AI & Twilio Flex Contact Centre | Google Call Centre
Transform your customer and staff communication with Google Call Centre AI and Twilio Flex. Customise intelligent voice and omnichannel workflows to improve CX, protect SLAs, and boost business efficiency.
What It Is
Google Call Centre AI and Twilio Flex Contact Centre form a powerful, cloud-based communications platform designed to automate, augment, and optimise customer and staff interactions across voice and digital channels.
At its core:
- Google Call Centre AI leverages advanced natural language understanding and conversation orchestration to power AI voice agents, deliver contextual routing, and offer real-time agent assistance.
- Twilio Flex offers a fully programmable contact centre platform that enables real-time communication management, custom workflows, and scalable support across voice, SMS, chat, and WhatsApp.
Customisable to Your Needs: Both platforms are modular and flexible. Whether you're enhancing self-service capabilities, routing high-value leads intelligently, or integrating with existing CRMs or support tools, the solution can be tailored to fit any business or operational context.
Mapping Value to the Customer Journey
Google Call Centre AI and Twilio Flex align closely with key customer journey touchpoints
Awareness & Consideration
AI-driven call handling ensures fast response times and consistent brand messaging.
Purchase & Conversion
Dynamic routing connects prospects to the right human agent or automated flow, reducing drop-off and increasing conversion.
Post-Sale & Support
AI voice agents resolve common issues 24/7, while Flex ensures complex queries are escalated to the right agents with full context.
Retention & Loyalty
Proactive engagement, intelligent follow-ups, and satisfaction tracking foster stronger customer relationships.
Awareness & Consideration
AI-driven call handling ensures fast response times and consistent brand messaging.
Purchase & Conversion
Dynamic routing connects prospects to the right human agent or automated flow, reducing drop-off and increasing conversion.
Post-Sale & Support
AI voice agents resolve common issues 24/7, while Flex ensures complex queries are escalated to the right agents with full context.
Retention & Loyalty
Proactive engagement, intelligent follow-ups, and satisfaction tracking foster stronger customer relationships.
Mapping Value Across Business Departments
Marketing
Capture customer insights from every channel to drive targeted, AI-informed campaigns
Sales
Real-time AI prompts during calls and chat boost conversion and personalize outreach
Accounts
Centralized interaction history with sentiment tracking improves relationship management
Service / Product Delivery
Omnichannel support with AI routing ensures faster, smarter issue resolution
Operations
Cloud-native, scalable contact center reduces costs and enables agile service deployment
HR
AI agents assist internal helpdesks, easing onboarding and employee service flows
Support
AI and live agents collaborate to deliver 24/7, context-aware, consistent customer support
Use Cases: Internal and External
External-Facing Use Cases
- Customer support and triage
- Sales and lead routing
- Warranty registration and claim resolution
- Survey and feedback capture
- Booking and reminder flows
Internal Use Cases
- IT helpdesk automation
- HR and onboarding query management
- Inter-departmental task routing
- Real-time SLA and issue reporting
- Staff check-ins or alert systems for multisite operations
Value Across Value Protection, Enhancement & Creation
| Value | Description |
|---|---|
| Value Protection |
|
| Value Enhancement |
|
| Value Creation |
|
Value Protection
- 24/7 AI-driven response prevents SLA breaches.
- Load balancing across teams ensures service continuity.
- Speech analytics spot service issues early.
Value Enhancement
- Personalised call flows and agent augmentation improve CSAT.
- Real-time insights enable fast issue resolution and team coaching.
- Unified interfaces improve team collaboration and efficiency.
Value Creation
- Enables new CX services at scale (e.g. proactive outbound campaigns).
- Supports multilingual and regional expansion without needing local teams.
- Helps launch new revenue channels like voice-based commerce or smart surveys.
Extending Value with AI, Keboola, and Make.com
By combining this contact centre stack with AI, Keboola, and Make.com, businesses unlock the next level of insight and automation
Keboola
Aggregate voice interaction data with other structured/unstructured data (CRM, feedback forms, sales logs) for advanced customer and operational analytics. Identify process bottlenecks, segment calls by revenue potential, and drive performance dashboards.
Make.com
Seamlessly orchestrate multi-step workflows across departments. For example, automate post-call follow-ups, SLA escalations, or integrate smart call summaries directly into Retool dashboards or Google Sheets.
AI Beyond NLU
Use LLMs to summarise conversations, predict intent, suggest next-best-actions, and flag urgent escalation points — reducing manual QA and decision lag.
Keboola
Aggregate voice interaction data with other structured/unstructured data (CRM, feedback forms, sales logs) for advanced customer and operational analytics. Identify process bottlenecks, segment calls by revenue potential, and drive performance dashboards.
Make.com
Seamlessly orchestrate multi-step workflows across departments. For example, automate post-call follow-ups, SLA escalations, or integrate smart call summaries directly into Retool dashboards or Google Sheets.
AI Beyond NLU
Use LLMs to summarise conversations, predict intent, suggest next-best-actions, and flag urgent escalation points — reducing manual QA and decision lag.