Marchex Receives AI Breakthrough Award for “Best Text Generative AI Solution” for its Call Summaries and Sentiment Suite
July 25 2024 - 9:00AM
Business Wire
Marchex Recognized with AI Breakthrough Award
for Third Consecutive Year
Marchex (NASDAQ: MCHX), which harnesses the power of AI and
conversational intelligence to drive operational excellence and
revenue acceleration, today announced that Marchex Call Summaries
and Sentiment Suite have collectively been chosen as the “Best Text
Generative AI Solution” in the seventh annual AI Breakthrough
Awards program conducted by AI Breakthrough, a leading market
intelligence organization that recognizes the top companies,
technologies, and products in today’s global AI marketplace. This
year’s program attracted more than 5,000 nominations from around
the world. 2024 is the third consecutive year Marchex has been
selected for an AI Breakthrough Award.
The mission of the AI Breakthrough Awards is to honor excellence
and recognize innovation, hard work, and success in a range of AI
and machine learning-related categories including Generative AI,
Computer Vision, AIOps, Deep Learning, Robotics, Natural Language
Processing, industry-specific AI applications, and many more.
As a leader in AI, the Marchex Call Summaries and Sentiment
Suite analyzes and generates summaries of consumer-to-business
calls, enabling businesses to immediately identify customers who
have had exceptionally good or bad experiences with the business.
This valuable data empowers companies to capitalize on interactions
by advancing sales processes, encouraging positive online behaviors
(including reviews), or taking action to rectify concerns from
dissatisfied customers.
Call Summaries ensure that organizations no longer need
to listen to every phone call to understand the essential
conversations that are taking place. This capability provides two
distinct types of summaries:
- Outcome Focused Summaries that deliver concise,
natural-language descriptions of what occurred during a
consumer-to-business call.
- Agent Focused Summaries that provide comprehensive assessments
of customer service or sales agent performance during calls.
Sentiment Suite is one of the innovative applications
that sets Marchex apart. The company combines structured and
unstructured data to provide a holistic view of customer
emotions during conversations and the reason why someone
feels the way they do:
- Emotion Categories assign specific sentiments (such as
satisfied, frustrated, or confused) to callers, enabling tailored
response strategies.
- Customer Emotion provides 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, 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 own bottom
lines.”
“We are honored to receive this year’s AI Breakthrough Award, a
testament to our team’s dedication in pioneering AI-powered
technologies and solutions. This recognition underscores our focus
on delivering innovative solutions that drive operational
excellence and market expansion for our clients,” said Edwin
Miller, CEO of Marchex. “As we continue to introduce new and
advanced conversational intelligence and data analytics
capabilities, we are committed to providing actionable insights
that can transform businesses and accelerate revenue growth.”
Please visit http://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, its
financial information, and its business.
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.
About Marchex
Marchex harnesses the power of AI and omnichannel 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 communications 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
conversational intelligence AI-powered solutions for market-leading
companies in leading B2B2C vertical markets, including several of
the world’s most innovative and successful brands.
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version on businesswire.com: https://www.businesswire.com/news/home/20240725413134/en/
Marchex, Inc. Investor Relations Trevor Caldwell, 206-331-3600
ir@marchex.com
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