--- title: Frame AI Reviews meta_title: 'Frame AI Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 22 reviews by the users' company size, role or industry to find out how Frame AI works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 22 scale: '5' date_modified: '2026-06-22' parent_category: name: Customer Service url: https://www.g2.com/categories/customer-service --- # Frame AI Reviews **Vendor:** Frame **Category:** [Proactive Customer Retention Software](https://www.g2.com/categories/proactive-customer-retention) **Average Rating:** 4.5/5.0 **Total Reviews:** 22 ## About Frame AI Frame AI is how the world’s biggest companies proactively unlock the hidden value of their data with Stream-Trigger Augmented Generation (STAG). STAG, pioneered by the PhD-led team at Frame AI, applies generative data analysis to complex natural language. The Frame AI platform synthesizes predictive signals into workflow triggers across systems, enabling organizations to orchestrate and activate unstructured data for the first time. The Frame AI platform is designed for proactivity. Rather than waiting for user queries like RAG-based chatbots e.g. OpenAI, STAG continuously monitors streaming communication to proactively mitigate risks and drive revenue opportunities across business teams. Frame AI is a strategic partner for AI data infrastructure. We work with partners and clients from identifying use cases to refining implementation, drawing on decades of experience building flexible, durable AI solutions that enrich automation and deepen human understanding. Our Enterprise API works with existing systems to enable any team to benefit from every customer conversation. The Frame AI platform drives efficiency and LTV by: • Proactively surfacing costs and opportunities well ahead of when they would appear in structured data analysis. • Enriching automation and decision-making with the root causes behind customer propensities and behaviors. • Extracting customer traits and insights from first-party data to drive revenue strategies. • Identifying cost drivers across the enterprise. • Desiloing data and empowering cross-functional stakeholders with standardized documentation and insights. • Scaling the value of total data investment by orchestrating insights and triggers across business teams. ## Frame AI Reviews ### 1. Data-Driven Insights and Proactive Escalation Intervention **Rating:** 3.5/5.0 stars **Reviewed by:** Parker D. | Manager - Support Engineering, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2024 **What do you like best about Frame AI?** Frame provides accurate escalation and critical-event monitoring capabilities that allow our leaders to focus on valuable, strategic initiatives and team investment without fear of missing important opportunities to intervene on high severity customer interactions. **What do you dislike about Frame AI?** While Frame has the incredible ability to capture a multitude of client sentiment regarding customer service and different product offerings, filtering out irrelevant or unhelpful verbatims and locating the most significant customer quotes can be a challenge. **What problems is Frame AI solving and how is that benefiting you?** Frame is assisting in the following for our organization: - Informing stakeholders regarding account sentiment outliers - Guiding strategic product decisions using cost and sentiment data on key features - Keeping escalation ratios at an industry low .56%while holding Support team to high CSAT standards With the data Frame provides, we're able to proactively start and drive discussions with our PDE teams that lead to a deeper understanding of true customer sentiment and pain points regarding our most adopted features. With Frame's Predictive CSAT and Pre-Escalation scores, we're able to identify customer escalations before they happen and get the appropriate resources in the room quicker to resolve high level items of concern for our clients. ### 2. Proactive Services Insights Powered by AI **Rating:** 5.0/5.0 stars **Reviewed by:** Alexandre L. | Senior Program Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 03, 2024 **What do you like best about Frame AI?** We have been working with Frame AI for more than a year now, and we really appreciate their collaboration, professionalism, thorough follow-ups and support. So far, we have calibrated their product for 3 main use cases: Cost to Serve, Escalation Risk and Predicted CSAT, and are very satisfied with the product, which we use on a daily basis. **What do you dislike about Frame AI?** Being a very configurable environment, the initial lift requires some time and collaboration with employees to assess the amount of time spent on different tasks. Fortunately, Frame AI CSM was of great help and guidance throughout this process. **What problems is Frame AI solving and how is that benefiting you?