Twilio and Frame AI Announce Partnership to Uplevel Contact Center Experiences with AI
Twilio and Frame AI have announced a partnership to enhance customer engagement within Twilio Flex using AI. This collaboration follows Twilio's recent launch of CustomerAI, which combines large language models with customer data. Frame AI will enable Flex customers to utilize Natural Language Processing and Understanding to analyze customer intent and case severity, build reports, and make critical decisions.
The partnership aims to transform contact center experiences by providing decision-makers with key insights and recommendations to optimize operations. Features will include AI-powered analysis of customer interactions, intent categorization, and case summarization. This integration is expected to help businesses reduce costs, build valuable customer relationships, and leverage contact center data more effectively.
Twilio e Frame AI hanno annunciato una partnership per migliorare il coinvolgimento dei clienti all'interno di Twilio Flex utilizzando l'AI. Questa collaborazione segue il recente lancio da parte di Twilio di CustomerAI, che combina modelli di linguaggio avanzati con i dati dei clienti. Frame AI consentirà ai clienti di Flex di utilizzare il Processing e l'Understanding del Linguaggio Naturale per analizzare l'intento dei clienti e la gravità dei casi, elaborare report e prendere decisioni critiche.
La partnership mira a trasformare l'esperienza dei centri di contatto fornendo ai decisori informazioni chiave e raccomandazioni per ottimizzare le operazioni. Le funzionalità includeranno analisi delle interazioni con i clienti basata sull'AI, categorizzazione degli intenti e sintesi dei casi. Si prevede che questa integrazione aiuti le aziende a ridurre i costi, costruire relazioni preziose con i clienti e sfruttare i dati del centro di contatto in modo più efficace.
Twilio y Frame AI han anunciado una asociación para mejorar el compromiso del cliente dentro de Twilio Flex utilizando AI. Esta colaboración sigue al reciente lanzamiento de CustomerAI por parte de Twilio, que combina grandes modelos de lenguaje con datos de clientes. Frame AI permitirá a los clientes de Flex utilizar el Procesamiento y Comprensión del Lenguaje Natural para analizar la intención del cliente y la gravedad de los casos, generar informes y tomar decisiones críticas.
La asociación tiene como objetivo transformar las experiencias de los centros de contacto al proporcionar a los tomadores de decisiones información clave y recomendaciones para optimizar las operaciones. Las características incluirán análisis impulsados por AI de interacciones con clientes, categorización de intenciones y resumen de casos. Se espera que esta integración ayude a las empresas a reducir costos, construir relaciones valiosas con los clientes y aprovechar los datos del centro de contacto de manera más efectiva.
트윌리오와 프레임 AI는 AI를 활용하여 Twilio Flex 내에서 고객 참여를 향상시키기 위한 파트너십을 발표했습니다. 이 협력은 트윌리오의 최근 CustomerAI 출시를 따르며, 이는 대형 언어 모델과 고객 데이터를 결합합니다. 프레임 AI는 Flex 고객이 고객의 의도와 사례의 심각성을 분석하기 위해 자연어 처리 및 이해를 활용할 수 있도록 할 것입니다, 리포트를 작성하고 중요한 결정을 내릴 수 있게 지원합니다.
이 파트너십은 운영을 최적화하기 위해 의사결정자에게 핵심 통찰력과 권장 사항을 제공함으로써 연락 센터 경험을 변화시키는 것을 목표로 합니다. 기능에는 AI 기반의 고객 상호작용 분석, 의도 분류 및 사례 요약이 포함될 것입니다. 이러한 통합은 기업이 비용을 줄이고 귀중한 고객 관계를 구축하며 연락 센터 데이터를 더 효과적으로 활용하도록 도울 것으로 기대됩니다.
Twilio et Frame AI ont annoncé un partenariat pour améliorer l'engagement client au sein de Twilio Flex en utilisant l'IA. Cette collaboration fait suite au lancement récent par Twilio de CustomerAI, qui combine de grands modèles de langage avec des données clients. Frame AI permettra aux clients de Flex d'utiliser le Traitement et la Compréhension du Langage Naturel pour analyser l'intention client et la gravité des cas, de créer des rapports et de prendre des décisions critiques.
Ce partenariat vise à transformer l'expérience des centres de contact en fournissant aux décideurs des informations clés et des recommandations pour optimiser les opérations. Les caractéristiques comprendront une analyse basée sur l'IA des interactions avec les clients, la catégorisation des intentions et la synthèse des cas. Cette intégration devrait aider les entreprises à réduire les coûts, à établir des relations client précieuses et à exploiter les données des centres de contact de manière plus efficace.
