Sam Richardson

In this engaging discussion, Sam Richardson, Director of Exec Engagement at Twilio, shares his expertise on revolutionizing customer support through voice AI. He emphasizes that while technology is advancing, the human touch remains crucial for effective problem-solving. Richardson sheds light on customer preferences for transparency regarding AI interactions and the importance of providing an escalation path to human agents. He also discusses how Twilio's tools allow businesses to enhance their systems without starting from scratch, ensuring that no customer feels left behind in the support process.