• by Ray Schultz , June 29, 2023

Twilio Inc. is partnering with Frame AI to offer AI-enhanced customer engagement to brands via their contact centers and sales teams. 

The Frame AI platform will be leveraged within Twilio Flex, the cloud-based engagement tool. 

The goal is to help contact center managers “drive down costs for operation while also improving the end-to-end experience for consumers,” says Meera Vaidyanathan, vice president of product, Twilio Flex.

With Frame AI’s help, Flex customers can utilize Natural ‘Language Processing and Natural Language Understanding to analyze customer intent and case severity to help in making critical decisions, Twilio says. 

In addition, the platform will apply generative AI (GAI) to summarize cases and share recommendations.

“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,” says George Davis, CEO of Frame AI.

This news follows Twilio’s launch of Twilio CustomerAI, which couples large language models and customer data to provide insights and recommendations.

Twilio Ventures, a $50 million fund, invested in Frame AI's Series A extension round last year.