Frame AI

Frame AI, established in 2016 by co-founders George Davis and Abe Han, operates within the competitive landscape of customer intelligence and analytics. The company has carved out a niche by developing a platform engineered to consolidate and analyze unstructured customer feedback from a multitude of sources. This enables businesses to move beyond traditional metrics like customer satisfaction scores and delve into the qualitative data where nuanced insights reside. The platform is built on what the company refers to as a Streaming AI architecture, designed for real-time processing of conversational data.

The genesis of Frame AI is rooted in the founders' previous experiences. George Davis, serving as CEO, brings a background in product leadership, notably from his time at Appboy (now Braze), where he recognized the challenge of integrating qualitative customer feedback into quantitative data streams. Abe Han, the CTO, possesses deep technical expertise in data science and engineering, which has been instrumental in building the company's core infrastructure. Their combined expertise addresses a critical business need: understanding the 'why' behind customer behavior by analyzing the content of their interactions, whether through support tickets, surveys, or sales calls.

Frame AI's business model is centered on a subscription-based Software as a Service (SaaS) offering. It targets mid-market to enterprise-level B2B companies that manage high volumes of customer interactions. The platform integrates with existing systems like Zendesk, Salesforce, and Slack, pulling in data and applying natural language processing to identify themes, sentiment, and effort levels within customer conversations. Its core value proposition is the transformation of this unstructured data into actionable, departmental-level insights, allowing product, support, and success teams to make more informed decisions. By providing a structured view of unstructured feedback, Frame AI helps clients identify emerging product issues, understand customer friction points, and track the impact of their initiatives without relying solely on manual data tagging or post-hoc analysis. The company has secured funding from venture capital firms such as FirstMark Capital and Greycroft, which has supported its product development and market expansion efforts.

Keywords: customer intelligence, unstructured data analysis, conversational analytics, customer feedback, natural language processing, B2B SaaS, customer experience, product insights, support analytics, text analytics