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Marchex Speech Analytics Sets Industry Standard in Customer to Business Call Analytics
Independent product review demonstrates superiority of
Marchex Speech Analytics enables enterprise and mid-sized companies to
derive actionable insights from inbound phone calls from consumers to
their business, to improve media spend and sales operations, and help
convert more callers into customers. The recently launched technology is
gaining insights daily and continuing to evolve and expand its
capabilities. To validate its ascendency in the customer to business
call analytics space,
“We know this is only a sub-set of Watson’s full capabilities, but for
companies looking to evaluate call data and analyze consumer to business
phone calls, Marchex Speech Analytics proved superior,” said Ohlhorst.
“That said, there are still elements that can be compared between
Marchex Speech Analytics and Watson were evaluated through a series of tests to directly compare their capabilities, identifying two key metrics to measure speech technology performance: RAW word error rate and perceived word error rate, ensuring fair testing for both systems. RAW word error rate measures the number of words that are inserted, deleted and substituted in order to discern overall accuracy of a transcription, while perceived word error rate normalizes some words and spelling that are really the same, but in the RAW case would appear as an error. For example, if a human transcription recorded a word as “alright” but the machine transcription showed “all right,” the RAW system would consider that to be an error while the perceived system would not.
Marchex Speech Analytics outperformed and achieved a lower rate of error than Watson in both categories:
- Watson achieved a RAW word error rate of 21.1%, compared to Marchex’s RAW word error rate of 15.7%.
Watson demonstrated a perceived word error rate of 19.4%, while
Marchexachieved a lower rate of 14.6%.
“Accuracy is critical for those seeking actionable insights from within
a phone call,” said
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