Sabio Group, a digital customer experience (CX) transformation provider, has built a new solution to quickly install Google Cloud Contact Center AI (CCAI) across the Twilio Flex platform, extending its collaborations with Google Cloud and Twilio.

Businesses can use the programmability of Twilio Flex to improve their client and user experience with conversational virtual agents enabled by Google Cloud’s Dialogflow CX, Agent Assist, and CCAI analytics, thanks to the new Sabio connector solution.

This is an interesting next stage of their cooperation with Google Cloud and Twilio, and one that powerfully illustrates how AI can be utilized to change customer experiences, remarked Stuart Dorman, Chief Innovation Officer at Sabio.

At Sabio, they are honored to be named one of Google Cloud’s top contact center AI experts in Europe. Their customer base is full of businesses that have benefited from Google Cloud CCAI. Using recommended responses, real-time knowledge suggestions, auto-population of material, and auto-summarization of conversations, they have helped organizations automate or divert voice encounters, enhance first call resolution, and aid call center operators.

For the past two years, they have been building their own products based on Twilio’s Programmable Voice and Google Cloud CCAI, and they are pleased to provide these features to Twilio Flex.  Their native Google Cloud connections give customers immediate access to a world-class conversation AI platform. It demonstrates both their own expertise and knowledge of Twilio and Google Cloud technologies and abilities, notably in relation to Google Cloud CCAI.

Organizations are realizing the promise of AI in improving customer service and providing exceptional customer engagement, explains Matt Rogers, Vice President of Market Development at Twilio. Customers can now use the programmable power of Twilio Flex to quickly design, implement, and evolve Google Cloud CCAI capabilities thanks to the development of the cooperation between Google Cloud, Sabio, and Twilio. Customers may use this solution to deliver critical advancements throughout all channels using conversational virtual agents, with real-time help for agents, all from a single agent desktop and using CCAI analytics to drive continual improvements. The expanded alliance allows for a single cloud platform to deliver highly customized and intelligent contact center capabilities, resulting in engaging client interactions.

Sabio develops solutions and services that effortlessly connect digital and human engagements to enable extraordinary customer experiences as a global specialist in CX and digital transformation technologies.

With this approach, they can now establish high-powered virtual agents in the cloud in a matter of a few minutes, Stuart continued, meaning organizations can see an immediate benefit from their investment. And thanks to pre-built dashboards, the customers may have a better understanding of their customers’ chats with the CCAI virtual agent.

They will continue to develop the solution to enable their customers to design and execute complex Conversational AI solutions that leverage Google Cloud’s strong AI and Twilio Flex framework to provide seamless experiences for customers and contact center advisors.

About Sabio Group

Sabio combines cloud migration knowledge, cutting-edge CX technologies, and deep customer understanding to offer great end-to-end customer experiences.  Sabio has the expertise and solutions businesses need to respond to their clients’ ever-changing needs. Then, using the analytics and insights, they will assist companies in increasing visibility, responsiveness, and control across all customer interaction channels.

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