Marchex Launches New MIND Innovation Lab and Hires Chief AI Scientist
October 24 2018 - 8:00AM
Business Wire
Marchex (NASDAQ: MCHX), a leading provider of call analytics
that drive, measure, and convert callers into customers, recently
launched the Marchex Innovation Development (MIND) Lab, a new
research and development group, to support product innovation and
to help businesses engage and nurture customer relationships across
communications channels, including voice and text. Marchex has
appointed Dr. Junmei Zhong, a pioneer in artificial intelligence
(AI) and natural language processing (NLP), as the company's chief
AI scientist.
Dr. Zhong has an 18-year track record of intensive research and
development experience in both academic research and industrial
innovation in fields of data science, applied mathematics, machine
learning, data mining, NLP and more. In addition, Dr. Zhong has
published more than 20 scientific articles and conference
proceedings for his original research and patented innovations.
Prior to joining Marchex, Dr. Zhong held positions as the chief
data scientist at Inspur for NLP, principal data scientist at
Pitchbook for NLP, and assistant professor at Cincinnati Children's
Hospital Medical Center in Ohio.
“Marchex has an exciting AI platform with a strong team of data
scientists and applied researchers, and I'm thrilled to be a part
of the next evolution,” said Zhong. “In an era of digital
transformation, I believe Marchex is uniquely positioned to help
businesses transform sales and marketing with personalized,
AI-driven solutions that extract the voice of the customer from
huge volumes of conversational data. There is significant potential
to continue developing innovative solutions and technologies that
address the growing needs of brands as they adopt AI, speech
technology and machine learning to engage and nurture lasting
relationships with customers in order to grow their business.”
AI adoption is gaining momentum and is impacting the way
companies interact with their customers. IDC estimates worldwide
spending on cognitive and artificial intelligence systems will
reach $19.1 billion in 2018, and a recent Forbes Insights survey
indicates that 95 percent of executives believe AI will play an
important role in their responsibilities and the way they manage
and grow their business in the near future.
As Marchex continues to prioritize and invest in AI, speech,
sentiment, personalized customer solutions and conversational
analytics, immediate MIND Lab priorities are to:
- Enhance Marchex’s industry-leading
speech analytics technology: Marchex’s AI-powered speech
analytics solution employs machine learning to capture actionable
insights from phone calls and texts that help brands improve
customer experience and operations, measure the effectiveness of
customer engagements, and boost sales. To date, more than 140
million calls and over 500 million minutes have been analyzed by
Marchex’s speech analytics technology. Years of deep learning from
this proprietary phone call data has enabled Marchex to reach
industry-leading accuracy levels in voice-to-text
transcription.
- Invest in top talent: Marchex
continues to invest heavily in recruiting and retaining top talent
with deep expertise in speech technology and NLP, including several
with Ph.D. degrees in related fields. Since the first half of 2018,
Marchex has more than doubled its data science team.
- Incubate new technology: With
several Fortune 500 companies at the forefront of using Marchex
speech analytics technology, the MIND Lab is currently piloting new
products across many areas of business conversation to enhance the
customer journey with highly personalized experiences across
different communication channels, including voice and text.
“Companies making the greatest strides in the AI field have the
advantage of massive unique data, which is something we have and
differentiates us as leaders in the business conversation space,”
said William Li, vice president of engineering at Marchex. “With
the rise of speech technology and the need for businesses to have
unique personalized solutions for customers and actionable insights
to engage consumers across communications channels, we are merely
scratching the surface of possible solutions we can develop and
bring to customers.”
About Marchex
Marchex understands that the best customers are those who call
your 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. Our 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.
Please visit the Marchex blog or @marchex on Twitter
(Twitter.com/Marchex) to learn more.
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version on businesswire.com: https://www.businesswire.com/news/home/20181024005259/en/
Marchex, Inc.Investor RelationsTrevor Caldwell,
206-331-3600ir@marchex.comorMedia Inquiries:EdelmanJessie
DiMariano, 206-268-2289jessie.dimariano@edelman.com
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