Leading Website Management Platform
THE LANDSCAPE
This website management platform primarily provides services to help people establish and manage their online presence. They are best known for offering domain registration, which means you can buy and manage website addresses (like "yourbusiness.com"). In addition to domain registration, this organization provides a variety of related services, including web hosting, website design tools, professional email services, and digital marketing solutions.
With a customer base that stretches worldwide and an equally diverse customer-service team, this platform’s team needed to find a way to standardize multi-accent conversations.
CASE STUDY: Leading Website Managing Platform
THE CHALLENGE
The platform’s team wanted to provide a consistent and personalized voice experience for customers across regions and languages. However, any solution they desired to pursue would require extreme scalability. Specifically, the technology would have to handle around 1,500 concurrent streams and 1.8 million hours of annual usage in real time.
The overall goal would be to improve customer service by normalizing agent accents and inflections, using Deepgram's 'universal transformer' solution to capture audio, transcribe to text, and play back with text-to- speech. Thus, in order to boost speech recognition and transcription capabilities across the organization, The platform turned to Deepgram's cost-effective and scalable AI.
THE SOLUTION
As mentioned above, this leading website managing platform implemented a ‘universal transformer’ solution for their customer service team. That is, on a given call, the customer-service agent would speak, which would then trigger Deepgram’s speech-to-text AI to transcribe that speech into text. The text is then fed into Deepgram’s text-to-speech AI, which produces a standardized voice that the customer hears.
(Note that testing of this solution showed accuracy of 95% or higher, with latency around 200ms, according to the platform’s team.)
As a result, they became able to provide a consistent and personalized voice experience for customers, even in markets where agents have regional accents. This is expected to improve customer satisfaction (CSAT) and reduce opportunity cost.
Furthermore, the robustness of Deepgram’s technology gave the platform the ability to experiment with different voice personas and accents. This experimentation then helped them to determine the optimal voice that resonates best with their customers, potentially leading to higher customer satisfaction and Net Promoter Score (NPS). They were also able to procure cost savings by automating this process and taking advantage of reduced infrastructure costs on AWS.
THE BENEFITS
Integrating Deepgram's Advanced Voice AI This website managing platform successfully leveraged the AWS Marketplace to streamline procurement and optimize their committed AWS spend by using credits for Deepgram’s AI-driven solution, which outperforms competitors in speed, accuracy, and cost. Key benefits include:
Accuracy: 30% lower word error rate (WER) than competitors on average
Speed: Up to 40x faster inference time, supporting real-time applications
Cost: 3-5x lower cost than the competition
CASE STUDY: Leading Website Managing Platform
Developer experience: Fast and easy to implement with robust developer resources
Future-proof: Comprehensive platform that also includes APIs for voice synthesis, spoken language understanding, and AI voice agents
Enterprise-grade: Security, scalability, and reliability from AWS that companies depend on for mission- critical applications
Initially, the platform’s team expected an alternative solution—Voicebase—to be comparable to Deepgram, with a yearly spend of $2-$3 million based on previous expenditures. Deepgram's pricing, however, is about one-fifth or less of that amount.
Today, Deepgram expanded their initial deal with this website managing platform to increase the original contract from 100 streams to 1500 streams, with a projected 1.8 million hours of usage over the next 12 months.
About the Leading Website Managing Platform
This platform caters to businesses and individuals looking to create and maintain a website, offering everything from the infrastructure needed to run a website to marketing and security tools to make it successful. They also offer services like SSL certificates, online payment solutions, and more to ensure websites run smoothly and safely. In short, the platform is a one-stop shop for anyone wanting to create and manage a website, providing everything from the domain name to marketing and technical support.
About the Partner
Deepgram is a foundational AI company on a mission to transform human-machine interaction using natural language. Deepgram gives any developer access to the fastest, most powerful voice AI platform, including models for speech-to-text, text-to-speech and spoken language understanding with just an API call. From transcription to sentiment analysis to voice synthesis and AI agents, Deepgram is the preferred partner for builders of innovative conversational AI applications.