CASE STUDY
Sharpen Elevates the Contact Center Customer Experience
with Deepgram
Deepgram Arms Agents with Fast, Accurate and Reliable Speech Transcription to Improve Productivity in Real-Time
We first considered creating an ASR solution in-house, but thereβs a significant difference between dabbling in transcriptions and having a reliable speech recognition product. Ultimately, open source options are expensive to successfully pull off, and building an ASR tool from scratch would add another feature that we would need to constantly support and improve, and spend valuable development cycles on.”
vice president of product at sharpen
The Results
Improved Accuracy and Usability
Better Accuracy: Working with Deepgram, Sharpen can provide highly trained and tailored transcriptions to its customers with greater than 90% accuracy levels. By pushing its models to perform under complex, real-life conditions with background noise, multiple speakers and diverse accents, Sharpenβs customers achieve vastly improved accuracy rates without compromising on the speed of the transcription. βWe initially considered using a speech solution from a legacy, Big Tech company and realized that we would need to pay eight times the price for it, without getting a solution that was eight times better,β said Settle.
Improved Voice Search Functionality: Sharpenβs customers use built-in reporting to look for keywords and phrases in collected audio data rather than a faulty outputted transcript, enabling them to seamlessly pinpoint specific timestamps and gather helpful insight. βNow that our customers have transcriptions they can rely on, they can layer custom use cases on top of other contact center metrics, which is really helpful from a quality assurance standpoint.β said Settle. βInstead of just randomly grabbing calls, coaches can use specific keywords, in addition to other metrics, to identify the right call at the right time.β
Looking Ahead
A Partner to Help Foster Innovation
Likely as a result of the COVID-19 pandemic, there has been a recent resurgence of coaching and quality assurance automation needs in the contact center. The ability to provide fast, accurate and reliable transcripts allows Sharpen to provide more granular insights to its customers. Looking ahead to the future, taking advantage of Deepgramβs real-time capabilities will enable Sharpen to launch new features and products that will continue to differentiate the company from other contact center as-a-service (CCaaS) players.
With the speech recognition element of its platform squared away, Sharpen can focus its data science and development resources on the tools and analytics that its customers need to be successful. Settle says, βHaving a technology partner such as Deepgram that innovates rapidly and delivers quality audio transcriptions, made possible by deep learning, will continue to open up new opportunities for our business down the road.β