Twilio turns customer conversations into agent-ready workflows

What changed: Twilio said its new platform capabilities are generally available, including Conversation Memory, Conversation Orchestrator, Conversation Intelligence, and Agent Connect, designed to keep context across conversations involving customers, employees, AI agents, and business systems. The update also includes voice AI improvements such as PCI-compliant voice workflows, Deepgram integration for real-time speech recognition, and analytics access for latency and quality monitoring.

Why it matters: For sales, support, and customer-success teams, this points to a practical next step: stop treating AI agents as separate chatbots and start evaluating whether your communications platform can remember context across channels. Operators should look for systems that let an agent hand off to a human without forcing the customer to repeat the whole story.

Try/watch: Test one high-volume workflow, such as billing questions or appointment changes, and measure whether the agent improves resolution time without increasing escalations.

SAP production agents move factory planning closer to exception automation

What changed: SAVIC’s May 8 guide says SAP’s Production Planning and Operations Agent is generally available in Q2 2026 and can validate material availability, capacity constraints, and scheduling conflicts for manufacturing teams. The same guide lists related Q2 manufacturing agents for field-service dispatching, asset health, quality inspection, and outbound logistics task coordination.

Why it matters: Manufacturers usually lose time when planners have to chase inventory, routing, capacity, and delivery conflicts across multiple systems. A production-planning agent is useful if it reduces the manual investigation around exceptions, not just if it summarizes dashboards.

Try/watch: Start with one planning bottleneck, such as material shortages or late work orders, and require the agent to show the source data behind every recommendation before allowing automated updates.