Frame AI Works is an AI-powered customer experience intelligence platform. It analyzes human interactions and applies AI to uncover the driving factors behind business outcomes within customer service ticket data. Frame AI aims to comprehend business dialog within each company’s communications sphere. Its natural language understanding (NLU) framework is guided by three philosophies that challenge prevailing industry trends:
- Automated measurement of sentiment, effort, and custom metrics on every interaction, not just surveyed interactions.
- Identification of speaking behaviors and meanings arising from multiple speakers, not just automated responses to individual queries or single-author text manipulation.
- Generation of customer-specific insights, not mass data aggregation and reselling of domain models.
- Assistance in real-time executive decision-making about CX, not just operational use by frontline staff.
By operating at a strategic layer, Frame AI Works helps executives make data-driven decisions to improve CX. It plugs into customer support systems to help teams prioritize projects, speak the language of finance, and clearly demonstrate ROI. Overall, Frame AI aims to discern what’s important, what’s changing, and who can act on it across the entire organization.
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How Frame AI Works
Frame AI’s approach runs counter to many prevailing AI trends. Here are the key ways Frame AI works to provide actionable CX intelligence:
1. Automated Measurement of Key Metrics
Frame AI automatically measures and analyzes sentiment, effort, and custom metrics on every customer interaction. This applies to all conversations, unlike most solutions that rely solely on surveyed interactions.
Frame AI uses NLU to parse text conversations and automatically calculate metrics like customer sentiment, agent effort, resolution time, and domain-specific metrics tailored to the business. This provides a comprehensive view of CX.
2. Focus on Speaking Behaviors and Meanings
Many NLU solutions today focus on responding to individual customer queries or manipulating single-author texts. Frame AI is different. It focuses on identifying behaviors and meanings that arise from dialog between multiple speakers.
Frame AI examines the nuances of customer conversations as a whole, not just individual phrases. It analyzes entire dialog flows to pinpoint CX drivers like unclear requirements, ineffective solutions, or unresolved issues. This reflects the back-and-forth nature of human conversations.
3. Customer-Specific Insights
Many AI platforms perform mass data aggregation and then resell access to pre-trained domain models. Frame AI takes a different approach – it focuses on generating customer-specific insights for each business.
Frame AI avoids one-size-fits-all models. It analyzes an organization’s unique language data to produce tailored insights based on actual customer conversations. These precise insights help businesses improve CX across the entire customer journey.
4. Strategic Assistance for Decision-Makers
Most AI solutions focus on operational optimization for frontline staff like call center agents. Frame AI operates at a more strategic layer. It equips executives with insights to make better decisions around CX.
Frame AI illuminates high-level changes in customer needs, agent behaviors, and other CX factors. This helps leaders take meaningful actions like modifying policies, reallocating resources, or shifting strategic priorities. The focus is on enabling human decision-makers, not just automating tactical tasks.
5. Integration with Support Systems
A key benefit of Frame AI is integration with existing customer support platforms. It plugs into help desk, CRM, contact center and other systems to augment CX intelligence.
This integration lets Frame AI analyze customer conversations right from source systems. It also helps Frame AI operationalize insights by reaching frontline teams on existing platforms. Integration powers rapid time-to-value.
Frame AI translates CX insights into clear ROI quantification that resonates across the business. This makes it easier to get stakeholder buy-in for CX investments.
Key Benefits of Frame AI
Frame AI provides powerful advantages for managing the customer experience:
- Comprehensive Visibility – Frame AI analyzes all customer interactions, not just surveyed touchpoints, for complete CX visibility.
- Unified Insights – Customer insights are unified instead of trapped in siloed teams and systems. This enables enterprise-wide improvement.
- Continuous CX Intelligence – AI enables continuous instead of periodic analysis of interactions, for up-to-date CX insights.
- Reduced Manual Analysis – Automated analysis of customer data replaces slow and expensive manual processes.
- Enhanced Decision-Making – Strategic insights empower leaders to make better CX decisions.
- Improved Resource Allocation – CX insights help optimize allocation of resources, activities, and investments.
- Faster CX Improvements – Data-driven CX intelligence accelerates identification and resolution of experience gaps.
Customer experience is a key competitive edge that demands intelligence for ongoing optimization. Frame AI transforms CX by applying AI to uncover insights, enable strategic decisions, and drive improvements across the customer journey. It generates customer-specific intelligence – unlike generalized AI platforms – to help organizations boost CX metrics like satisfaction, loyalty, effort, and sentiment. By combining automated CX measurement with insights that empower human decision-makers, Frame AI leads to faster, more targeted improvements. With its differentiated approach, Frame AI is reinventing customer experience intelligence.
Frequently Asked Questions
How is Frame AI different from other CX analytics solutions?
Frame AI differs in three key ways: 1) It analyzes all interactions automatically, not just surveyed touchpoints. 2) It identifies nuanced conversational insights between multiple speakers, not just individual queries. 3) It generates customer-specific insights, not one-size-fits-all domain models.
What kinds of customer conversations does Frame AI analyze?
Frame AI analyzes structured and unstructured conversations from communication channels like phone, email, chat, CRM notes, surveys, social media, and more. It applies NLU to understand nuances.
Does Frame AI require professional services?
No. Frame AI is designed for easy self-service implementation and onboarding. Customers can get started analyzing their interaction data quickly without extensive services.
What metrics does Frame AI analyze?
Sentiment, effort, resolution time, transfer rate, topic trends, custom metrics, and hundreds of speaking behaviors. Users can also define new custom metrics.
Does Frame AI integrate with my existing CX systems?
Yes. Frame AI integrates with customer service platforms like Zendesk, Salesforce, Genesys, Slack, and others to ingest and operationalize data.
How quickly can I expect business results from Frame AI?
Customers typically see significant results in 3-6 months, with ongoing optimization thereafter. Quick implementation and insights accelerate ROI.
What security measures does Frame AI employ?
Frame AI utilizes security measures like encryption, access controls, SOC 2 compliance, and others to protect customer data and insights.
Does Frame AI offer any CX advisory services?
Yes. Frame AI offers CX Acceleration services to help drive change management, executive alignment, and business processes for maximizing results.
WhatCX metrics does Frame AI help improve?
Key metrics improved include customer satisfaction, Net Promoter Score, customer effort, agent first contact resolution, ticket escalations, and more.