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Author Archives: Camille Bishop

Avoiding the Top AI Agent Pitfalls: Lessons from Millions of Customer Calls 

When it comes to customer experience, artificial intelligence has officially joined the front lines. AI voice agents are answering phones, booking appointments, and handling inquiries faster than ever — and businesses love efficiency.   But what happens when the experience on the other end of the line doesn’t match your brand promise?  At Marchex, we analyze millions of real customer conversationsContinue reading “Avoiding the Top AI Agent Pitfalls: Lessons from Millions of Customer Calls “

From Call Counts to Conversation Intelligence: The Metrics That Will Matter in 2026 

For years, businesses have measured phone performance using a familiar set of metrics: call volume, call duration, failed call rate, keyword hits. These numbers were easy to track, easy to explain, and—at one point—good enough.  But in 2026, “good enough” is no longer good enough.  As AI reshapes how customers discover brands, engage with businesses, performContinue reading “From Call Counts to Conversation Intelligence: The Metrics That Will Matter in 2026 “

The Conversation Gap: Why 25x More Customer Feedback Happens on Calls Than in Online Reviews 

Key learnings:   Online reviews are visible and easy to compare, but visibility doesn’t equal completeness. Google star ratings are visible, measurable, and easy to compare across competitors. Yet these reviews represent only a fraction of what customers are saying, and that fraction can often mislead. New data reveals a conversation gap that should encourage companies to reconsider how they measure and manage customer sentiment.  A Marchex study of more than 120,000 customer calls acrossContinue reading “The Conversation Gap: Why 25x More Customer Feedback Happens on Calls Than in Online Reviews “

Must-Have Strategies to Improve Patient Communication  

Even in an age of digital apps and patient portals, phone calls remain the backbone of healthcare communication. Whether a patient is calling to book an appointment, ask about a referral, or follow up on test results, phone conversations are where trust is built.    Unfortunately, too many calls still go unanswered. One study found that up to 35% of calls to healthcare practices areContinue reading “Must-Have Strategies to Improve Patient Communication  “

When Dealer Growth Gets Harder, Converting Conversations Matter More

A recent analysis from the Boston Consulting Group highlights a sobering reality for automotive retailers: growth is becoming more difficult. Customer acquisition costs are increasing, buyer expectations continue to rise, and ignoring process deficiencies is becoming more costly. In today’s market, generating more leads no longer serves as a dependable growth strategy.  For dealers, the more urgentContinue reading “When Dealer Growth Gets Harder, Converting Conversations Matter More”

Conversation Intelligence: 3 Ways Marketers Can Do More with the Same Budget

Marketing teams are under increasing pressure to improve performance without increasing spend. While clicks, calls, and form fills are easy to measure, they only tell part of the story. What really determines impact is what happens after a customer engages.As performance expectations shift toward appointments booked, sales closed, and revenue generated, marketers need better visibilityContinue reading “Conversation Intelligence: 3 Ways Marketers Can Do More with the Same Budget”