United StatesTechnology and telecom2024 – ongoingTwilio
AI help center assistants for customer support
Twilio reported a 75% ticket resolution rate when its help center AI was engaged
Problem
Twilio sought to make post-sale customer support more efficient.
Approach
Twilio deployed Help Center Assistants as part of its internal use of AI built on its own technology. It reported a ticket resolution rate for interactions involving AI as of December 2024.
Results
75%ticket resolution rate when Help Center AI was engaged, as of December 2024, per Twilio
Takeaway
The reported rate covered tickets where AI was engaged. It did not describe the share of all support demand handled by AI.
Categories
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
[1]Twilio2025
Twilio described internal AI applications built on its technology. It reported a 75% ticket resolution rate for Help Center Assistants when AI was engaged, measured as of December 2024.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026