complexity
Unify channels, context, and AI-powered engagement on one platform that’s informed by 2.5T+ annual digital interactions.

Scale with confidence
Reach customers in 180+ countries, on infrastructure trusted by 400,000+ customers, with security, compliance, and verifications built in.

68%

of Fortune 500

400,000+

customers

700+

integrations

99.999%

API availability

Why Twilio

[H2]
The trusted platform to build for what comes next

70%
revenue increase

Twilio named a Leader in the inaugural IDC MarketScape: Worldwide Communications Engagement Platforms (CEP) 2026²

Twilio is currently named as the Company to Beat in the AI Vendor Race for CPaaS AI published on 8 Dec 2025¹

60%
lift in self-serve resolution

¹Gartner, AI Vendor Race: Twilio Is the Company to Beat for CPaaS AI, By Ajit Patankar, Lisa Unden-Farboud, 8 December 2025
Gartner is a trademark of Gartner, Inc and/or its affiliates.
Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
²IDC MarketScape: Worldwide Communications Engagement Platforms 2026 Vendor Assessment, April 2026, #US53542326e