Twilio is adding Frame AI’s customer intelligence platform, which provides AI insights and recommendations to enhance contact centre operations and customer experiences.
Frame AI’s platform will be integrated with Twilio’s cloud-based digital engagement solution, Twilio Flex.
The new partnership with Frame AI will complement Twilio’s CustomerAI solution, launched earlier this month, which embeds generative AI into its Customer Engagement Platform.
CustomerAI embeds large language models with rich customer data into Twilio Flex to create platform-wide improvements, assisting service, sales, and marketing departments.
Meera Vaidyanathan, VP of Product at Twilio Flex, said: “The contact centre experience is one of the most important touch points for businesses. If you are not personalizing these experiences you are likely losing customers.
“Over half of customers say they will become repeat customers after a personalized experience, a 7% increase year over year, according to Twilio’s recent State of Personalization Report.
Vaidyanathan continued: “Customers’ expectations are skyrocketing while businesses are needing to cut costs.
“Decision makers across industries are looking for ways to do more with less.
“Flex and Frame AI can enable contact centre managers to drive down costs for operation while also improving the end-to-end experience for consumers.
“This is our vision for CustomerAI, to transform businesses’ customer relationships and unlock their full potential.”
Frame AI’s next-gen AI-driven customer intelligence platform utilises natural-language processing (NLP), natural-language understanding (NLU), and generative AI to deliver its support for contact centres.
NLP and NLU enable Flex customers to analyse customer intent and case priorities, build and monitor reports, and make important, evidence-based decisions.
Generative AI can also be used to summarise cases and share recommendations, further easing and enhancing customer agents’ work.
As a result, companies will be able to train models to identify customer intents that they may want to monitor.
When the AI model has been deployed, businesses will then be able to view reports within Flex to follow intents, topics, costs, and recommendations on ways to improve their contact centre operations.
Artificial intelligence works within the solution to locate and summarise emerging themes and key metrics, giving CX leaders more information to base resourcing and product decisions.
George Davis, CEO of Frame AI, commented: “Contact centres are the eyes and ears of an enterprise, but the data they generate is undervalued and underutilized.
“Our integration with Twilio’s CustomerAI will allow contact centre leaders to rapidly identify opportunities to reduce costs, build more valuable customer relationships, and make their data a force multiplier for the rest of their organization.”
According to Twilio, it builds privacy and security by design into its products and guarantees full transparency and data controls for AI-powered interactions with customers.
Twilio and Frame AI have had close ties since 2022 when Twilio Ventures invested in Frame AI’s Series A extension round.
Last month, Twilio announced $1.38BN in trailing-12-month losses, which led to one of Twilio’s investors, Legion Partners, advocating for top-down changes at the company and stirring up stockholder resistance.
The growing prospect of Twilio needing to submit to these pressures caused a favourable reaction in the markets, with Twilio’s stock jumping 11 percent.
