Revolutionize Customer Engagement with AI-Powered Virtual Agents

• Conversational AI & Virtual Agents – Learn how AI-driven automation enhances self-service and reduces reliance on live agents while improving customer satisfaction.
• Cross-Channel Orchestration – Discover how to unify customer journeys across voice, chat, and digital touch points for seamless engagement.
• Data-Driven Personalization – See how conversational data, customer insights, and AI-driven context power more relevant, dynamic interactions.
• AI-Powered Human Assistance – Explore how AI augments live agents with real-time insights, intelligent routing, and automated summaries to improve efficiency and resolution times.
• Building with Twilio – Get hands-on with Twilio’s latest AI innovations, including Conversation Relay, AI Assistants, and custom BYO-AI virtual agents, and learn how to deploy these solutions in weeks, not months.

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  Christopher Connolly

  Director - Solutions Engineering | Twilio

Christopher Connolly
Director - Solutions Engineering | Twilio
Christopher Connolly is Solutions Engineering Lead for the Communications business at Twilio.

Based in Sydney, Australia, Connolly leads the development and implementation of innovative, customer-centric strategies at Twilio. Known for delivering business-critical solutions, Connolly excels at driving growth and innovation for Twilio’s customers. His extensive international experience across banking, telecommunications and government sectors has equipped him with the expertise to craft bespoke solutions tailored to unique needs across diverse markets.

Prior to Twilio, Connolly held various senior roles at Genesys, most recently as Vice President of Product Marketing. He was responsible for conceptualising and implementing marketing strategies to drive innovation, business value, and differentiation for growth in revenue and customer success. Connolly has also held roles at Dimension Data and Commonwealth Bank.

As a recognised thought leader in the field, Connolly holds eight patents for customer experience innovations. His insights on AI, chatbots, and mobile marketing strategies have garnered him recognition in notable publications including AdWeek, Opus Research, and VentureBeat.
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  Des Hartman

  Solutions Architect | Twilio

Des Hartman
Solutions Architect | Twilio
Des Hartman is a Solutions Architect for the Communications business at Twilio focussed on customers in Australia and New Zealand

Based in Sydney, Australia, Des works with key strategic enterprise customers in Australia, developing innovative solutions utilising Twilio products and services. His extensive international experience across telecommunications, payments and enterprise sectors has equipped him with the expertise to craft leading edge and bespoke solutions tailored to unique needs across local & diverse international markets.

Prior to Twilio, Des held various roles at Telecommunications companies including Telstra, Metaswitch, Siemens and Alcaltel, along with roles in smaller niche players such as SecureCo and IVSTel. He almost always help Solution Engineering and Product Management role, most recently as head of products and solution sales at SecureCo, where he was responsible for conceptualising and implementing voice payment strategies to drive PCI DSS compliance, business value, and differentiation for growth in revenue and customer success.

As a thought leader in the field of innovative Voice & Payment solutions, Des has ensured the successful implementation of product lines in the voice payment space, significantly simplifying product lines and solutions.
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  Sarah Biffle

  Staff Developer Evangelist | Twilio

Sarah Biffle
Staff Developer Evangelist | Twilio
Sarah Biffle is the Program Owner for Twilio Forge, where she helps guide projects that enhance developer experiences. With a background as a Developer Evangelist and Solutions Engineer, she enjoys exploring Twilio technologies and supporting developers in building innovative solutions. Before her current role, she worked in consulting, providing technical insights and solutions to clients. Sarah’s diverse experience and enthusiasm for innovation make her a valuable contributor to the tech community.