Twilio, providers of a customer engagement platform has integrated OpenAI's new Realtime API to the Twilio platform.
The integration of streaming speech-to-speech capabilities— part of the Realtime API—will enable developers to build conversational artificial intelligence virtual agents leveraging OpenAI's multilingual and multimodal GPT-4o model.
OpenAI's Realtime API reduces latency and factors in key components like conversation pacing, interruption handling, tone, and balance between speaking and listening.
Speech-to-speech is also set to support social impact at scale, empowering nonprofit and public-sector organizations to deploy novel use cases, like voice translation in real time. Businesses will be able to connect these capabilities to Twilio's customer engagement platform, enabling them to build conversational AI virtual agents into workflows.
Twilio's native integration with OpenAI's Realtime API with speech-to-speech capabilities makes it possible to build, deploy, and serve customers with virtual agents on a single platform. Using Twilio's scalable voice APIs and software, developers can use advanced features to record calls, view performance and analytics, and extract insights with AI operators. Those calls with virtual agents then become data that can be applied to improve operational efficiency and enable personalization at scale.
"Integrating OpenAI's Realtime API with Twilio's platform enables businesses to offer more natural, real-time AI voice interactions at scale,"said Inbal Shani, chief product officer of Twilio Communications, in a statement. "Businesses can use this to create voice experiences that feel more human and can reduce operational costs and drive higher customer satisfaction."
"The Realtime API's speech-to-speech capabilities are designed to address strong customer demand for conversational AI solutions," said Olivier Godement, head of product for API at OpenAI, in a statement. "We're thrilled to collaborate with Twilio to deliver a world-class developer experience for building and deploying conversational AI agents."