# Industry Insights Published articles for Industry Insights. This is one page of public article previews, not the complete archive. Follow Next page to continue. Summaries are not the original full articles. ## What is CIAM in 2026 and why does it matter? DevFeed: [What is CIAM in 2026 and why does it matter?]() Original publisher: [Read original article]() Author: Ravleen Kaur Published: 2026-09-15T00:00:00Z Content type: tutorial Language: en Sources: [Twilio Blog]() Topics: [identity and access management](), [trust](), [ai-governance](), [Security](), [Artificial Intelligence](), [IAM](), [Generative AI]() Tags: [ai-agents](), [ai-governance](), [email](), [fraud](), [fraud-detection](), [identity](), [identity-and-access-management](), [industry-insights](), [messaging](), [mobile](), [trust]() ### AI overview This article explains how customer identity and access management (CIAM) is evolving from point-in-time password checks into a continuous trust and control layer. It describes CIAM's role in authenticating users, governing delegated authority for AI agents, evaluating risk across channels, and balancing low-friction access with fraud detection. It also distinguishes customer identity from workforce IAM. ### Source excerpt Discover how customer identity and access management (CIAM) uses continuous trust, deepfake defense, and agentic AI governance to protect users. ## 9 top conversational AI platforms in 2026 DevFeed: [9 top conversational AI platforms in 2026]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-09-15T00:00:00Z Content type: comparison Language: en Sources: [Twilio Blog]() Topics: [Conversational AI](), [AI Platform](), [Deployment](), [Large Language Model](), [Messaging]() Tags: [ai-platform](), [article](), [conversational-ai](), [industry-insights](), [platforms]() ### AI overview A comparison of conversational AI platforms in 2026, covering hosted agent platforms, infrastructure and APIs, enterprise offerings, and open-source options. It explains how these products differ in model support, deployment ownership, channel coverage, integrations, and human handoff. ### Source excerpt Learn about the top conversational AI platforms in 2026, including infrastructure, enterprise, open source, and agentic options. See what fits your stack. ## Italy's email open tracking pixels rules are changing DevFeed: [Italy's email open tracking pixels rules are changing]() Original publisher: [Read original article]() Author: Denis O'Sullivan Published: 2026-09-14T00:00:00Z Content type: article Language: en Sources: [Twilio Blog]() Topics: [data](), [Forms]() Tags: [2026](), [communications](), [compliance](), [data-protection](), [email](), [industry-insights](), [law](), [legal](), [pixel](), [regulatory](), [requirements]() ### AI overview Italy's data protection authority has issued new rules for email open-tracking pixels. Senders must disclose their use, obtain prior explicit consent for many uses, update opt-in forms, and provide opt-out options. The rules include different requirements for subscribers who joined before and after April 29, 2026, with a compliance deadline of October 28, 2026. ### Source excerpt Italy has followed France and introduced rules around email open tracking pixels. Here's what you need to know. ## What Is SMS Pumping Fraud and How to Stop It DevFeed: [What Is SMS Pumping Fraud and How to Stop It]() Original publisher: [Read original article]() Author: Twilio Published: 2026-09-10T00:00:00Z Content type: tutorial Language: en Sources: [Twilio Blog]() Topics: [Security](), [Messaging](), [Bot](), [Authentication](), [Forms](), [Chat Bot]() Tags: [authentication](), [automated](), [bots](), [fraud](), [how-to](), [industry-insights](), [messaging](), [otp](), [security](), [verification]() ### AI overview This article explains SMS pumping fraud, also known as SMS toll fraud, in which attackers use bots and fake phone numbers to trigger large volumes of automated SMS messages. It describes impacts such as increased messaging costs and reduced conversion rates, and introduces detection and prevention measures. ### Source excerpt SMS pumping fraud is an urgent problem for businesses that use SMS. Learn more about SMS pumping and how to prevent it. ## 10+ best practices to improve your email deliverability DevFeed: [10+ best practices to improve your email