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Marchex Announces Sentiment Suite to Analyze Customer Emotion

By Tracey E. Schelmetic May 10, 2024

Determining customer sentiment is an important element of measuring the overall customer experience (CX). It is, however, about more than simple transcription. It’s not only about what customers say, but also about how they say it.

In this vein, Marchex is a solutions provider that uses artificial intelligence (AI) to derive conversational intelligence from customer interactions. The company recently announced that it 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 comprehensive conversation intelligence platform, Sentiment Suite combines structured and unstructured data to provide an in-depth view of customer emotion throughout conversations with agents. 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; and View of Business, which combines emotion ratings or scoring, and call context to infer whether the customer perceives a business positively, negatively or neutrally.

The launch follows an eight-week early adopter program that scored more than 58,000 completed conversations (and across more than a dozen diverse organizations, to boot). Upon completion of the early adopter period, Marchex conducted comprehensive interviews with the participants. The feedback showed that Sentiment Suite can deliver significant operational value by combining structured and unstructured data, qualitatively delivered to customers in actionable ways.

“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.”

Edited by Alex Passett
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