Marchex Launches Sentiment Suite

Marchex, an artificial intelligence and conversational intelligence provider, has launched Sentiment Suite across multiple application programming interfaces (APIs).

Marchex's Sentiment Suite combines structured and unstructured data for a comprehensive view of customer emotion throughout conversations with businesses. Sentiment Suite's AI-driven insights include the following:

• Customer Emotion, determining whether conversations are positive, negative, or neutral.
• Emotion Categories, which assigns specific sentiments, such as satisfied, frustrated, or confused, to callers, enabling tailored customer response strategies.
• View of Business, which combines emotion ratings or scoring and call context to infer whether the customer perceives a business positively, negatively, or neutrally.

"We are thrilled to launch Sentiment Suite powered by our AI and conversational intelligence that not only understands the emotions occurring within customer conversations, but it also empowers Fortune 500 companies with the strategic insights needed to help them achieve operational excellence," said Edwin Miller, Marchex's CEO, in a statement. "Sentiment Suite delivers critical and actionable insights that improve customer experience and drive revenue growth."