Twilio und Frame AI haben eine Partnerschaft bekannt gegeben, um das Kundenengagement innerhalb von Twilio Flex mithilfe von KI zu verbessern. Diese Zusammenarbeit folgt auf die kürzliche Einführung von CustomerAI durch Twilio, das große Sprachmodelle mit Kundendaten kombiniert. Frame AI wird es Flex-Kunden ermöglichen, Natural Language Processing und Understanding zu nutzen, um die Kundenabsicht und die Schwere von Fällen zu analysieren, Berichte zu erstellen und kritische Entscheidungen zu treffen.
Das Ziel der Partnerschaft ist es, die Erfahrungen in Kontaktzentren zu transformieren, indem Entscheidungsträgern wichtige Einblicke und Empfehlungen zur Optimierung der Abläufe bereitgestellt werden. Zu den Funktionen gehören KI-gestützte Analysen von Kundeninteraktionen, die Kategorisierung von Absichten und die Zusammenfassung von Fällen. Es wird erwartet, dass diese Integration Unternehmen dabei hilft, Kosten zu senken, wertvolle Kundenbeziehungen aufzubauen und die Daten im Kontaktzentrum effektiver zu nutzen.
- Partnership with Frame AI to enhance Twilio Flex's AI capabilities
- Integration of Natural Language Processing and Understanding for customer intent analysis
- AI-powered insights to optimize contact center operations
- Potential for cost reduction and improved customer relationships
- None.
Twilio’s CustomerAI Set to Dramatically Increase Operational Efficiency for Flex Customers
This key partnership news follows the recent announcement of Twilio CustomerAI. With the power of CustomerAI, which couples large language models (LLMs) and rich customer data, infused with Twilio Flex, businesses can better understand and provide deeper value to their customers with insights, recommendations and context shared throughout the platform.
By teaming up, Twilio and Frame AI will strengthen how AI powered insights can transform the contact center experience. Frame AI will enable Flex customers to utilize Natural Language Processing (NLP) and Natural Language Understanding (NLU) to analyze customer intent and case severity to build 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 will be able to train a model to define, identify and categorize customer intents they are interested in monitoring. Once the AI model is deployed, businesses will have access to reports within Flex to monitor top intents, topics, overall costs and recommendations on how to improve by reassigning agents or updating representative trainings. Once launched, this feature will enable contact center executives to understand and act on the critical feedback and business intelligence that occurs within contact centers. The solution utilizes AI to uncover and summarize emerging themes that predict key metrics, allowing CX leaders to better allocate resourcing and product decisions that drive measurable business outcomes.
“Contact centers are the eyes and ears of an enterprise, but the data they generate is undervalued and underutilized,” said George Davis, CEO of Frame AI. “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.”
“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
Twilio and Frame AI are committed to building AI safely and responsibly. Twilio builds privacy and security by design into its product development lifecycle and will ensure companies have full transparency and control of the data that informs AI-powered 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. Twilio Ventures is a
About Twilio
Today's leading companies trust Twilio's Customer Engagement Platform (CEP) to build direct, personalized relationships with their customers everywhere in the world. Twilio enables companies to use communications and data to add intelligence and security to every step of the customer journey, from sales to marketing to growth, customer service and many more engagement use cases in a flexible, programmatic way. Across 180 countries, millions of developers and hundreds of thousands of businesses use Twilio to create magical experiences for their customers. For more information about Twilio (NYSE: TWLO), visit: www.twilio.com.
About Frame AI
Frame AI is a next-generation Customer Intelligence system that uses AI to estimate costs and predict revenue outcomes associated with complex customer interactions. By consolidating and enriching data across helpdesk, call center, CRM, and other channels, the company helps Support, Product, and Revenue leaders reduce costs and improve outcomes from their existing customer operations. Frame is based in
Forward-Looking Statements
This press release contains forward-looking statements within the meaning of the federal securities laws, which involve substantial risks and uncertainties. Forward-looking statements contained in this press release include, but are not limited to, statements about the future availability of AI-related capabilities, functionality and features within Twilio Flex and potential benefits to customers.
You should not rely upon forward-looking statements as predictions of future events, the outcome of which are subject to known and unknown risks, uncertainties, and other factors that may cause our actual results, performance, or achievements to differ materially from those described in the forward-looking statements, including those more fully described in our most recent filings with the Securities and Exchange Commission.
Forward-looking statements represent our beliefs and assumptions only as of the date such statements are made and we undertake no obligation to update any forward-looking statements, except as required by law.
View source version on businesswire.com: https://www.businesswire.com/news/home/20230628819404/en/
Twilio
Amanda Ramos
press@twilio.com
Frame AI
Ben Carter
bencarter@broadsheetcomms.com
Source: Twilio Inc.
FAQ
What is the purpose of Twilio's partnership with Frame AI?
How will Frame AI's technology benefit Twilio Flex customers?
What is Twilio CustomerAI and how does it relate to the Frame AI partnership?
How does this partnership affect TWLO stock and its business outlook?
