Customer conversations are the most valuable piece of data a company can have, but too much of that data sits unused and underutilized.
That’s why Alex Kvamme and his team built Echo AI, the first Generative AI-native conversation intelligence platform. At the highest level, the Echo AI platform turns all customer conversations into key actionable insights across singular and collective conversational data.
“Your customers are telling you what they want and need every single day, every single minute. You should learn from and act on every single one,” explains Kvamme.
But without highly accurate AI speech-to-text, these insights wouldn’t be possible.
“Generative AI, Large Language Models—they need text. And your insights are only as good as your accuracy. It was all those factors that led us towards AssemblyAI, and our customers immediately noticed the accuracy of our transcripts,” continues Kvamme.
This speech-to-text accuracy and additional speech understanding models have allowed Kvamme and his team to successfully build and deliver key components of their conversation intelligence platform, including summarization, intent classification, sentiment analysis, tagging, custom questions, agent performance, and more.
The platform uses these tools to analyze every customer touchpoint, surfacing deeper insights that lead to a more contextual understanding of customer feedback. Ultimately, this process makes it easier and faster for end users to adjust strategies that reduce churn and improve customer satisfaction.
Customers like Centerfield, for example, use Echo AI to find trends in conversational data that improve its sales and marketing campaigns in real time. This sort of immediate, accurate analysis across the 18 million calls it processes a year wouldn’t be possible without the aid of advanced AI models.
Additional Echo AI customers like Clear, Ancestry.com, and Wine Enthusiast have found similar success.
Watch Echo AI’s full story here:
