Frame
Automatically measure the cost of every customer interaction so you can find opportunities to improve and reduce service cost.. [Free Trial]
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What is Frame?
Frame AI is a conversation intelligence and customer experience (CX) platform that uses artificial intelligence to analyze unstructured customer feedback from every interaction across all channels. The platform automatically scores customer sentiment, customer effort, and team effort without requiring surveys, bringing structure to organic customer data from help desks, contact centers, CRMs, emails, calls, meetings, and chats. Frame AI transforms this unstructured data into real-time insights and actionable intelligence that helps teams understand the 'why' behind customer behaviors and business metrics.
Key features include Predicted CSAT (analyzing 97% of interactions without surveys), Custom Topic Detection for identifying emerging customer concerns and revenue opportunities, Dynamic Cost Attribution to quantify resolution costs per issue, Automated KCS for recommending knowledge base articles, Contact Center Dashboard with real-time KPIs, organic CX scores, real-time alerts for high-risk interactions, custom auto-labeling, ticket/contact/account scores, and integrations with data sources like Intercom, Zendesk, Slack, Freshdesk, Help Scout, and Service Cloud. The platform also offers Predicted Escalation detection, root cause analysis, sentiment analysis, and multi-channel synthesis.
Frame AI is designed for customer success teams, support managers, contact center operations, customer experience professionals, product teams, and businesses that want to measure CX using organic feedback rather than surveys. It's particularly valuable for organizations with 299,000+ customers in over 135 countries using HubSpot, as well as companies using Intercom, Zendesk, or other support platforms who need to prioritize cases by business impact, prevent escalations, reduce cost of service, and make data-driven customer-centric decisions.
Frame pricing
Pricing model: Freemium
Frame AI offers three pricing tiers: Team, Business, and Enterprise. All tiers include unlimited users with no per-user charging. The Team tier includes 1k tickets/month data volume, automated backfill for 3 months, pre-built connectors (Intercom, Zendesk, Slack, Freshdesk, Help Scout, Service Cloud), CSV imports, full text search/export, pre-built annotations, flexible tag management, unlimited backfill, GDPR-compliant DPA, and email & web chat support. Team tier data capture is 3 months backfill with manual CSV exports for push destinations. The Business tier includes 2 years of automated backfill, real-time capture, custom auto-labeling, ticket/contact/account scores, real-time alerts, push to systems (Intercom, Zendesk, Slack Advanced Escalation, Freshdesk, Help Scout, Service Cloud), retroactive tagging, sentiment moments, GDPR DPA, data retention policies, standard priority support, and is billed annually. The Enterprise tier includes custom data volume, custom backfill, dedicated solutions team, custom data connectors, custom reports, regulated environments support, virtual private cloud, HIPAA compliance, white glove service, Slack channel support, object scores, insights, and custom environment requirements. Business and Enterprise pricing is structured based on data volume, implementation requirements, dedicated success time, and custom environment needs. You can start a Team tier trial by connecting one or more data sources, or schedule a demo for Business tier to start a conversation.
Frame pros
- Analyzes 97% of customer interactions without relying on low-response surveys
- Unlimited users across all pricing tiers with no per-user charging
- Automatically scores sentiment, customer effort, and cost of service on every interaction
- Real-time alerts for high-risk interactions and emerging themes
- Pre-built connectors for Intercom, Zendesk, Slack, Freshdesk, Help Scout, Service Cloud
- Custom auto-labeling detects sentence fragments and combined context
- Predicts customer satisfaction (Predicted CSAT) before surveys complete
- Dynamic Cost Attribution quantifies cost per issue for resource optimization
- Detects cross-sell and upsell revenue opportunities in real-time
- Automated KCS recommends high-impact knowledge base articles to agents
- Automatic backfill of historical data from connected sources
- GDPR-compliant DPA and HIPAA compliance available
- Prioritizes cases by business impact instead of first-in-first-out
- Predicted Escalation detection prevents issues from becoming big problems
- Virtual Private Cloud option for Business and Enterprise plans
- Custom topic detection identifies emerging customer concerns automatically
- Seamless integration with existing CX tools via Frame AI EAPI
Frame cons
- Team tier includes only 1k tickets/month in data volume
- Business and Enterprise plans billed annually only
- Custom data connectors require Business or Enterprise tier
- Backfill speed limited by source system's API rate limits
- Custom Reports only available on Enterprise plan
- White glove service and Slack channel only on Enterprise
- HIPAA Compliance not available on Team tier
- Data warehouse sync requires add-on beyond Team tier
Frequently asked questions about Frame
What is Frame AI and what does it do?