** Since their product allows us to bring data points into other systems such as Salesforce CRM, we were able to build custom alerts in our system of choice to proactively review Support cases based on the above use cases. It also allows us to provide additional visibility to Support agents directly on their cases, allowing them to adjust their customer interactions quickly if needed. In terms of Cost to Serve, their highly customizable product factors allowed us to start looking into outliers quickly; cases that cost us more time and money to support than the average can now quickly trigger a collaboration discussion with other teams such as R&D, including actual data points from Frame AI to add weight to the conversation. Relying on the signals they detect is much more reliable than estimates from the Support agents themselves in the end. Within a year, this approach allowed us to lower our cost to serve by 24% (so far!) Escalation Risk alerts combined with other minor adjustments allowed us to reduce escalation requests by almost 50%. Proactively reviewing cases with experts and helping Support agents proactively also has a positive impact on the overall customer satisfaction, which went up by 4.2% in the last year. Predictive CSAT is based on signals collected on ALL Support cases received, versus the 15% of formal transactional survey responses we receive from customers. Both scores are aligned within 1% difference, which means we can trust the value predicted by Frame AI and be more confident in showing up this value to leadership as it is based on much larger scale than actual surveys. They are introducing Case Summary capabilities through AI, which we trialing at the moment and are very satisfied with the results, which also include coaching tips for the agents based on the case interactions. Once again, those data points are made available to us, so we can reuse them in our Reporting, automations, continuous improvement initiatives and transparently display it to Support agents as well. ### 3. Frame.ai - Leveling up your support insights **Rating:** 4.5/5.0 stars **Reviewed by:** Matthew H. | Manager, Technical Success, Mid-Market (51-1000 emp.) **Reviewed Date:** April 26, 2024 **What do you like best about Frame AI?** There are two things that I like most about Frame.ai: 1. The power and flexibility of the tool. I'm continuously impressed with the ability of the tool to adapt to our numerous needs as a business. They always seem to be ready to jump into a new challenge no matter what we throw at them. 2. The people at Frame.ai are exceptional partners. They've been supporting us for years and have been huge advocates and allies during this time. We've come to them with many different use cases and they haven't shyed away from any challenge yet. **What do you dislike about Frame AI?** The tool can be difficult to configure and interpret without help. Thankfully, this hasn't been much of an issue for us as the Frame team has always been willing to assist. **What problems is Frame AI solving and how is that benefiting you?** Frame is helping to analyze our support tickets and make recommendations about what we should do in specific circumstances. Truly, that's just the tip of the iceberg: Frame also assists us with automations and alerts on potentially challenging tickets. They're plugged into our core business practices in ways that help ensure that we don't miss things on the support side. ### 4. Frame AI System **Rating:** 4.0/5.0 stars **Reviewed by:** James A. | Senior Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2024 **What do you like best about Frame AI?** Frame AI has been really helpful to diagnose problems we are having. It saves our team countless hours of scouring tickets to spot potential issues. **What do you dislike about Frame AI?** Sometimes the system produces false negatives, but I believe the overall time saved is worth the inconvenience. **What problems is Frame AI solving and how is that benefiting you?** Frame AI analyzes all of our tickets and allows us to learn of problems quickly. ### 5. Helpful AI System for Alerts **Rating:** 5.0/5.0 stars **Reviewed by:** Kevin H. | Senior Controller, Mid-Market (51-1000 emp.) **Reviewed Date:** May 29, 2024 **What do you like best about Frame AI?** Frame AI has been best at giving us alerts when clients have need help that needs to be escalated to higher intervention **What do you dislike about Frame AI?** Sometimes there are false negatives but the longer we have worked with it, the less we have seen **What problems is Frame AI solving and how is that benefiting you?** This has been very helpful in letting us know when a client is unhappy and we need to step in to figure out how we can better serve our client. ### 6. Easy to use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 16, 2024 **What do you like best about Frame AI?** The customer support is top-notch. I love the people at Frame AI. **What do you dislike about Frame AI?** Its hard to use at times. The lingo is very confusing. **What problems is Frame AI solving and how is that benefiting you?** Helping us identify where the risk and gaps with our end users. ### 7. Gaining immediate awareness of the bumps in the road **Rating:** 4.5/5.0 stars **Reviewed by:** David S. | Lead Customer Support Advisor - D&R Practice, Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Frame AI?** One of the most useful features I find is the ability to auto-tag phrases as this removes a huge amount of manual effort to figure out what customers are asking and why. Such as customer escalation requests, when a customer requests an escalation, our leadership is notified right away via a Slack itegration. **What do you dislike about Frame AI?** I dislike some of the user interface customization and interactivity, it's a little confusing at times. However, the frame team has always been more than willing to help guide us along whenever we get stuck **What problems is Frame AI solving and how is that benefiting you?