Nico Acosta's guest appearances

Nico Acosta

One on One Interviews

VUX World

Bret Kinsella

Dan Miller

Dave Isbitski

Anthony Smith

Pamela Wilson

Jeff Bezos

James Ross

Dennis Mortensen

David Clark

Paul Greenberg

Kieran Flanagan

Des Traynor

Rod Drury

John Campbell

Jay Baer

OwlTail

Last month I had the opportunity to check out Twilio  ’s annual user conference, Signal.  Twilio, a platform that allows developers to build communications-enabled (voice, text, chat, email), shared a few stats that really caught my attention:• Twilio sends 50 billion emails a month on behalf of their customers• They send 200 million SMS messages a day• 53% of WhatsApp messages Twilio customers sent got a reply With numbers like these it’s safe to say that Twilio has a pretty good pulse on how current and emerging communication channels are shaping customer engagement, experiences and journeys.  And I had a chance to speak with Nico Acosta, Twilio’s Director of Product for AI/ML, to dig in a bit on what they’re seeing in terms of how voice, chat and other new channels are impacting the customer journey.

Last month I had the opportunity to check out Twilio ’s annual user conference, Signal. Twilio, a platform that allows developers to build communications-enabled (voice, text, chat, email), shared a few stats that really caught my attention: • Twilio sends 50 billion emails a month on behalf of their customers • They send 200 million SMS messages a day • 53% of WhatsApp messages Twilio customers sent got a reply With numbers like these it’s safe to say that Twilio has a pretty good pulse on how current and emerging communication channels are shaping customer engagement, experiences and journeys. And I had a chance to speak with Nico Acosta, Twilio’s Director of Product for AI/ML, to dig in a bit on what they’re seeing in terms of how voice, chat and other new channels are impacting the customer journey.

Nico Acosta of Twilio: Channels Converging to Improve CX Throughout Customer Journey

This week, Dustin and Kane chat with Nico Acosta, Director of Product and Engineering at Twilio, about how companies are approaching multi-channel conversational strategies.Presented byIf you're using things like Lucid Charts and Microsoft Visio to design your conversational experiences in, you should check out BotMock. Those tools are business process mapping tools, are limited and will disrupt your rapid prototyping capability. BotMock is a purpose-built conversational design tool that'll have you rapidly prototyping and testing in no time.Check it out for freeIn this episodeWe chat to Nico Acosta about how he's observing companies approach their conversational strategy using Twilio's Autopilot platform. This builds on the episode with Elaine Lee where we spoke about Autopilot from a design perspective. This time, we're zooming out and looking at how Autopilot can fuel your whole conversational strategy across all channels.Nico has a fresh perspective on technology architecture, building on conversations we've had with Matt Hartman and Charlie Cadbury and providing detail on how to actually build once and deploy across all conversational channels, including voice assistants, chat bots and phone lines.We discuss some of the parallels and similarities between IVR design and development compared to voice assistant creation, and how the IVR, voice assistant and chatbot industries are converging.Nico also shares some insights into the kind of use cases that are working well, including a chat bot that automatically generates a website for a small business based on a short conversation. Nico also shares his dream application of Twilio Autopilot, which is all about obliterating being put 'on hold' when calling a company.LinksFollow Nico on TwitterCheck out AutopilotBecome an expert conversation designerThe Conversational Academy is a fantastic online course that'll teach you the ins and outs of conversation design. Prepare yourself for the UX role of the future and enrol on the course today. VUX World listeners will save $100 when you enrol at conversationalacademy.com. Hosted on Acast. See acast.com/privacy for more information.

This week, Dustin and Kane chat with Nico Acosta, Director of Product and Engineering at Twilio, about how companies are approaching multi-channel conversational strategies. <h3>Presented by</h3><a href="https://botmock.com/vuxworld/" rel="nofollow" target="_blank"></a>If you're using things like Lucid Charts and Microsoft Visio to design your conversational experiences in, you should check out <a href="https://botmock.com/vuxworld" rel="nofollow" target="_blank">BotMock</a>. Those tools are business process mapping tools, are limited and will disrupt your rapid prototyping capability. <a href="https://botmock.com/vuxworld" rel="nofollow" target="_blank">BotMock</a> is a purpose-built conversational design tool that'll have you rapidly prototyping and testing in no time.<a href="https://botmock.com/vuxworld" rel="nofollow" target="_blank">Check it out for free</a> <h2>In this episode</h2>We chat to Nico Acosta about how he's observing companies approach their conversational strategy using Twilio's Autopilot platform. This builds on the episode with Elaine Lee where we spoke about Autopilot from a design perspective. This time, we're zooming out and looking at how Autopilot can fuel your whole conversational strategy across all channels.Nico has a fresh perspective on technology architecture, building on conversations we've had with Matt Hartman and Charlie Cadbury and providing detail on how to actually build once and deploy across all conversational channels, including voice assistants, chat bots and phone lines.We discuss some of the parallels and similarities between IVR design and development compared to voice assistant creation, and how the IVR, voice assistant and chatbot industries are converging.Nico also shares some insights into the kind of use cases that are working well, including a chat bot that automatically generates a website for a small business based on a short conversation. Nico also shares his dream application of Twilio Autopilot, which is all about obliterating being put 'on hold' when calling a company. <h3>Links</h3><a href="https://twitter.com/acossta?lang=en" rel="nofollow" target="_blank">Follow Nico on Twitter</a><a href="https://www.twilio.com/autopilot" rel="nofollow" target="_blank">Check out Autopilot</a> <h2>Become an expert conversation designer</h2><a href="http://conversationalacademy.teachable.com/p/conversation-design-fundamentals/?coupon_code=VUX100&amp;affcode=231963_tjbetjpf" rel="nofollow" target="_blank"></a>The Conversational Academy is a fantastic online course that'll teach you the ins and outs of conversation design. Prepare yourself for the UX role of the future and enrol on the course today. VUX World listeners will save $100 when you enrol at <a href="http://conversationalacademy.teachable.com/p/conversation-design-fundamentals/?coupon_code=VUX100&amp;affcode=231963_tjbetjpf" rel="nofollow" target="_blank">conversationalacademy.com</a>. Hosted on Acast. See <a href="https://acast.com/privacy" rel="noopener noreferrer nofollow" target="_blank">acast.com/privacy</a> for more information.

Multi-channel conversational strategies with Nico Acosta