#contactcenterworld

San Francisco and New York, June 28, 2023 – Twilio Inc. (NYSE: TWLO),a customer engagement platform that drives real-time, personalized experiences for brands, and Frame AI, an AI-driven platform for Customer Intelligence, announced a partnership to leverage AI to enhance customer engagement delivered within Twilio Flex. With the help of Frame AI’s platform, Twilio Flex (the cloud-based digital engagement solution for personalized interactions across contact centers, sales, and in-app concierge) will be able to provide decision makers with key insights and recommendations to optimize their contact center operations and, in turn, improve customer experiences.

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.

"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 7% increase year over year, according to Twililo’s recent State of Personalization Report," said Meera Vaidyanathan, VP of Product, Twilio Flex. "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."

"In the past couple of years, artificial intelligence (AI) changed the game in the contact center," states a recent report authored by Max Ball, Forrester Principal Analyst."*...AI significantly enhances quality management and provides new insights through smarter analytics."

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.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.twilio.com

Date Posted: Thursday, June 29, 2023