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
Tutorials
How to implement advanced speaker diarization and emotion analysis for online meetings
In our previous article, we discussed how to unlock some of that data by building a speaker diarization system for online meetings (POC) to identify speakers in audio streams and provide organizations with detailed speaker-based insights into meetings, create meeting summaries, action items, and more.
Speech-To-Text
The evolution and impact of Speech AI: An in-depth conversation with Gladia's CEO Jean-Louis
Once in a while, we like to zoom out of our day-to-day to reflect on the bigger trends affecting our customers to, ultimately, adapt our product accordingly. Today, what are the key shifts happening in voice-first platforms, and how can speech recognition help them to navigate these?
Speech-To-Text
AI Model Biases: What went wrong with Whisper by OpenAI?
When you start working with an AI model, however powerful, you can never be 100% sure of what will happen with it in practice. We've worked with Whisper ASR by OpenAI since its release in 2022 – and what we discovered is nothing short of surprising.