Marchex is excited to announce that we have been selected as winners of the 2024 AI Breakthrough Award for “Best Text Generative AI Solution” for our latest Generative AI innovations: Call Summaries and Sentiment Suite. These are utilized by businesses to enhance their marketing, sales, and operations activities. AI Breakthrough is a top market intelligence organization that celebrates high-performing companies, technologies, and products in today’s global AI market. In 2024, Marchex competed with a pool of more than 5,000 nominations from around the globe and won the award for a third consecutive year.
Marchex Call Summaries and Sentiment Suite were recognized for their ability to analyze and generate text-based recaps of consumer-to-business calls. This allows businesses to immediately identify customers who have had exceptionally good experiences or are dissatisfied.
A Deeper Level of Sentiment Analysis
Call Summaries eliminate the need for sales, marketing, and operations teams to listen to every phone call to obtain the key takeaways. This capability provides two distinct types of summaries. Outcome-Focused Summaries are clear, natural-language descriptions of what took place during a customer call. Agent-Focused Summaries are detailed assessments of customer service or sales agent performance during customer calls.
Marchex’s sentiment analysis solution, Sentiment Suite, is unique for a variety of reasons. It combines structured and unstructured data to provide a holistic view of customer emotions during conversations and specifies the likely reason why customers feel the way they do. Sentiment Suite labels and describes customer emotions in three main ways:
- Emotion Categories assign specific sentiments such as satisfied, frustrated, or confused to callers, enabling tailored response strategies.
- Customer Emotion gives a high-level assessment of whether conversations were positive, negative, or neutral.
- View of Business combines emotion grading and call context to infer how the customer perceives your business.
“Understanding consumer-to-business conversations in a way that can improve the sales process is a game-changer for many vertical industries, enabling businesses to capitalize on consumer data,” said James Johnson, managing director of AI Breakthrough. “Congratulations to Marchex for earning a third consecutive AI Breakthrough Award. Their expertise, experience, and flexible platform empower businesses to glean insights that measurably improve their customers’ experience and their bottom lines.”
“We are thrilled to receive another AI Breakthrough Award, as it recognizes our team’s continued leadership in building AI-powered technologies and solutions that significantly help companies expand in their vertical markets, drive operational excellence, and accelerate revenue,” said Edwin Miller, Marchex CEO. “We look forward to introducing new and exciting conversation intelligence capabilities this year and beyond that provide crucial data and actionable insights that can be transformative to businesses.”
About AI Breakthrough
Part of Tech Breakthrough, a leading market intelligence and recognition platform for global technology innovation and leadership, the AI Breakthrough Awards program is devoted to honoring excellence in artificial intelligence technologies, services, companies, and products. The AI Breakthrough Awards provide public recognition for the achievements of AI companies and products in categories including AI Platforms, Robotics, Business Intelligence, AI Hardware, NLP, Computer Vision and more. For more information visit AIBreakthroughAwards.com.
Learn More
To learn more about how Call Summaries and Sentiment Suite’s generative AI-powered capabilities can help your business enhance customer understanding, optimize agent training, and boost satisfaction, schedule a demo today or read our latest press release.
