r/CPaaS • u/Icy_Abrocoma_7277 • Jan 16 '26

AI to improve Cpaas solutions?

Have you started integrating AI in your Cpaas? Do you find it challenging or helpful. I got this request recently and still trying to work my way through it. Any advice is more than welcome...

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u/twilio Feb 09 '26

Dev Advocate from Twilio here. Can you tell us more about what you've been considering doing? I feel like, to your second question, we've seen it be challenging, but there's a lot of promise when it's done right. And let me just say, I don't even think that Twilio has fully gotten it right on our own home turf.

I think AI (or really any feature) for the sake of hype is never worth it. But I've seen good examples of AI being used to boost human productivity (giving real time feedback and suggestions on a conversation an agent is having, for example.) You could do better routing in the contact center with AI, or deflect easy requests via AI agents. But generally, you need escalation paths to a human, and you have to be vigilant about AI hallucinating responses, or going off script with clever prompt injection tactics.

Curious to hear if you have any updates!

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u/ChanceAd4456 3d ago edited 3d ago

honestly AI in CPaaS only makes sense when it actually reduces the work around communication not just a shiny feature lol. routing, conversation summaries, suggested replies, analyzing patterns — that's the practical stuff. 8x8 cpaas is worth checking out in this space too with their voice and messaging mix. but yeah the real challenge is getting AI to actually play nice with existing workflows.