Marchex Launches Sentiment Suite

US-based Marchex, which uses AI and conversational intelligence to help clients improve their operations and grow revenue, has launched the Sentiment Suite, which analyses emotion in structured and unstructured data from customer contacts.

Marchex provides AI-powered conversational intelligence solutions, including prescriptive analytics, for clients in B2B and B2C markets. The company says the new product is now available across multiple APIs, following completion of an extensive early adopter program with more than a dozen Fortune 500 companies and other customers, scoring more than 58,000 completed conversations. The new Suite forms part of Marchex's conversation intelligence platform and promises insights including a high-level assessment of whether conversations are positive, negative or neutral; analysis of 'Emotion Categories', which assigns specific sentiments such as satisfied, frustrated, or confused to callers, enabling a tailored response; and View of Business, which combines emotion ratings / scoring with call context to infer whether the customer perceives a business positively, negatively or neutrally.

Uses to date have included providing the data to back up a company's moving of all customer calls to a central call center, and conversely for a client in the healthcare sector showing that local call handling was crucial in the sector. In another case, a large home services franchise used Sentiment Suite to help it focus marketing spend on specific areas that returned both more leads and satisfied customers.

CEO Edwin Miller (pictured) comments: '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 also empowers Fortune 500 companies with the strategic insights needed to help them achieve operational excellence'.

The company is on the web at www.marchex.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.