Marchex Launches Generative AI-powered Call Summary and Sentiment Suite Capabilities for Vertical Markets
08 November 2023 - 1:00AM
Business Wire
Features Empower Companies in Verticals such as
Automotive, Home Services, Healthcare and others to Extract
Actionable Data from Customer Conversations
Marchex (NASDAQ: MCHX), the award-winning AI-powered
conversation intelligence company that helps businesses turn
strategic insights into the actions that drive their most valued
sales outcomes, today announced that it has launched Call Summary
and Sentiment Suite capabilities. Powered by generative AI, these
new features analyze and generate summaries of consumer-to-business
calls, enabling businesses to immediately identify customers who
have had exceptionally good experiences, as well as dissatisfied
customers.
This valuable data empowers companies to capitalize on positive
interactions by advancing sales processes or encouraging positive
online behaviors, including reviews, as well as take action to
rectify concerns from dissatisfied customers.
Call Summaries leverage the power of generative AI to
transform the way businesses capture and utilize critical insights
from customer interactions. This feature offers two distinct types
of summaries:
- Outcome Focused Summaries give concise, natural-language
descriptions of what occurred during a consumer-to-business
call.
- Agent Focused Summaries provide comprehensive assessments of
customer service or sales agent performance during calls.
Sentiment Suite combines structured and unstructured data
to provide a holistic view of customer emotions during
conversations:
- Customer Emotion gives a high-level assessment of whether
conversations were positive, negative, or neutral.
- Emotion Categories assign specific sentiments such as
satisfied, frustrated, or confused to callers, enabling tailored
response strategies.
- View of Business combines emotion grading and call context to
infer how the customer perceives your business: positive, negative,
or neutral.
These structured data pieces are then paired with natural
language explanations of why callers are reacting the way they are,
enhancing the understanding of emotional dynamics during
conversations.
“We are excited to announce the expansion of our suite of
generative AI-driven conversational intelligence capabilities
across all of our vertical markets,” said Edwin Miller, CEO,
Marchex. “Call Summary and Sentiment Suite features deliver
critical insights and enable businesses to make data-driven
improvements at the agent level, fostering improved interactions,
enhancing customer satisfaction, and strengthening their overall
reputation and customer loyalty.”
The new features address critical pain points in customer
relations:
- Agents are relieved from the tedious task of manual
record-keeping, allowing them to focus on delivering exceptional
customer experiences.
- Clients have the ability to identify which locations or agents
have the highest volume of frustrated callers, and whether they are
able to bring those customers around to a positive experience
during the conversation journey.
- Managers can streamline call evaluations, sparing them the need
to sift through entire audio recordings or transcripts, and making
performance assessment more efficient.
- Customers receive a more personalized service as agents have
access to accurate call recaps, leading to improved customer
satisfaction and loyalty.
Call Summaries and Sentiment Suite are just the first in a
series of AI enhancements in Marchex’s product pipeline, all
designed to equip organizations with applications to proactively
identify sales and growth opportunities, as well as address issues
that may lead to negative experiences and reviews from dissatisfied
customers.
About Marchex
Marchex’s award-winning conversation intelligence platform,
featuring AI-powered sales engagement and marketing solutions,
helps businesses turn strategic insights into the actions that
drive their most valued sales outcomes. Our multichannel voice and
text capabilities enable sales and marketing teams to deliver the
buying experiences that today’s customers expect. Marchex is the
trusted conversation intelligence partner for market-leading
companies in critical industries, including many of the world’s
most innovative and successful brands.
Please visit www.marchex.com, www.marchex.com/blog or @marchex
on X (Twitter.com/Marchex), where Marchex discloses material
information from time to time about the company and its
business.
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version on businesswire.com: https://www.businesswire.com/news/home/20231107495352/en/
Marchex, Inc. Investor Relations Trevor Caldwell, 206-331-3600
ir@marchex.com
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