Marchex Launches Generative AI-Powered Sentiment Suite Across Multiple APIs
April 30 2024 - 9:00AM
Business Wire
Follows Completion of Early Adopter Program
with Fortune 500 Customers
Marchex (NASDAQ: MCHX), which harnesses the power of AI and
conversational intelligence to drive operational excellence and
revenue acceleration, today announced that it has launched its
Sentiment Suite product offering across multiple application
programming interfaces (APIs) following completion of an extensive
early adopter program with Fortune 500 companies and other
customers.
A key element of Marchex’s conversation intelligence platform,
Sentiment Suite combines structured and unstructured data to
provide a comprehensive view of customer emotion throughout
conversations with businesses. For businesses of all sizes,
Sentiment Suite’s AI-driven insights include:
- Customer Emotion, which provides a high-level assessment of
whether conversations are positive, negative, or neutral.
- Emotion Categories, which assigns specific sentiments such as
satisfied, frustrated, or confused to callers, enabling tailored
customer response strategies.
- View of Business, which combines emotion ratings or scoring,
and call context to infer whether the customer perceives a business
positively, negatively, or neutrally.
Today’s launch follows an 8-week early adopter program that
scored more than 58,000 completed conversations, across more than a
dozen diverse organizations. Upon completion of the early adopter
period, Marchex conducted comprehensive interviews with the
participants. The feedback showed how Sentiment Suite can deliver
highly impactful operational value, by combining structured and
unstructured data, qualitatively delivered to customers in
actionable ways. Specific examples include:
- A Fortune 500 company reported that Sentiment Suite helped
validate its belief that directing all customer calls to a central
call center would create better business outcomes than if it
delivered the conversations to varied locations. Previously, the
company did not have the data to prove this thesis, but its
adoption of Marchex Sentiment Suite generated specific data tied to
helpful and unhelpful agents, which enabled the company to
determine where calls are handled most effectively for greatest
customer satisfaction. By utilizing the Sentiment Suite data and
intelligence, this company was able to create more effective
workflows that drove improved customer satisfaction and operational
excellence.
- A major healthcare industry association deployed Sentiment
Suite and found for its line of business, localized call handling
is crucial. Sentiment Suite’s specific data and intelligence for
the organization showed local communication was in fact most
effective in terms of answering calls, following up on leads, and
supporting a positive customer experience – all of which are
connected to revenue acceleration.
- A large home services franchise highlighted deploying Sentiment
Suite enabled it to more strategically align marketing spend to
focus on specific areas that returned both more leads and satisfied
customers. As part of the process, Sentiment Suite identified calls
where customers were frustrated or dissatisfied and helped the
company determine why customers had these feelings or negative
views of the business, as well as which actions to take to improve
them.
“Understanding the emotional sentiment of our customers as they
interact with our business, in real-time, gives us a powerful
application,” Ryan Field, Vice President of Marketing at Sierra
Heating and Cooling, an early adopter participant. “It can help
drive strategic marketing insights and operational improvements to
help our business.”
“We are thrilled to launch Sentiment Suite powered by our AI and
conversational intelligence that not only understands the emotions
occurring within customer conversations, but it also empowers
Fortune 500 companies with the strategic insights needed to help
them achieve operational excellence,” said Edwin Miller, Marchex
CEO. “Sentiment Suite delivers critical and actionable insights
that improve customer experience and drive revenue growth.”
About Marchex
Marchex harnesses the power of AI and conversational
intelligence to provide actionable insights aligned with
prescriptive vertical market data analytics, driving operational
excellence and revenue acceleration. Marchex enables executive,
sales and marketing teams to optimize customer journey experiences
across all communication channels. Through our prescriptive
analytics solutions, we enable the alignment of enterprise
strategy, empowering businesses to increase revenue through
informed decision-making and strategic execution. Marchex provides
AI-powered conversational intelligence solutions for market-leading
companies in many leading B2B2C vertical markets, including several
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/20240430954383/en/
Marchex, Inc. Investor Relations Trevor Caldwell, 206-331-3600
ir@marchex.com
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