FERNANDO ANGULO / RESEARCH NOTES

Adoption and autonomy are different

Twilio’s January 2026 release describes conversational customer-service AI.

01

36% Mexico

Fully deployed among surveyed Mexican companies.

02

28% globally

Comparator in the same survey, not agent autonomy.

03

Bound the task

Define tools, permissions, cost and failure handling.

04

Review outcomes

Measure reliability before expanding authority.