Twilio Talks: The New Era of Conversations

Unify your channels, carry context across AI and human agents, and build seamless customer journeys that never have to restart.

July 22, 2026 at 09:00 AM PDT
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Keynote

Conversational AI Now: Unlocking Real-World Impact and ROI

Enterprise AI investment is up 44% year-over-year, yet 56% of leaders report zero ROI. The reason? AI is being built on fragmented communication infrastructure. Every time a customer switches channels, their context resets—forcing them to repeat their story, endure long wait times, and deal with disconnected bots that have no memory of their previous interactions.

In this session, Oscar Bonifassi, VP of Engineering at Centerfield, joins us for a fireside chat to break down the exact metrics and architecture they used to unite fragmented channels, eliminate repetitive customer friction, and finally turn AI pilots into profitable production value.

What you'll learn:
  • The exact architecture Centerfield used to unify voice, SMS, and web into one continuous customer conversation
  • How persistent context across channels eliminated friction and improved conversion
  • Concrete strategies and metrics to turn your AI stack into a measurable business asset
Speakers
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  • Andy O'Dower
    VP, Field CTO
    Twilio
    • Andy O'Dower

    Andy O'Dower

    VP, Field CTO
    Twilio
  • Oscar Bonifassi
    VP, Engineering
    Centerfield
    • Oscar Bonifassi

    Oscar Bonifassi

    VP, Engineering
    Centerfield
Breakout session

Product Demo: Building the Continuous Conversation

See a comparison of a broken customer journey versus a unified one, proving exactly how much friction and customer churn is caused by disconnected data. This technical walkthrough reveals how to orchestrate multi-channel workflows, blend automated AI bots alongside human agents seamlessly, and preserve context.
Key takeaways
  • Discover how to eliminate the friction of dropped sessions and forced context resets across WhatsApp, SMS, and Voice
  • See the logic needed to seamlessly transition users from AI bots to live agents without losing context
  • See how a single context layer keeps customer identity intact so your systems always know who is calling and why
Speakers
Twilio Talks: The New Era of Conversations
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Virtual Event - Twilio Talks: The New Era of Conversations