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March 2, 2022

Marchex Launches Conversation DNA to Improve Conversational Intelligence

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The AI-powered conversational intelligence company, Marchex, has announced the launch of a new core technology called Conversation DNA. The company says it will enable “voice and text conversation decoding, scoring, categorization and signal delivery across every Marchex conversation intelligence product.”

“With Conversation DNA™, businesses can now surface invaluable sales and consumer intent signals from conversations across voice and text,” said Ryan Polley, Marchex Chief Operating Officer in the company’s press release. “And we can deliver this intelligence faster than ever before.”

From the release:

Conversation DNA™ uses Marchex’s proprietary AI infrastructure built to uncover relevant insights – such as what customers want and what they are searching for – from a library of more than one billion minutes of voice conversations and hundreds of millions of text messages the company processes each year. These valuable AI signals help businesses understand how to anticipate customer needs in order to deliver highly personalized experiences.

Here is how it works: When customers call or text a business, Conversation DNA™ identifies consumer intent, context, urgency, product or service of interest, appointment scheduling outcome and payment preferences. Decoding conversations down to this level of granularity also helps businesses optimize marketing campaigns, improve customer experiences and, ultimately, close sales.

Equally as important, Conversation DNA™ shows why sellers fail to book appointments, so businesses can correct these behaviors and see what deficiencies in availability, scheduling, or inventory are causing low appointment or close rates.

Read the full press release here.


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