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Twilio (TWLO) investor relations material

Twilio UBS’s 2025 Global Technology and AI Conference summary

Complete event summary combining all related documents: earnings call transcript, report, and slide presentation.
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UBS’s 2025 Global Technology and AI Conference summary3 Dec, 2025

Market trends and drivers

  • Voice technology is experiencing renewed growth, driven by advancements in AI, speech recognition, and generative voice models, alongside the rise of large language models (LLMs).

  • AI is enabling the automation of routine and complex voice interactions, especially in contact centers and customer service.

  • Voice remains a preferred communication channel in sectors like healthcare, retail, and financial services due to its natural and efficient modality.

  • Enterprises are in early stages of adopting Voice AI, with many testing and gradually ramping up deployments, particularly in regulated industries.

  • The shift to programmatic scaling of voice interactions is expected to eliminate long wait times and improve cost efficiency over the next five years.

Product evolution and differentiation

  • The platform offers modular APIs for global voice connectivity, programmability, and advanced features like recording, transcription, and AI-driven analysis.

  • Conversation Relay and Conversational Intelligence provide abstraction layers for speech recognition, LLM integration, and actionable insights from call data.

  • Customers can choose from multiple AI providers for speech and voice, ensuring flexibility and avoiding vendor lock-in.

  • The infrastructure supports seamless orchestration across voice, messaging, and email channels, enabling true conversational AI experiences.

  • Modular components allow rapid deployment and future upgrades, supporting both ISVs and enterprises in building tailored solutions.

Go-to-market strategy and competitive landscape

  • The developer-friendly approach and global infrastructure attract both startups and large enterprises seeking scalable, reliable solutions.

  • Differentiation comes from programmability, modularity, and integration across communication channels, not just basic connectivity.

  • The platform is positioned as an infrastructure layer, allowing customers to focus on vertical-specific needs while leveraging robust communication tools.

  • Competitive wins are driven by cross-sell opportunities and the ability to consolidate communication needs across multiple channels.

  • The company continues to invest in self-service and developer enablement to capture new Voice AI startups and enterprise use cases.

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Frequently asked questions

The digital communication conglomerate

Twilio is a cloud communications platform that provides developers with APIs (Application Programming Interfaces) to integrate messaging, voice, and video communication services into their applications. The company was founded in 2008 and is headquartered in San Francisco, California.

Twilio's business model centers around providing developers with easy-to-use APIs that enable them to quickly integrate communication features into their applications without having to build these features from scratch. Developers can use Twilio APIs to send SMS messages, make and receive phone calls, and conduct video chats. Twilio charges developers based on usage, with fees determined by the number of messages, minutes, or video sessions used. Other companies with similar offerings and business models are Bandwidth, RingCentral, and Sinch.

From small startups to large corporations

Twilio has gained significant popularity in recent years due to its ease of use, versatility, and scalability. The company's platform has been used by a wide range of companies, from small startups to large enterprises, to build communication features into their applications. Twilio has also expanded its offerings to include programmable wireless services, IoT connectivity, and contact center solutions.

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