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Google Embraces the Contact Center: Page 17 of 21

Twilio Live Coding

On the left, the slide shows the screen Twilio displayed as it added a Google Suggestions element to a Lyft contact center flow. First Cook, with the assistance of Patrick Kolencherry, senior product marketing manager for Twilio Flex, did a sample call that brought up no suggestions, added the new element to the code, then did a second demo. The screen shot on the right shows how the agent is now being offered both an Article Suggestion and an Article Summary on a relatively complex task of updating a driver's insurance record.

While watching developers code may not make the day of every contact center manager, the Google Next audience seemed impressed, as indicated by the loud applause that followed the demonstration. Cook ended his presentation by saying, "We think developers are going to change the world," and he may be right.