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Google Embraces the Contact Center: Page 16 of 21
Twilio Flex and Google Cloud
Twilio worked with Lyft as its customer partner. Lyft's goal not only was to answer a driver's question, but also to review the available information and context proactively to see what other information it might provide the driver to avoid a follow-up call. Also, Lyft wanted to enable agents to help with issues that perhaps they had never dealt with before, using AI.
Twilio took Lyft's entire knowledge base, all the help tutorials that it has for its agents, and plugged it into Cloud Contact Center AI.