Use case
Call Centers
Customer experience with insight
Improve customer service, streamline operations, and ensure compliance with regulatory requirements. Gladia API provides valuable insights into customer behavior and needs, improves communication, and enhances call center security.
Top features
Speech analytics
Analyze customer tone of voice tone and language patterns to identify sentiment and mood, providing call center agents with valuable insights into customer behavior and needs. Essential for companies dealing with a high volume of customer calls.
Translation
Transcribe customer interactions in real time and translate them into different languages, allowing call center agents to communicate with customers in their preferred language. Ideal for serving a global customer base.
Transcription
Transcribe high volume of calls and get a written record of all talking points, decisions made, and action items. Essential for keeping track of customer interactions for compliance, training, or quality assurance purposes.
Quality monitoring, privacy, and compliance
Monitor and analyze call center interactions in real time to ensure compliance with regulatory requirements and quality standards. Our upcoming PII redaction add-on will identify and redact all personally identifiable data, like social security and credit card numbers.
Some stats on performance
Customized
for your needs
Transcription
Gladia API utilizes automatic speech recognition technology to convert audio, video files, or URL to text format. It transcribes 1h of audio in less than 60s.
Diarization
Based on a proprietary algorithm, automatically partitions an audio recording into segments corresponding to different speakers.
Topic classification
Refers to the process of categorizing content into one of the 698 predefined topic categories for content indexation.
Sentiment analysis
Determining the sentiment or opinion behind a piece of audio, such as a conversation or dialogue, using natural language processing.
Speech moderation
Allows to automatically identify and flag hate speech or other inappropriate and offensive verbal content according to pre-determined parameters.
Emotion detection
Our emotion recognition system is built upon the latest research and aims to accurately identify and distinguish between 27 human emotions.
We initially attempted to host Whisper AI, which required significant effort to scale. Switching to Gladia's transcription service brought a welcome change.
Read more
Speech-To-Text
Enhancing CX with AI: Key Trends to Watch 2024
AI is transforming contact centers at an accelerating pace. Speech AI technologies are at the forefront of this revolution, enabling companies to provide better customer experiences through a combination of advanced agent-assist techniques and fully automated interactions that feel natural and human-like.
Case Studies
How VEED is streamlining video editing and subtitles with AI transcription
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.
Tutorials
How to build a speaker identification system for recorded online meetings
Virtual meeting recordings are becoming increasingly used as a source of valuable business knowledge. However, given the large amount of audio data produced in meetings by companies, getting the full value out of recorded meetings can be tricky.