** The main problem Frame AI solves is the manual effort of reading each and every case to establish a trend or to find that needle in the haystack. Finding out how many customers experienced log4j issues for example, or how often are customers getting stuck performing a particular task. Typically the keyword search combined with some custom tags gets you the information you need - quickly. ### 8. A Still Growing Product with Exceptional Service and Support **Rating:** 4.5/5.0 stars **Reviewed by:** spencer h. | Manager, Technical Success, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Frame AI?** The flexibility of the product and the types of insights we can search for is astounding! Alongside their exceptionally engaged success team, it's like having our own in-house data team who is available just for us. **What do you dislike about Frame AI?** The product itself is still finding its feet. It's frequently difficult to easily read or find the things we're looking for, and it's clear they are still figuring some things out in terms of a precise market fit, and what they want to be delivering. **What problems is Frame AI solving and how is that benefiting you?** Frame is helping us find and articulate narratives, pains, and patterns that we could only speak to anecdotally before. In combination with their powerful ability to plug directly into systems and processes, it really feels like the sky is the limit! ### 9. Really good, powerful Insights **Rating:** 4.5/5.0 stars **Reviewed by:** Justin N. | VP, Support & Services, Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Frame AI?** Showcases opportunities for us to improve from a Support perspective in unlimited ways. Highly customizeable and the account team is fantastic as well. **What do you dislike about Frame AI?** The UI could be more intuitive and helpful. **What problems is Frame AI solving and how is that benefiting you?** Helping us understand where the pain is and how we can adjust our systems and processes to better target self-service. ### 10. Top-notch AI-driven feedback tagging and acting, though time-consuming to customize and set up **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 21, 2022 **What do you like best about Frame AI?** I demoed Frame against a number of other AI / NLP-driven feedback tagging tools, and none came close to what Frame can detect and accurately analyze in a detailed feedback submission. **What do you dislike about Frame AI?** Setting up Frame to correctly work with your feedback (assuming any level of complexity) will take time, though the customer success + onboarding team is fantastic. The scores dashboard and visuals aren't exactly the easiest to navigate or look at. Loading times can be significant depending on your user traffic. **What problems is Frame AI solving and how is that benefiting you?** Tagging and acting on product feedback across a number of feedback channels, at scale. Benchmarking and baselining complex areas / features within our product and ensuring we act on those causing the most user friction. ### 11. Frame AI has been perfect for the way we wanted to handle high touch, white glove support **Rating:** 5.0/5.0 stars **Reviewed by:** Marc C. | Founder, Small-Business (50 or fewer emp.) **Reviewed Date:** October 15, 2020 **What do you like best about Frame AI?** For us, the alternative to Frame would be a ticketing system (Zendesk, etc). We want the features of the ticketing system such as escalation and reporting, but we don't want to lose the personal feeling of support. Frame's ability to offer escalation and reporting while remaining completely out of the customer experience and only be present in our support engineer view was the selling point for us. **What do you dislike about Frame AI?** As a technical product, error messages pasted into Slack often trigger the NLP "negative" filters. **What problems is Frame AI solving and how is that benefiting you?** We were handling support requests in Slack, and starting to get overwhelmed and worried that we'd drop issues and lose valuable insights. The normal path is to move away from Slack and into Zendesk or other ticketing systems. Our team didn't want to lose the close contact and responsiveness that we had with Slack, but needed to get some of the reporting and escalation policies that a ticketing system had. We discovered Frame AI and integrated it, and it's done just that. As our support workload has grown, Frame has let our support team scale and hand issues off between different engineers who are on call. We have a way to know all open issues and transfer ownership of them. The best part is that our customers still interact with us using Slack, and don't need to learn anything new. They are still just using Slack and communicating with our team. ### 12. Helpful to managers **Rating:** 4.5/5.0 stars **Reviewed by:** Healy J. | Vice President FP&A and Marketing, Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2020 **What do you like best about Frame AI?** Frame AI automatically bubbles up customer interactions and somehow understands the language in the interactions well enough to identify risks and deliver alerts to the team when customers are at risk. So it's helpful to managers like me so you don't have to look into every single client interaction, you can just deal with the important ones. We use a real-time custom health score that Frame AI passively applies to every single conversation so that we don't have to rely on CSAT. The coverage across 100% of our interactions gives us much more confidence in our metrics, and we don't have to rely on our customers answering surveys. Customers didn't like taking the CSAT surveys, so this is a huge improvement. **What do you dislike about Frame AI?** It's not perfect, it can pull up "negative" interactions that are just clients joking around. **What problems is Frame AI solving and how is that benefiting you?