deliverability]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-09-09T00:00:00Z Content type: tutorial Language: en Sources: [Twilio Blog]() Topics: [email](), [SendGrid](), [API]() Tags: [best-practices](), [deliverability](), [domain](), [email](), [industry-insights](), [marketing](), [sendgrid](), [spam](), [spoofing](), [subscriber]() ### AI overview This tutorial explains email deliverability and presents more than ten practices for improving inbox placement, including domain authentication, double opt-in, non-spammy subject lines, list cleaning, and avoiding spam traps. It also distinguishes delivery from deliverability and discusses sender reputation and subscriber engagement. ### Source excerpt Email deliverability determines whether your messages reach inboxes or spam folders. Follow these 10+ best practices to improve your deliverability rates. ## Choosing a low-latency infrastructure layer for conversational AI DevFeed: [Choosing a low-latency infrastructure layer for conversational AI]() Original publisher: [Read original article]() Author: Luke Morgan Published: 2026-09-08T00:00:00Z Content type: article Language: en Sources: [Twilio Blog]() Topics: [Low Latency](), [Conversational AI](), [Artificial Intelligence](), [systems]() Tags: [conversational-ai](), [industry-insights](), [inference](), [infrastructure](), [low-latency](), [real-time](), [voice-ai]() ### AI overview This article explains how infrastructure choices affect latency in conversational AI call-center systems. It describes a unified path for speech recognition, language-model processing, and speech synthesis, and presents Twilio's ConversationRelay as a low-latency voice pipeline with median latency under 0.5 seconds. ### Source excerpt ConversationRelay delivers real-time speech recognition for call centers, with under 0.5s median latency. See how Twilio powers low-latency conversational AI. ## What is bring your own LLM (BYO LLM)? DevFeed: [What is bring your own LLM (BYO LLM)?]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-09-04T00:00:00Z Content type: tutorial Language: en Sources: [Twilio Blog]() Topics: [Large Language Model](), [vendor lock-in](), [Artificial Intelligence]() Tags: [agents](), [industry-insights](), [integration](), [large-language-model](), [llm](), [platforms](), [vendor-lock-in]() ### AI overview The article explains bring your own LLM (BYO LLM), an architecture that lets organizations choose and change the large language model powering their AI agents. It describes how Twilio's Agent Connect mediates between selected models and communication channels, preserving context while separating model ownership from platform-provided voice, messaging, streaming, identity, and escalation capabilities. ### Source excerpt Bring your own LLM (BYO LLM) lets you choose the large language model powering your AI agents rather than accepting whatever your platform ships with. ## 4 must-ask questions before you delegate to your AI agent DevFeed: [4 must-ask questions before you delegate to your AI agent]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-09-03T00:00:00Z Content type: opinion Language: en Sources: [Twilio Blog]() Topics: [AI Agent](), [Automation](), [User Experience]() Tags: [ai-agent](), [automation](), [cost](), [industry-insights](), [user-experience](), [workflows]() ### AI overview This article presents four questions for evaluating tasks before delegating them to an AI agent: assess how reversible mistakes are, avoid sensitive areas such as money, health, and identity, distinguish simple completion from empathetic interaction, and provide sufficient context. It recommends hybrid workflows in which AI gathers data while humans make critical decisions, and prioritizing tasks by error cost rather than ticket volume. ### Source excerpt Before you automate a task with AI, run it through these questions. Because customers draw the line when it comes to money, health, and signatures. ## Continuous identity intelligence for post-login security evaluation DevFeed: [Continuous identity intelligence for post-login security evaluation]() Original publisher: [Read original article]() Author: Catie Kolander Published: 2026-09-01T00:00:00Z Content type: article Language: en Sources: [Twilio Blog]() Topics: [Digital Security](), [Authentication](), [MFA](), [API](), [passwords](), [Passkeys]() Tags: [ai](), [authentication](), [industry-insights](), [mfa](), [passwords](), [security]() ### AI overview The article argues that passwords, MFA, and passkeys secure only the initial login, while later session activity may become risky. It advocates continuous post-login identity and context evaluation, delegated authority, communication guardrails, and auditability for sensitive actions. ### Source excerpt Secure your platform in the AI era with continuous identity intelligence. Learn how. ## How to disclose AI to customers without killing the conversation DevFeed: [How to disclose AI to customers without killing the conversation]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-09-01T00:00:00Z Content type: tutorial Language: en Sources: [Twilio Blog]() Topics: [Artificial Intelligence](), [AI Agent]() Tags: [ai](), [ai-agent](), [customer-service](), [how-to](), [industry-insights]() ### AI overview This tutorial explains how customer service teams should disclose AI agents at the start of conversations. It recommends brief, explicit introductions that describe the agent's capabilities and provide an immediate way to reach a human. It also discusses research indicating that honest, well-timed disclosure supports customer interactions better than hiding or minimizing AI involvement. ### Source excerpt Teams worry that telling customers they're talking to AI will hurt engagement. Not true. Learn what to say, when, and what to avoid instead. ## Complete guide to sending email to Google: Rules, signals & setup DevFeed: [Complete guide to sending email to Google: Rules, signals & setup]() Original publisher: [Read original article]() Author: Tony Williams Published: 2026-09-01T00:00:00Z Content type: tutorial Language: en Sources: [Twilio Blog]() Topics: [Google](), [Authentication](), [Security]() Tags: [authentication](), [deliverability](), [email](), [google](), [guide](), [how-to](), [industry-insights](), [metrics](), [requirements](), [security]() ### AI overview Twilio's guide explains how Google evaluates incoming email, covering SPF, DKIM, DMARC, spam-rate management, sender reputation, user engagement, and Google Postmaster Tools. It distinguishes consumer Gmail from Google Workspace and describes differences in filtering and administrator controls. ### Source excerpt Learn how Google filters incoming email: SPF, DKIM, DMARC requirements, spam rate thresholds, and how to use Google Postmaster Tools to protect deliverability. ## The gap between brand and consumer perceptions of AI agent disclosure DevFeed: [The gap between brand and consumer perceptions of AI agent disclosure]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-08-31T00:00:00Z Content type: opinion Language: en Sources: [Twilio Blog]() Topics: [AI Agent](), [Artificial Intelligence](), [Support]() Tags: [ai](), [ai-agent](), [ai-transparency](), [customer-experience](), [industry-insights](), [trust](), [widget]() ### AI overview Twilio research finds that 81% of brands say their AI agents identify themselves, while only 22% of consumers report experiencing that disclosure. The article examines how unclear or inconsistent disclosures create a transparency and trust gap and recommends identifying the AI clearly at the start of interactions. ### Source excerpt 81% of brands say their AI identifies itself. Only 22% of consumers agree. Learn why the gap exists and how to close it. ## Why 78% of customers try to bypass your AI agent DevFeed: [Why 78% of customers try to bypass your AI agent]() Original publisher: [Read original article]() Author: Jesse Sumrak Published: 2026-08-28T00:00:00Z Content type: article Language: en Sources: [Twilio Blog]() Topics: [AI Agent](), [Support](), [Automation](), [Artificial Intelligence]() Tags: [agents](), [ai](), [ai-agent](), [ai-transparency](), [automation](), [customer-service](), [industry-insights](), [support]() ### AI overview Twilio research reports that 78% of consumers have tried to bypass an AI agent to reach a human, while 63% want an easy escalation path. The article attributes this behavior to concerns about transparency, high-stakes tasks, and inefficient interactions, and describes consumers' preferences for disclosure, human escalation, and reliable AI. ### Source excerpt New Twilio research finds 78% of consumers have tried to bypass an AI agent to reach a human. Here's why (and what to do about it).