Unified Profiles in Flex
Unified Profiles in Flex provides your Flex agents with real-time customer data from multiple enterprise systems. Agents can view each customer’s details and a historical timeline that shows a customer’s previous activities, enabling agents to provide personalized support based on a customer’s history. Unified Profiles is currently in beta and access is limited.
Public Beta
Unified Profiles 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.
To try out Unified Profiles, request access from the CustomerAI page in your Flex Console. After you sign up, a Twilio Flex team member will contact you.
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.
For more information about Unified Profiles, see the CustomerAI documentation.
This page was last modified: 28 Feb 2024
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