Twig

Twig is an AI co-pilot specifically designed for customer experience teams working with complex products. It's designed to improve the speed and quality of customer responses by generating answers based on a combination of help articles, resolved tickets and support channels. This means teams can respond to customers 2x faster and spend less time on customer inquiries.

Twig includes several features that are designed for customer experience teams:

• Factual answers: Offers answers that are grounded in credible sources that can be verified independently.
• AI response control: Allows teams to review and contribute tribal knowledge to improve response quality.
• AI personas: Offers multiple personas that are trained for different CX roles so responses are tailored to the unique voice of each role.
• Ecosystem data integration: Pulls data from third-party sources and generates new synthetic data to improve answer quality.
• Personalization: Allows teams to customize their own answering style and tone through templates.
• Insights and oversight: Tracks accuracy and usage to help teams pick the best data sources and improve the AI model.

Twig works in both agent-assisted and customer self-service modes and includes playbooks from customer success leaders. Customers have reported dramatic reductions in customer response time, with some reporting 50%+ reductions. The platform is designed to be highly scalable, with templates that allow for large-scale personalization.

Twig's AI model is designed from the ground up to meet the needs of customer experience teams, making it adaptable for a range of CX roles including support, success, operations and onboarding. With Twig, teams can respond to customers faster and more accurately without sacrificing control over the AI's output.

Twig is SOC 2 certified, which means it's got strong security and data protection. Customers can reach out to the website for more information.

Published on June 14, 2024