Twilio's CustomerAI is expected to dramatically increase the operational efficiency of customers using Flex, Twilio's contact center platform
Twilio, the customer engagement platform that powers real-time, personalized experiences for today's leading brands, and Frame AI, the next-generation artificial intelligence (AI) driven platform for Customer Intelligence, announce a partnership to leverage AI technology and improve engagement with Twilio Flex customers. With the help of the Frame AI platform, Twilio Flex (cloud-based digital engagement solution for personalized interactions in contact centers, in-app sales and concierge) will be able to provide decision makers with important insights and recommendations to optimize their contact center operations, in turn, improving customer experiences.
News of this key partnership follows Twilio's announcement of its CustomerAI. With the power of CustomerAI, which combines large language models (LLMs) and rich customer data, infused with Twilio Flex, companies can better understand and deliver deeper value to their customers with insights, recommendations and context shared across the entire organization. platform.
By coming together, Twilio and Frame AI will strengthen how AI-powered insights can transform the contact center experience. Frame AI will enable Flex customers to use natural language processing (PLN) and natural language understanding (ELN) to analyze customer intent and case severity to create and monitor reports and make critical decisions . The platform will also be able to apply generative AI to summarize cases and share recommendations.
For example, a company might train a model to define, identify, and categorize the customer intents it is interested in tracking. Once the AI model is deployed, companies will have access to reports, right within Flex, to monitor top intents, topics, overall costs, and recommendations on how to improve service by reassigning agents or updating rep training. Once launched, this capability will enable contact center executives to understand and act on critical feedback and business intelligence. The solution uses AI to discover and summarize emerging themes that predict key metrics, enabling CX leaders to better allocate resources and product decisions that drive measurable business results.
“Contact centers are the eyes and ears of a business, but the data they generate is underappreciated and underutilized,” comments George Davis, CEO of Frame AI. “Our integration with Twilio's CustomerAI will enable contact center leaders to quickly identify opportunities to reduce costs, build more valuable customer relationships, and make their data a force multiplier for the rest of their organization.”
“The contact center experience is one of the most important touchpoints for companies. If you're not personalizing these experiences, you're probably losing customers. According to the recent report Status of Personalization for Twililo (2023), more than half of customers say they will become repeat customers after a personalized experience, as it saw a 7% increase over the same report last year,” says Meera Vaidyanathan, VP of Product for Twilio Flex. “Customer expectations are skyrocketing as companies need 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 reduce operating costs while improving the end-to-end experience for consumers. That's our vision for CustomerAI, to transform companies' customer relationships and unlock their full potential."
Twilio and Frame AI are committed to building AI safely and responsibly. Twilio incorporates privacy and security by design into its product development lifecycle and will ensure that companies have full transparency and control of the data that informs AI-based interactions with their customers.
Close ties and a strong mission alignment have existed between Twilio and Frame AI since 2022, when Twilio Ventures invested in Frame AI's Series A extension round. O Twilio Ventures is a US$ 50 million fund that invests in companies that create tomorrow's solutions for developer and customer engagement applications.
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