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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.
How VEED is streamlining video editing and subtitles with AI transcription
Published on Jul 25, 2024
User-generated content has become a cornerstone of the internet-driven economy. As part of this shift, various platforms have emerged to provide easy-to-use tools to create high-quality video content in a matter of minutes — with AI transcription playing a foundational role in their product development.
VEED is one of the leading AI video editor platforms today, relying on Gladia’a transcription API to empower video content creators around the globe. Read on to find out which features they improved thanks to our API and the impact of speech-to-text on VEED’s roadmap, user engagement, and growth.
About Veed
VEED was founded in 2018 by Sabba Keynejad and Tim Mamedov with the aim of democratizing the visual content industry. To deliver on that vision, the company offers a video recording and editing platform that enables anyone to create high-quality video content in minutes without specialized skills.
Originally designed for individual content creators, VEED is currently expanding into the B2B segment, providing its services to communication professionals and the like.
With a staggering 10M active monthly users on its platform uploading one video every second, the company is delivering new features and expanding its user base across geographies.
Preview of VEED
Challenge
The ability to roll out new, value-adding features as part of its core offer, is among top strategic priorities for platforms like VEED when it comes to user acquisition and engagement.
Among the core VEED features today are automatic subtitles, eye contact AI and editing tools like Magic Cut and Silence Removal. The editing toolkit allows users to automatically remove errors, pauses, and repetitive words from raw footage in a single click, transforming long, imperfect footage into short, punchy edits optimized for social channels.
All these features rely on Transcription as their core, so having an accurate, reliable provider capable of transcribing speech across languages was key.
The issue they encountered, however, was that a lot of existing alternatives didn’t provide satisfactory results on non-English languages based on internal benchmarks run by the VEED team to assess API providers.
Requirements
In this context, VEED was looking to deploy a high-quality transcription and audio intelligence API to integrate with its platform, based on the following specifications:
Accurate and fast transcription API, capable of handling large volumes of audio transcription at a scalable cost.
Language recognition and transcription beyond English, to serve the platform’s expanding global user base in countries like India, the Philippines, Brazil, Germany, and so on.
Top-level precision for word-level timestamps, with the start and end times of each word, detected perfectly, being an essential pre-requisite for video editing and subtitles generation.
Audio enhancement features, like the ability to remove background noise as part of the integration to improve the quality of transcription.
Customer support, including SALs and a dedicated Slack channel to address issues in real time and provide custom guidance.
Data security and compliance, such as SOC2, especially as the company expands into the B2B target segment with more stringent data requirements.
Solution
Enter Gladia! With Gladia, the VEED team was able to implement:
Subtitles in 21 languages with timestamps, generated in a matter of seconds, with a confidence score designed for users to review and edit if they need.
AI-powered editing tools, which remove silences, filler words, and repetitions in a video based on the time-stamped transcript to streamline the editing process
Auto Subtitles by VEED
Impact & ROI
By working with the Gladia team to iterate and scale up, VEED’s team saw a noticeable impact on their own customers, from users praising the quality of the transcription to prospects converting specifically after trying it out.
The team at VEED is continuing to explore the possibilities that transcription brings to their AI product, and is now considering how they will leverage it in the future with upcoming features requiring advanced multilingual transcription and metadata extraction.
We're thrilled to be part of this amazing journey with them, and thank VEED for putting their trust in us! We look forward to partnering with more customers to tackle new challenges, and make speech AI more accessible to media 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?
