SAN FRANCISCO & NEW YORK, UNITED STATES — In a joint venture to improve customer engagement, Twilio, a leading customer engagement platform, and Frame AI, an artificial intelligence (AI)-driven customer intelligence platform, have partnered to leverage AI capabilities for Twilio Flex.
Frame AI will equip Twilio’s cloud-based digital engagement solution with key insights and recommendations to optimize contact center operations, thereby enhancing customer experiences.
The partnership follows the recent announcement of Twilio CustomerAI, set to increase operational efficiency dramatically. CustomerAI, which integrates large language models and rich customer data with Twilio Flex, will allow businesses to offer deeper value to their customers through insights and recommendations.
“The contact center 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 Twililo’s recent State of Personalization Report,” said Meera Vaidyanathan, VP of Product, Twilio Flex.
Twilio and Frame AI are dedicated to building AI responsibly, ensuring full transparency and control of the data that informs AI-powered interactions. The collaboration builds upon their relationship initiated in 2022 when Twilio Ventures invested in Frame AI’s Series A extension round.
“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.
Earlier this month, Twilio announced it is bringing Google Cloud’s generative AI into its product lineup, effectively expanding their long-term partnership.