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How decision intelligence improves customer service consistency in contact centers
TL;DR: Contact centers fail to deliver consistent service when routing infrastructure runs on static rules engines that cannot handle the complexity of real human conversation. Modern speech-to-text infrastructure addresses this by processing raw audio and feeding structured outputs to your CRM, using machine learning to analyze intent, sentiment, and speaker characteristics. Transcription accuracy sets the ceiling for every downstream action: a wrong word silently corrupts a CRM entry, a missed intent misfires a routing decision, and a misread sentiment score delays escalation. This playbook covers how to build and deploy that architecture without blowing your latency budget or your unit economics.
TL;DR: Live agent assist only works when the transcription layer delivers partial results fast enough for downstream NLP to process within a sub-second window. If the pipeline exceeds 1,000ms total, prompts arrive after agents have already spoken, which inflates Average Handle Time and erodes agent trust. This playbook covers the full real-time pipeline architecture, from streaming transcription through intent analysis to agent desktop rendering, and shows how contact centers can expand QA coverage from a 1-3% manual sample to 100% of interactions without adding headcount.
How to identify prospect companies from sales call transcripts
TL;DR: Most product teams try to run LLM extraction on raw, undiarized transcripts and end up with CRM records polluted by the sales rep's own company names, tools, and competitor mentions. The fix is an async-first pipeline that separates speaker dialogue before any entity extraction happens. This guide walks through a working Python and Claude API pipeline using our async transcription, pyannoteAI Precision-2 diarization, and Solaria-3 or Solaria-1 depending on your language mix, so you extract clean prospect-side signals and sync accurate data to your CRM.
Recall and Gladia join forces to power online meetings transcription
Published on Oct 19, 2023
Today, we are thrilled to announce a partnership aimed at empowering businesses and developers worldwide to fully leverage data from online meetings.
Recall, a pioneering developer tooling, API, and infrastructure provider best known for plug-and-play meeting bots, has teamed up with Gladia to provide real-time code-switching and accurate transcription to over 100 clients worldwide.
Recall: Capturing the essence of meetings
As the world grappled with the COVID-19 pandemic, the demand for video conferencing solutions skyrocketed, multiplying the number of Zroom calls alone by an astonishing 100-fold.
Founded in February 2022, Recall’s mission was to provide companies worldwide with the best possible infrastructure powered by LLMs to extract valuable data from virtual meetings.
Recall allows developers to build products on top of meeting data captured from key platforms like Zoom, Google Meet, and others. They offer a comprehensive API that enables video and audio recordings, transcriptions, and metadata extractions (participant names, timestamps, etc.)
While it takes at least six months on average to develop meeting bots in-house, with Recall, companies can seamlessly integrate these functionalities in a matter of days.
Owing to its versatility and ease of use, Recall has exhibited spectacular growth and now caters to a wide range of enterprise clients across various industries and use cases, including sales enablement tools, note-taking solutions, productivity-enhancing applications, and more.
Gladia x Recall: Advancing meeting data transcription
Transcription is a critical component of video recording and conferencing tools provided by Recall.
At Gladia, we built an enterprise version of OpenAI’s Whisper ASR in the form of an API, distinguished by exceptional accuracy and speed, extended language support, and a variety of additional features.
Virtual meeting and note-taking have been among the most important use cases for Gladia, making our API a perfect candidate to address the challenges of virtual meeting transcription.
With Gladia's API integration, Recall's clients can now directly enjoy the benefits of instantaneous and accurate meeting transcription, including extended language support, speaker diarization, and word-level timestamps.
We’re grateful for the trust and thrilled to partner with a company like Recall, whose ambition to help companies improve the way they work by leveraging data from meetings aligns perfectly with Gladia’s vision and objectives.
For a more detailed practical tutorial on using Gladia API with Recall’s meeting bots, head to the tutorial on Recall’s website.
About Gladia
At Gladia, we built an optimized version of Whisper in the form of an API, adapted to real-life professional use cases and distinguished by exceptional accuracy, speed, extended multilingual capabilities and state-of-the-art features.
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Speech-To-Text
How decision intelligence improves customer service consistency in contact centers
Speech-To-Text
Real-time speech analytics for live agent assist
Speech-To-Text
How to identify prospect companies from sales call transcripts
From audio to knowledge
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