Predictive and Generative AI/ML Features…

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Predictive and Generative AI/ML Features Addendum

Last Updated:** May 4, 2026

This Predictive and Generative AI/ML Features Addendum (“Addendum”) is effective as of the date you (“Customer” or “you”) initially enable any AI/ML Features (as defined below) within the applicable products and services provided by Twilio (as defined below) or its affiliates (“Services”). Twilio may update the terms of this Addendum from time to time, provided that Twilio provides Customer with reasonable prior written notice of any material updates. If Customer does not agree to the material updates to the terms of this Addendum, Customer will have the opportunity to discontinue its use of the AI/ML Features.

IF YOU DO NOT AGREE WITH THE TERMS OF THIS ADDENDUM, YOU SHOULD NOT USE OR OTHERWISE ENABLE ANY AI/ML FEATURE WITHIN THE SERVICES.

This Addendum is between Customer and the Twilio entity that has entered into the agreement (“Twilio”) covering Customer’s use of the Services (“Agreement”) and forms part of the Agreement.

1. Definitions

“AI/ML Content” means (a) Input (as defined below) that is processed (as defined below) through any AI/ML Feature or (b) Output (as defined below) prompted or generated by any AI/ML Feature.

“AI/ML Features” means Twilio’s or, subject to Section 5 (Third-Party AI/ML Technology) of this Addendum, a third party’s artificial intelligence or machine learning technology, as applicable, that (a) uses Input to predict outcomes or is capable of generating new content; (b) is included as part of the Services; and (c) is enabled by Customer within Customer’s account.

“AI/ML Features Documentation” means Twilio’s standard technical documentation for the AI/ML Features, the current version of which is available at https://www.twilio.com/docs and https://www.segment.com/docs.

“End User” means any user of (a) the Services or (b) any software application or other products and services provided by Customer and used in connection with Customer’s use of the Services under the Agreement.

“High Risk Activities” means any operation (a) of nuclear facilities, air traffic control, life support systems, or clinical purposes; (b) that is overseen by, or requires clearance or approval from, a regulatory authority; (c) that could lead to death, personal injury, or environmental damage; (d) that constitutes automated decision-making to make a legal, significant, consequential, or similar high risk decision regarding an individual, a group, or subjects of the decision; or (e) that constitutes prohibited use, high risk, or unacceptable risk relating to the use of the AI/ML Features under applicable law or regulation.

“Input” means any data or information Customer provides to Twilio to be processed via any AI/ML Feature.

“Output” means any data or information generated by any AI/ML Feature that is prompted by or generated from, as applicable, Input.

“personal data” means any data or other information relating to an identified or identifiable natural person or as otherwise defined or interpreted under applicable data protection law or regulation. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier, such as a name, an identification number, location data, an online identifier, or one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that natural person.

“processing” (and “process”) means any operation or set of operations performed on AI/ML Content, or on sets of AI/ML Content, whether or not by automated means, such as collection, recording, organization, structuring, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination, or otherwise making available, alignment or combination, restriction, erasure, or destruction.

“Sensitive Data” means an individual’s (a) social security number, passport number, driver’s license number, or similar identifier (or any portion thereof); (b) credit or debit card number (other than the truncated (i.e., last four digits) of a credit or debit card number), financial information, banking account numbers, or passwords; (c) employment, financial, genetic, biometric or health information; (d) racial, ethnic, political, or religious affiliation, trade union membership, or information about sexual life or sexual orientation; (e) account passwords, mother’s maiden name, or date of birth; (f) criminal history; or (g) any other information or combinations of information that falls within the definition of “sensitive” or “special categories of data” under applicable data protection law or regulation.

“Twilio Acceptable Use Policy” means the Twilio Acceptable Use Policy, the current version of which is available at https://www.twilio.com/legal/aup.

Any capitalized term not defined in this Section 1 will have the meaning provided in this Addendum.

2. Access to AI/ML Features. Customer must actively enable an AI/ML Feature in order to use it. Customer will ensure that AI/ML Content and Customer’s use of any AI/ML Feature comply with the Agreement, this Addendum, the Twilio Acceptable Use Policy, and the applicable AI/ML Features Documentation. AI/ML Features are entirely optional and not required to use the Services. As part of Customer’s access to any AI/ML Feature, Customer agrees to provide Twilio with any information regarding Customer’s use of such AI/ML Feature upon Twilio’s written request.

3. AI/ML Features Use Restrictions. Customer may not use the AI/ML Features (a) to develop its own artificial intelligence products, services, features, or technology, or any machine learning models or technology; (b) to mislead anyone that an Output was solely human generated; and (c) for High Risk Activities. Customer is prohibited from using any personal data, confidential data or information, or Sensitive Data (collectively, “Prohibited Data”) as Input with any AI/ML Feature that expressly prohibits its use in the applicable AI/ML Features Documentation or via a notice in Customer’s Twilio account.

4. AI/ML Content

4.1 Processing of AI/ML Content. Customer agrees it has the right to provide the AI/ML Content to Twilio and its affiliates for processing in accordance with this Addendum.

(a) Customer Instructions. Customer and Twilio agree that, in accordance with Customer’s instructions, Twilio and its affiliates will process AI/ML Content (i) as set forth in the Agreement and this Addendum; (ii) as necessary to make available and improve the performance, functionality, safety, and security of the AI/ML Features, which includes, without limitation, development and model training to detect, investigate, and prevent security incidents, network exploits and abuse, spam, and violations of our Twilio Acceptable Use Policy; (iii) as necessary to comply with applicable law or regulation; and (iv) to improve, train, or fine-tune the AI/ML Features solely for Customer’s benefit in connection with Customer’s use of such AI/ML Features.