** We are managing a large, distributed client management team. It's helping see across the team. ### 13. FrameAI is giving me great, accurate insight into what my customers are actually talking about! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2020 **What do you like best about Frame AI?** The data I am seeing is helping me accurately identify what my customers are actually talking about. The dashboards give me easy visibility as to what my team is busy doing. FrameAI's insight report is something I use on a daily basis. The team I am working with is amazing. Not only answering my million and one questions I have, but sometimes when I ask a question after hours, I get a response right away! I also love the fact that the team helps me think things through when I am trying to implement something. **What do you dislike about Frame AI?** Honestly, there isn't much that I dislike. If I had to say one thing, I think it would be to know all FrameAI can do. But the team is always ready to respond and ready to help. **What problems is Frame AI solving and how is that benefiting you?** Getting accurate KPI's, getting data on how my team is spending on helping our clients, being able to quickly identify customer needs! I am able to leverage the data I am getting back to help our product and engineering teams leverage the areas of the product that my need improvement. I am able to see how my team is spending their time with what clients. I am able to identify which customers maybe in a critical status and quickly help them. Now teams across the practice are seeing how they can leverage the data coming out of FrameAI ### 14. Working with Frame has been helpful, logging all communication and identifying issues, wins, etc. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2020 **What do you like best about Frame AI?** I like being able to see how much time we spend chatting in slack, as well as the teams/agents who are most active. Also, the frame team we work with are great. They're knowledgable and helpful with our use cases. **What do you dislike about Frame AI?** There is a lot of customization that is needed, which a plus, but also a lot of work if you don't quite know where to start. **What problems is Frame AI solving and how is that benefiting you?** Problems solving: Identifying how much time we all spend in slack, how much our ticket queue has grown, we've been able to identify that we're needing more people on our team to help with the uptick in coverage needed. Frame has helped us quantify that with easily understood metrics. Benefits: The ability to find similar conversations/tickets to map them together. Also identifying what categories in our product that have the most questions, issues, etc so we can put more effort into better customer experiences. ### 15. Frame is a great product with a great team behind it **Rating:** 5.0/5.0 stars **Reviewed by:** Dexter H. | Technical Marketing (Contract), Small-Business (50 or fewer emp.) **Reviewed Date:** August 24, 2020 **What do you like best about Frame AI?** One of a kind tool for working with customers in slack, plus additional integrations into other customer success and customer support platforms. Team is incredibly helpful and throws a lot behind making sure we have the Workflows and data available to operate our CS program. Frame is one of those category-defining tools you didn't know you needed until you start using it. **What do you dislike about Frame AI?** I honestly can’t think of anything. It’s great. There are a few rough edges with respect to case management, but I know they're hard at work with more improvements there. **Recommendations to others considering Frame AI:** They're very open to configuring for specific use cases. **What problems is Frame AI solving and how is that benefiting you?** We are solving the very difficult problem of “how can I have hundreds of customers in slack, with hundreds or thousands of conversations per week”. This lets us give folks a natural customer experience that truly makes our team feel like an extension of their own. The biggest benefits are: 1. Escalation and attention management, making sure every customer question gets a response from the right person 2. Case management, making sure every customer problem gets followed up on and resolved 3. Visibility: rich data to ensure we’re meeting SLAs, and understanding workload for things like headcount planning as we expand ### 16. Frame is helping bring order to chaos **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Small-Business (50 or fewer emp.) **Reviewed Date:** November 25, 2020 **What do you like best about Frame AI?** We can track customer and agent activity in Slack. We can identify key areas of our tool where customers are engaging in the most discussion. **What do you dislike about Frame AI?** The stream of data is a little overwhelming at first. It also requires quite a bit of fine-tuning to filter out the "noise". The wide variety of different graphs and datasets means that it can sometimes be difficult to find the view you're looking for. **What problems is Frame AI solving and how is that benefiting you?** We heavily utilize Slack for customer-facing support. Frame has helped us enhance our support metrics and identify key areas of strength and weakness in our current support offerings. ### 17. Game-changing Customer Support and Analytics Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Matt B. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2020 **What do you like best about Frame AI?