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How contact center AI improves efficiency: benchmarks and ROI
TL;DR: Manual QA teams review 1–5% of contact center calls; AI-powered platforms can score all of them, but only when the underlying transcript is accurate. WER and DER are the hidden bottlenecks: a wrong name, missed compliance phrase, or misattributed speaker corrupts every downstream system that reads the transcript, from routing and agent assist to post-call summaries and QA scoring. Our Solaria-1 model delivers on average 29% lower WER than alternatives on conversational speech and on average 3x lower DER (diarization error rate), covers 100+ languages including 42 that no other STT API supports, and handles the full audio pipeline (record, transcribe, enrich) in a single API.
How to integrate AI into contact center performance monitoring
TL;DR: Most contact centers manually review only a small fraction of calls, leaving compliance breaches and coaching signals undetected. Scaling to 100% AI QA coverage means choosing between three integration patterns (CCaaS-native tools, add-on API layers, or a custom build), each determined by how well your speech infrastructure handles noisy, multilingual audio. For post-call monitoring, async batch transcription outperforms real-time on accuracy, diarization quality, and cost predictability at scale. The bottleneck is getting a reliable transcript from noisy call center audio, which is where Solaria-1 and all-inclusive per-hour pricing matter most.
AI solutions for call centers without human translators
TL;DR: At an illustrative fully loaded offshore rate of $6–$15/hr, replacing BPO translation at 10,000 hours/month with Gladia's Growth plan brings the estimated cost from $80,000–$150,000 down to approximately $2,000/month, with diarization, translation, NER, and sentiment included at the base rate. Every downstream output is ceiling-bounded by STT accuracy: a single transcription error produces a wrong translation, a wrong CRM entry, and a wrong coaching score. Native code-switching support is the bottleneck most teams discover only in production. Solaria-1 covers 100+ languages, including 42 not available on any other STT API, with mid-conversation code-switching built in from day one.
Powering virtual meetings with Speech to Text AI: Claap's success story with Gladia
Published on Jun 25, 2023
A case study showcasing the benefits of Gladia's AI API for Claap, an all-in-one video workspace that implemented our solution to provide its international users with advanced video transcription capabilities.
Meet Claap
Claap is a leading all-in-one video workspace that helps organizations speed up decision-making by reducing back-to-back virtual meetings and endless messaging threads. Claap unifies meeting recording, screen recording, and a video wiki into a single collaborative workspace, unlocking a new level of alignment, transparency, and efficiency.
Founded in France in 2021, the company serves international customers like Revolut, Kavak, and Qonto, and helps them solve their remote collaboration challenges.
• 14 employees
• 5,000+ customer workspaces
• Global user base: French, English (US/UK), Spanish, German, Dutch, Danish, Chinese, Hindi, Portuguese, Italian and other languages in use
Claap's platform with built-in transcription, powered by Gladia
Claap’s team knew that in order to realize their vision, they needed to make video content a truly intuitive medium of information. This, in turn, meant that they had to make video content easy to summarize, categorize, search, and digest. A high-quality transcription tool was therefore crucial to their roadmap.
Challenge
Claap’s Co-founder and CTO, Thomas Hernandez, needed a highly accurate, fast, and easy-to-implement multilingual solution both for core transcription and for video intelligence add-ons.
While the Claap team considered building the solution in-house using a layer of add-ons on top of an open-source product, they felt that transcription was becoming enough of a commodity that a specialized API provider would be a better fit, thanks to reduced time-to-market and lower infrastructure costs.
The issue they encountered, however, was that the incumbent providers did not meet the near-perfect quality they were looking for, as they were primarily US-centric, with lower quality for non-native English speakers. They were also either too slow, or prohibitively expensive.
Objectives
To deploy a high-quality, scalable video transcription API and audio intelligence add-ons for all Claap's customers all around the globe.
Specifications
✔️ A high-quality transcription at a scalable cost so it could be deployed in every user space.
✔️ A solution adapted to speakers from multiple geographies, with different languages and regional accents.
✔️ A transcription technology that is fast enough to add a valuable layer of insight to user videos almost immediately.
Solution
With Gladia, the Claap team was able to implement:
A highly accurate transcription solution registering a WER between 1% and 3%.
Transcription at blazing speed, with one hour of video transcribed on average in under 60s.
A truly multilingual approach to transcription, with core features and add-on all available in 99+ languages.
A quick implementation and iteration cycle, with fixes and features released every week, as well as weekly client support.
Audio intelligence features such as speaker diarization, word-level timestamps, translations, and other features, enabling Claap to make content more accessible for their international users.
Thanks to our API, Claap was able to unlock the following AI-powered functionalities for its users:
Synced playback — follow along with a video transcript while you listen to the recording;
Speaker detection — automatically detect multiple speakers to jump in the right moment;
Search within video — search the full text transcript and find the exact moment you’re looking for;
Add comments while watching transcript — easily add comments related to a specific timestamp.
Speaker diarization as seen inside Claap
Impact
After deciding to add audio transcription to their roadmap, Claap started testing the API immediately. By working with the Gladia team to iterate and scale up, they saw a noticeable impact on their own customers, from users praising the quality of the transcription to prospects converting specifically after trying it out.
In a nutshell, Claap's case study illustrates the many possibilities unlocked by audio AI for businesses, aiming to improve user experience, boost retention and upgrade its core product functionalities - all with a single turnkey API.
We're thrilled to have been part of this amazing journey, and we owe a huge thanks to our client for putting their trust in us. As we move forward, we're excited to team up with more clients, tackle new challenges, and make AI more accessible to companies worldwide.
About Gladia
Gladia provides a speech-to-text and audio intelligence API for building virtual meeting and note-taking apps, call center platforms, and media products, providing transcription, translation, and insights powered by best-in-class ASR, LLMs and GenAI models.
Having read this case study, do you feel like Gladia could be the right fit for your business too?
