Oct 26, 2026 · 11 min · 7 segments
Twilio’s Sam Richardson explains why customer context, identity, and reassurance must travel between AI, human agents, and channels. AI customer service may be getting faster and more…
Rhys FisherHost
Do you think that organizations have maybe put enough time and effort into those areas you're outlining? Because I think that makes a lot of sense.
A lot of the talk you hear about it is it's making it faster, it's making it more conversational.
Do you think perhaps there also needs to be a little bit more work into those areas that you've just outlined there?
That's what they always say, isn't it? And I think that going back to some of those principles of understanding customers, understanding that reassurance, understanding what people need in order to feel reassured is probably essential.
With the technology, because they're excited about what it can do and excited about the deflection rates and the containment rates, which, by the way, you know, are really high.
And I think our research also showed that something like 81% of customers have... said that they have saved time using bots.
So we can only imagine what kind of savings organizations are getting with that as well.
But I do think that there's something about, first of all, standing the technology up and then starting to look at all of those ways that it can be optimized and improved, just as you would any other technology.
And sometimes slower, especially when you're talking about sensitive areas like financial services and any kind of high emotion call.
I think slower is often better than just forging forward with speed and risking breaking some trust in the, you know, you need to think about it as an ecosystem of trust because there are so many ways that you can make or break trust.
And I think this is one of them where potentially going slower is a good thing and can pay dividends in the end.
Do you think that organizations have maybe put enough time and effort into those areas you're outlining? Because I think that makes a lot of sense.
A lot of the talk you hear about it is it's making it faster, it's making it more conversational.
Do you think perhaps there also needs to be a little bit more work into those areas that you've just outlined there?
That's what they always say, isn't it? And I think that going back to some of those principles of understanding customers, understanding that reassurance, understanding what people need in order to feel reassured is probably essential.
With the technology, because they're excited about what it can do and excited about the deflection rates and the containment rates, which, by the way, you know, are really high.
And I think our research also showed that something like 81% of customers have... said that they have saved time using bots.
So we can only imagine what kind of savings organizations are getting with that as well.
But I do think that there's something about, first of all, standing the technology up and then starting to look at all of those ways that it can be optimized and improved, just as you would any other technology.
And sometimes slower, especially when you're talking about sensitive areas like financial services and any kind of high emotion call.
I think slower is often better than just forging forward with speed and risking breaking some trust in the, you know, you need to think about it as an ecosystem of trust because there are so many ways that you can make or break trust.
And I think this is one of them where potentially going slower is a good thing and can pay dividends in the end.
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