By Beatriz Marie D. Cruz, reporter
Sydney, Australia – US-based customer engagement platform Twilio expects Aarti demandfiSial Intelligence (AI)-powered voice bots to be developed in Asia PacificFMore and more businesses in IC&Japan (APJ) region want to personalize customer support.
“I think voice and voice AI is an area of renaissance,” said Thomas Wyatt, Twilio's chief revenue officer. businessworld on the sidelines of Signal 2025, a conference hosted by Twilio on October 16.
“What wasn't possible before in terms of automating voice and driving personalization is now possible with the combination of raw data and an understanding of the person you're interacting with,” he said. “You combine that with the real-time nature of a voice communication primitive like Twilio, combine it with a big language model, and you can have these incredible voice AI assistant experiences that make it very easy to deliver.”
Twilio helps companies build and embed communication features into their applications by integrating data, communication tools, and AI.
Customers primarily use the platform for key functions such as short messaging marketing, contact center support, bulk text messaging, and e-mail and voice response systems.
Mr. Wyatt said he expects revenue growth to continue in the APJ sector through their increasing market penetration and partnerships with independent software vendors and systems integrators.
For the APJ market, he also expects demand for Twilio's messaging solutions to continue.
“Typically, messaging always has the largest share in almost every region, including APJ,” he said.
“There are a lot of voice, Twilio Flex, contact center capabilities and use cases in this area, especially in the Philippines, where there are a lot of business process optimization and customer support centers. We see those products perform really well here.”
According to the IT and Business Process Association of the Philippines, the Philippines' information technology-business process management industry is expected to generate $40 billion in export revenues this year and grow its workforce by 1.9 million.
Mr. Wyatt said Twilio is increasing investment in its product portfolio so its customers can use its other products.
“The vast majority of our customers still only use one or two of Twilio's products, but there's a lot of natural value-added synergy if you use more,” he said.
“We're investing heavily in product architecture to make it easier to consume more Twilio services across messaging, voice, security, e-mail, and personalization data.”
The company is also looking to expand its product offerings to its markets, such as rich communication services messaging and silent network authentication.
Other opportunities in the Philippine market that will drive demand for Twilio's products include the need to eliminate fraud in companies' platforms through advanced verification.fiThe money, as well as targeted advertising and marketing, Mr. Wyatt said.
He said companies need to skill their employees to better integrate modern technologies into their workFloridaArrears
Twilio's products are deployed in 180 countries, serving industries such as financial services, electronic commerce, transportation, retail, and airlines.
As of early 2025, it has a market capitalization of $14 billion.
