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Marchex’s AI-Powered Speech Analytics Sets New Standard, Approaches Human Levels of Accuracy in Consumer to Business Conversations
Driven by investments in data science and deep learning technology,
Marchex’s speech recognition functionality was put to an independently
verified test against several other commercially-available solutions,
based on a series of factors to directly compare capabilities. Using the
same sample audio data from the business conversation domain, the test
measured the word error rate (WER) which tracks the number of words that
are inserted, deleted or substituted in order to discern overall
accuracy of a transcription. The internal
evaluation, which was verified by enterprise technology analyst
Marchexachieved an overall WER of 8.4 percent, which is a 20 percent improvement since 2017, and considerably better compared to other voice recognition systems.
- Marchex’s speech analytics solution performed 38 percent more accurately than IBM Watson, 37 percent more accurately than Azure Cognitive Service API, 13 percent more accurately than Google Cloud Speech-to-Text API and more than 11 percent more accurately than Amazon Transcribe API.
Marchexspeech analytics technology is nearing parity to human accuracy, which is roughly a 5 percent WER1.
For industries with a significant reliance on phone calls to drive sales, such as the automotive, travel and home services industries, AI-powered conversation analytics technology is critical to delivering sales enhancing personalized solutions. Accuracy plays a significant role in being able to automatically pinpoint the reason why a customer is calling, the outcome of the conversation, and the ability to classify calls in real-time.
“Marchex takes a multi-pronged approach to resolving the issues
associated with human to human interactions in the enterprise business
“In recent months we’ve prioritized resources and targeted investments
to further advance our speech technology,” said
Human WER, as published in the Microsoft Research Blog and IBM Watson’s English Conversational Telephone Speech Recognition by Humans and Machines report.
About Marchex’s speech analytics
Marchex is a leading provider of call analytics that drive, measure, and convert callers into customers. The company understands that the best customers are those who call a company – they convert faster, buy more, and churn less. Marchex provides solutions that help companies drive more calls, understand what happens on those calls, and convert more of those callers into customers. Marchex’s actionable intelligence strengthens the connection between companies and their customers, bridging the physical and digital world, to help brands maximize their marketing investments and operating efficiencies to acquire the best customers.
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