** Frame.ai empowers our team to both serve as an extension of our client teams while being able to maintain focus on the right problems. Their dashboards allow us to understand potentially problematic clients and high performing agents. Their roadmap around case management is also super exciting! **What do you dislike about Frame AI?** I just can't wait for more case management features! **What problems is Frame AI solving and how is that benefiting you?** We solve all of our tactical support and analytics of that support with Frame.ai. We've been able to scale 100% Slack-based customer support by using Frame.ai. ### 18. Frame.ai is extremely dependable and will go out of their way to provide what is requested. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2020 **What do you like best about Frame AI?** Frame.ai not only provides us with what we request, they go above and beyond and treat us as a priority. George, Robbie and team are wonderful to partner with. **What do you dislike about Frame AI?** Based on the function I am currently utilizing Frame for I currently see no downside. **What problems is Frame AI solving and how is that benefiting you?** The quickness Frame is able to provide me with data has been extremely beneficial. ### 19. Frame.ai is empowering Oscar to uncover previously hidden issues impacting our members. **Rating:** 4.5/5.0 stars **Reviewed by:** Sebastian B. | VP of Service Operations, Enterprise (> 1000 emp.) **Reviewed Date:** October 14, 2020 **What do you like best about Frame AI?** Frame.ai allows us to become much more proactive when solving member issues. They provide us the tools to uncover issues even before our members are aware of them. **What do you dislike about Frame AI?** We are still very early in our relationship with Frame and so far I do not have any negative issues. **What problems is Frame AI solving and how is that benefiting you?** We are proactively uncovering member issues and better understanding member sentiment across multiple engagement types. ### 20. A great insights tool **Rating:** 5.0/5.0 stars **Reviewed by:** Bill H. | VP Accounting Services, Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2020 **What do you like best about Frame AI?** We've been using Frame for a couple of months now, and what I really love is the summary of wins, risks, and issues. I can quickly scan each category to get a sense of CSAT/VOC without having to look at only low sat survey scores. **What do you dislike about Frame AI?** With any tool, you get false positives so you do need to drill down. You can flag the false positives which helps the AI backend learn. **What problems is Frame AI solving and how is that benefiting you?** Customer exhaustion with CSAT surveys. ### 21. Great bit of software with an agile, supportive team behind it. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in E-Learning | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2020 **What do you like best about Frame AI?** Amazing support, responsive product team. **What do you dislike about Frame AI?** AI didn't seem to do as much as I'd hoped it would **What problems is Frame AI solving and how is that benefiting you?** We were using Frame.ai for a slightly different use case. We piped in feature requests and wanted an easy way to report on trends without too much laborious work. Frame helped in automating some of that tagging and has great reporting capabilities. ### 22. Helpful Tool to Analyze Our Customer Data and Drive Future Decisions **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 21, 2020 **What do you like best about Frame AI?** Responsiveness. Ease of use. Support team. **What do you dislike about Frame AI?** Minor UI issues. Lack of customizations. **Recommendations to others considering Frame AI:** Talk through your needs with their team. They're there to help and can implement solutions and ideas to meet your needs. Don't rely on the free trial alone. **What problems is Frame AI solving and how is that benefiting you?** Understanding voice of the customer and how that impacts our product roadmap. We've realized through careful analysis of our data that we were inline with customer expectations and we'll continue to focus on the voices of our broadest customers to increase adoption of our tools ## Frame AI Discussions - [What is Frame AI used for?](https://www.g2.com/discussions/what-is-frame-ai-used-for) - [View Frame AI pricing details and edition comparison](https://www.g2.com/products/frame-ai/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-06+13%3A38%3A48+-0500&secure%5Bsession_id%5D=e5c3954e-1501-4982-b83e-448b0a0386ad&secure%5Btoken%5D=bf0bce1dc4de9a2a11e2135323fbacc5c0a8b3b45925dbcce8ca8b3b93d2b0d5&format=llm_user) ## Frame AI Features **Feedback Management** - Tagging - Segmentation - Custom Reports and Dashboards **Platform** - Health Score - Customer Profiles - Notifications **Feedback Analysis** - Thematic Analysis - Sentiment Analysis - NPS/CSAT Scoring **Predictions** - Service Quality Assurance - Analytics - Revenue Impact - Artificial Intelligence - Sentiment - Retention **Feedback Sources** - Online Reviews - Surveys - Social Media - Customer Service Channels **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization ## Top Frame AI Alternatives - [Qualtrics Customer Experience](https://www.g2.com/products/qualtrics-customer-experience/reviews) - 4.3/5.0 (725 reviews) - [Birdeye](https://www.g2.com/products/birdeye/reviews) - 4.7/5.0 (3,998 reviews) - [Gainsight Customer Success](https://www.g2.com/products/gainsight-customer-success/reviews) - 4.5/5.0 (1,709 reviews)