Dovetail Customer Story | AssemblyAI

Imagine a world where you can go into a single app and simply ask, "What should my team work on next? " and know, "What's going to drive customer success for you over the next little while? " Companies are often overwhelmed with the sheer volume of feedback and customer interactions they have. At our core, we're building a platform that helps companies understand their customers better. A lot of companies would have uh dedicated research teams that would go and talk to customers and collect feedback and then they'd try and rationalize that across other forms of feedback that the organization was receiving. And Dovetail helps you ingest all of that and summarize it in a way that's easy to understand and then kind of democratize that across the organization. The accuracy of transcriptions is critical to the value that we deliver to our customers. Companies are receiving customer feedback calls that are quite raw and unstructured and messy. Humans communicate in a very messy fashion. Recently, we ran an experiment where we were testing Assembly AI versus a number of other transcription providers. In Assembly AI's case, we saw a really material improvement in customer sentiment in the quality and accuracy of the transcription in error rate by about 36% and an improvement in diorization or separating multiple speakers on a call by about 9 to 10%. And that made it really simple for us to use Assembly AI as our preferred transcription provider. One of the challenges with experimenting with new technologies, a procurement and budgeting component that can sometimes slow down your ability to innovate and try new things. And one of the advantages of assembly AI is that you're able to build through the AWS marketplace. And that makes it easier to just think about assembly AI as a part of your rolled up cloud costs. We're probably going through one of the biggest shifts in technology since the invention of the internet. an evolution in AI and its ability to help us be more productive. And our team's been given the freedom to dream up new bits of functionality on behalf of our customers that would have been previously impossible to build. That's exciting because we're actually innovating in a very real way on a day-to-day basis.