Case Study: Fastly achieves faster, smarter customer support with Frame AI

Frame AI Helps Fastly Act Quickly With a Complete Picture of Their Customer Voice

Fastly, an edge cloud platform provider, needed a better way to unify customer insights across Zendesk, Slack, Salesforce, and survey data. Before working with Frame.ai, the team relied on manual tagging and disconnected reporting, which made it hard to see the full customer experience or quickly identify what needed immediate attention.

Using Frame AI, Fastly created a unified CX view that brought together data from support, CRM, chat, CSAT, and NPS to surface real-time sentiment, prioritize urgent issues, and guide executive and support teams. Frame.ai helped Fastly reduce customer effort by more than 20%, increase tickets resolved per agent per day by 25%, and gain insights from 100% of customer conversations.

Fastly

Jill Kahn

Senior Director of Customer Support Engineering