Frame AI is a conversation intelligence and customer experience platform that uses AI to automatically analyze unstructured customer feedback from every interaction across all channels. It scores customer sentiment, customer effort, and team effort without surveys, bringing structure to organic customer data from help desks, contact centers, CRMs, emails, calls, and meetings. The platform transforms this data into real-time insights, helping teams understand the 'why' behind customer behaviors and make data-driven, customer-centric decisions.
How does Frame AI's organic CX scoring work without surveys?
Frame AI's organic CX scores are based on your existing customer feedback data rather than surveys. The AI automatically analyzes 97% of customer interactions across all channels, scoring sentiment, customer effort, and cost of service on every interaction. These scores are high-frequency leading indicators collected automatically from the data you already have, eliminating the need to depend on low-response survey rates while still providing everything needed to know about customer experience.
What data sources does Frame AI integrate with?
Frame AI offers pre-built connectors for Intercom, Zendesk, Slack, Freshdesk, Help Scout, and Service Cloud. The Team tier includes all these pre-built connectors plus CSV imports. Business tier adds advanced escalation capabilities. Enterprise tier includes custom data connectors for custom sources and CSV or custom data streams. The platform automatically imports tags from existing tickets, contacts, and companies, and can link contacts by email address automatically.
What is Predicted CSAT and how accurate is it?
Predicted CSAT automatically analyzes 97% of customer interactions to gauge customer satisfaction before surveys are completed, offering broad visibility without relying on traditional survey responses. It provides predictive CSAT scoring that allows teams to proactively adjust strategies based on predicted outcomes, real-time CSAT alerts to identify high-risk interactions, and combines customer metadata with verbatim interaction data for actionable insights. This reduces reliance on low-response surveys and enables timely, high-impact interventions.
How does Dynamic Cost Attribution work?
Dynamic Cost Attribution tracks and quantifies the costs of resolving individual customer issues continuously, empowering teams to prioritize high-impact areas. It breaks down costs by categories like direct engagement time, offline follow-ups, product bugs, or escalations, giving teams clear visibility into where resources are consumed. Real-time cost alerts trigger when resolution costs exceed predefined thresholds, and cost-based prioritization helps focus on the most expensive or resource-draining cases first to optimize ROI.
Does Frame AI charge per user?
No, Frame AI does not charge per user. All pricing tiers (Team, Business, and Enterprise) include unlimited users. The platform explicitly states 'We do not charge per user, so invite as many people as you want into your account.' Pricing for Business and Enterprise is based on factors like data volume, implementation requirements, dedicated success time, and custom environment requirements instead.
What is Custom Topic Detection and how does it help?
Custom Topic Detection identifies and categorizes emerging topics automatically in customer conversations to orchestrate insights and triggers in existing systems. It detects revenue opportunities by surfacing cross-sell and upsell signals in real-time, performs root cause analysis to reveal inefficiencies, provides risk alerts for high-risk topics, combines sentiment analysis with topic detection for prioritization, identifies product themes like feature requests and pain points, and applies multi-channel synthesis across email, chat, and support for comprehensive customer intelligence.
What security and compliance features does Frame AI offer?
Frame AI offers GDPR-compliant DPA across all tiers, data retention policies with automatic compliance on Business and above, Virtual Private Cloud on Business and Enterprise plans, and HIPAA Compliance on Enterprise tier. The platform is designed for regulated environments on the Enterprise plan. These governance and security features ensure automatic compliance with data retention requirements and provide options for organizations with strict security needs.
How does Automated KCS improve support efficiency?
Automated KCS (Knowledge-Centered Service) continually recommends high-impact knowledge base articles from real sales and support interactions, lowering support expenses by enabling faster solution finding. It automatically surfaces relevant articles to agents in real-time based on interaction context, increasing resolution speed and accuracy. The system identifies frequently requested topics for high-demand insights, integrates contextual search with support platforms, enables multi-channel knowledge delivery across chat/email/phone, and proactively identifies outdated articles based on customer feedback.
Can I try Frame AI before purchasing?
Yes, you can start a trial of the Team tier by connecting one or more data sources. If you require legal agreements in place first, you can schedule a demo with the Frame AI team to start a conversation. The Team tier allows you to connect data sources and begin using the platform immediately. For Business tier and above, you need to talk to sales as these plans are billed annually and pricing is customized based on data volume and implementation requirements.