(b) Training Other AI/ML Features. Twilio agrees that AI/ML Content will not be used to improve, train, and fine-tune Twilio’s other AI/ML Features and any related models not used by Customer, without Customer’s acceptance of or agreement to supplemental terms granting Twilio the right to do so.

4.2 Output. AI/ML Features use emerging technology that may provide Output that is inaccurate, is offensive, poses a threat to public safety, or is not designed or intended to meet Customer’s needs, expectations, or legal, regulatory, or compliance obligations. Customer is solely responsible for reviewing, editing, and amending any Output before publishing, using, or relying on such Output. Due to the nature of artificial intelligence or machine learning technology, Output may not be unique, and any AI/ML Feature may generate the same or similar Output for other customers. Twilio does not guarantee the generation of Output by any AI/ML Feature.

5. Third-Party AI/ML Technology. Twilio may use artificial intelligence or machine learning technology provided by a third party (“Third-Party Technology”) to provide some or all of the functionality for the AI/ML Features. By using the AI/ML Features, Customer acknowledges and permits Twilio and its affiliates to disclose any Input, as determined by Twilio, in its sole discretion, with the applicable Third-Party Technology provider; provided, however, no Input will be disclosed to a Third-Party Technology provider for the purpose of training or fine-tuning its underlying base model, without Customer’s acceptance of or agreement to supplemental terms granting Twilio the right to do so. AI/ML Features that use any Third-Party Technology are identified in Exhibit A attached hereto. Customer will comply with the applicable Third-Party Technology provider’s acceptable use terms identified in Exhibit A attached hereto. Twilio is not an agent or partner or in a joint venture with any Third-Party Technology provider.

6. Consents and Right to Review. Some AI/ML Features may provide automatic speech recognition technology, speech-to-text or text-to-speech capabilities, or natural language understanding and involve the monitoring or capture of real-time transcription of End User communications by Twilio that requires informed consent from End Users in accordance with applicable law or regulation (“Consents”). Customer will obtain Consents prior to an End User’s use of, or interaction with, the AI/ML Features, and maintain appropriate records of all Consents it has obtained. Customer will promptly provide evidence of all Consents to Twilio for review upon Twilio’s written request.

**7. Ownership. **As between the parties, (a) Twilio exclusively owns, or its Third-Party Technology providers exclusively own, as applicable, all right, title, and interest in and to the AI/ML Features and (b) Customer exclusively owns all right, title, and interest in and to AI/ML Content that is unique solely to Customer.

**8. Conflict. ** In the event of any conflict or inconsistency among the following documents, the order of precedence will be as follows with respect to the use of any AI/ML Feature: (1) the Business Associate Addendum (if applicable and only with respect to protected health information that is protected and regulated under the Health Insurance Portability and Accountability Act of 1996, as amended from time to time), (2) this Addendum, and (3) the Agreement.

**9. Survival. **The terms of this Addendum will survive the expiration or termination of the Agreement.

Exhibit A

Third-Party Technology

Note: Some AI/ML Featres that are not generally available may not be set forth below. Please refer to the applicable AI/ML Documentation to understand if those non-generally available AI/ML Features use Third-Party Providers.

AI/ML Features

Third-Party Technology Provider

Third-Party Technology Provider Acceptable Use Terms

Twilio Agent Copilot

Amazon Bedrock - Anthropic

https://aws.amazon.com/ai/responsible-ai/policy

Twilio Agent Copilot

OpenAI GPT

https://www.openai.com/policies/usage-policies

Twilio Agent Copilot

Google Speech-to-Text

https://cloud.google.com/terms/service-terms

Twilio Agent Copilot

Google Vertex

https://cloud.google.com/terms/service-terms

Twilio Agent Copilot

Limina (formerly Private AI)

N/A

Twilio Conversation Relay

Google Speech-to-Text

https://cloud.google.com/terms/service-terms

Twilio Conversation Relay

Google Text-to-Speech

https://cloud.google.com/terms/service-terms

Twilio Conversation Relay

Amazon Polly

https://aws.amazon.com/ai/responsible-ai/policy

Twilio Conversation Relay

Deepgram

N/A

Twilio Conversation Relay

ElevenLabs

https://elevenlabs.io/terms

Twilio Voice: Real-Time Transcriptions

Google Speech-to-Text

https://cloud.google.com/terms/service-terms

Twilio Voice: Real-Time Transcriptions

Amazon Transcribe

https://aws.amazon.com/ai/responsible-ai/policy

Twilio Voice: Real-Time Transcriptions

DeepGram

N/A

Twilio Video: Real-Time Transcriptions

Google Speech-to-Text

https://cloud.google.com/terms/service-terms

Twilio Video: Real-Time Transcriptions

Amazon Transcribe

https://aws.amazon.com/ai/responsible-ai/policy

Twilio Video: Real-Time Transcriptions

DeepGram

N/A

Twilio Voice Batch Transcriptions

(Public Beta)

Google Speech-to-Text

https://cloud.google.com/terms/service-terms

Twilio Voice Batch Transcriptions

(Public Beta)

DeepGram

N/A

Twilio Conversation Intelligence (Classic)