Twilio Enhances Its Engagement Platform with Frame AI Integration

Twilio and Frame AI have joined forces to leverage artificial intelligence to improve customer engagement through Twilio Flex. By integrating Frame AI's AI-driven platform for Customer Intelligence, Twilio Flex can offer valuable insights and recommendations to decision-makers, enabling them to enhance their contact center operations and ultimately provide better customer experiences.

Twilio Flex is a cloud-based digital engagement solution that facilitates personalized interactions across channels such as contact centers, sales, and in-app concierge services.

“Contact centers 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 center 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,” said George Davis, CEO of Frame AI.

Building on the introduction of Twilio CustomerAI, Twilio has partnered with Frame AI to enhance the capabilities of Twilio Flex further. By integrating CustomerAI, which combines large language models and extensive customer data, businesses can gain a deeper understanding of their customers and deliver greater value. This partnership enables the sharing of insights, recommendations, and contextual information within the Twilio Flex platform.

“Over half of customers say they will become repeat customers after a personalized experience, a 7% increase year over year, according to Twililo’s recent State of Personalization Report. 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 center 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,” said Meera Vaidyanathan, VP of Product, Twilio Flex.

AI-powered insights for better results  

Through their partnership, Twilio and Frame AI aim to enhance the contact center experience using AI-powered insights. Frame AI's capabilities enable Twilio Flex customers to leverage Natural Language Processing (NLP) and Natural Language Understanding (NLU) to analyze customer intent and case severity. This analysis helps in generating reports and making crucial decisions. The platform also utilizes generative AI to summarize cases and provide recommendations.

For instance, businesses can train a model to identify and categorize customer intents they want to monitor. Once the AI model is deployed, companies can access reports within Twilio Flex that monitor top intents, topics, overall costs, and recommendations for improving customer interactions.

By utilizing AI, the solution uncovers and summarizes emerging themes, which can predict key metrics. This empowers CX leaders to allocate resources effectively and make product decisions that drive tangible business outcomes.

Twilio and Frame AI's partnership goes back to 2022 when Twilio Ventures invested in Frame AI's Series A extension round.

Elsewhere, Twilio has recently expanded its partnership with Google Cloud to integrate Google Cloud's generative AI capabilities into Twilio's customer engagement products, providing users with personalized and dynamic interactions.