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Marchex Launches Generative AI-Powered Sentiment Suite Across Multiple APIs

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Marchex, a company utilizing AI and conversational intelligence, has launched its Sentiment Suite product offering across multiple APIs after completing an early adopter program with Fortune 500 customers. The product provides insights into customer emotions, specific sentiments, and the overall view of businesses during conversations. The feedback from the early adopter program highlighted the operational value and impact of the Sentiment Suite, showcasing how it can improve customer satisfaction, drive revenue acceleration, and create more effective workflows.

Marchex, un'azienda che utilizza intelligenza artificiale e intelligenza conversazionale, ha lanciato il suo prodotto Sentiment Suite attraverso diverse API dopo aver completato un programma per i primi adottanti con clienti Fortune 500. Il prodotto offre intuizioni sulle emozioni dei clienti, sui sentimenti specifici e sulla percezione generale delle aziende durante le conversazioni. Il feedback dal programma per i primi adottanti ha messo in luce il valore operativo e l'impatto della Sentiment Suite, dimostrando come possa migliorare la soddisfazione del cliente, accelerare i ricavi e creare flussi di lavoro più efficaci.
Marchex, una empresa que utiliza IA e inteligencia conversacional, ha lanzado su producto Sentiment Suite a través de múltiples APIs tras completar un programa de adoptantes iniciales con clientes de Fortune 500. El producto proporciona perspectivas sobre las emociones de los clientes, sentimientos específicos y la visión general de las empresas durante las conversaciones. Los comentarios de los primeros adoptantes resaltaron el valor operativo y el impacto de Sentiment Suite, mostrando cómo puede mejorar la satisfacción del cliente, impulsar la aceleración de ingresos y crear flujos de trabajo más eficaces.
인공 지능과 대화형 인텔리전스를 사용하는 회사인 마르켁스는 포춘 500대 고객과의 초기 채택 프로그램을 완료한 후 여러 API를 통해 자사의 센티먼트 스위트 제품을 출시했습니다. 이 제품은 고객의 감정, 구체적인 감정, 그리고 대화 중 비즈니스에 대한 전반적인 시각을 제공합니다. 초기 채택 프로그램에서의 피드백은 센티먼트 스위트의 운영 가치와 영향을 강조하며, 고객 만족도를 향상시키고, 수익 증가를 가속화하며, 보다 효율적인 워크플로우를 만들 수 있음을 보여줍니다.
Marchex, une entreprise exploitant l'IA et l'intelligence conversationnelle, a lancé son produit Sentiment Suite sur plusieurs API après avoir terminé un programme de premiers adoptants avec des clients du Fortune 500. Le produit fournit des insights sur les émotions des clients, les sentiments spécifiques et la vue d'ensemble des entreprises pendant les conversations. Les retours du programme de premiers adoptants ont souligné la valeur opérationnelle et l'impact de la Sentiment Suite, démontrant comment elle peut améliorer la satisfaction client, accélérer les revenus et créer des workflows plus efficaces.
Marchex, ein Unternehmen, das KI und Gesprächsintelligenz nutzt, hat sein Produkt Sentiment Suite über mehrere APIs eingeführt, nachdem es ein Frühadoptierungsprogramm mit Fortune-500-Kunden abgeschlossen hatte. Das Produkt liefert Einsichten in die Emotionen der Kunden, spezifische Stimmungen und die allgemeine Sicht der Unternehmen während Gesprächen. Das Feedback aus dem Frühadoptierungsprogramm unterstrich den betrieblichen Wert und die Auswirkungen der Sentiment Suite und zeigt, wie sie die Kundenzufriedenheit verbessern, die Umsatzbeschleunigung vorantreiben und effektivere Arbeitsabläufe schaffen kann.
Positive
  • The launch of Sentiment Suite across multiple APIs.

  • The positive feedback and operational value delivered by Sentiment Suite from the early adopter program.

  • Improvement in customer satisfaction and operational excellence through the use of Sentiment Suite.

Negative
  • No specific negative aspects reported in the press release.

Follows Completion of Early Adopter Program with Fortune 500 Customers

SEATTLE--(BUSINESS WIRE)-- 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.

Marchex, Inc.

Investor Relations

Trevor Caldwell, 206-331-3600

ir@marchex.com

Source: Marchex

FAQ

What is Marchex's Sentiment Suite product offering?

Marchex's Sentiment Suite product offering provides insights into customer emotions, specific sentiments, and the overall view of businesses during conversations.

What type of insights does Sentiment Suite provide?

Sentiment Suite offers AI-driven insights such as Customer Emotion, Emotion Categories, and View of Business.

What was the outcome of Marchex's early adopter program with Fortune 500 customers?

The early adopter program showed that Sentiment Suite can deliver highly impactful operational value, improve customer satisfaction, and drive revenue growth.

Who is Ryan Field and what is his role?

Ryan Field is the Vice President of Marketing at Sierra Heating and Cooling, an early adopter participant of Marchex's Sentiment Suite.

What did Edwin Miller, Marchex CEO, say about Sentiment Suite?

Edwin Miller mentioned that Sentiment Suite delivers critical and actionable insights that improve customer experience and drive revenue growth.

Marchex, Inc. Class B

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