Dovetail improved word error rate by 36% with AssemblyAI to power customer intelligence
Customer conversations ingested by Dovetail are inherently messy and unstructured — full of overlapping dialogue, informal phrasing, and unique accents — making accurate, diarized transcription a prerequisite for delivering reliable customer insights.
Switching to AssemblyAI delivered a 36% improvement in word error rate and approximately 10% improvement in speaker diarization, along with a notable increase in customer sentiment tied to transcript quality.
Frequently asked questions
What did this team achieve with this AI workflow?
Switching to AssemblyAI delivered a 36% improvement in word error rate and approximately 10% improvement in speaker diarization, along with a notable increase in customer sentiment tied to transcript quality.
What tools did this team use?
AssemblyAI.
What results were reported?
word error rate (WER) improvement: 36%; Speaker diarization improvement: ~10%; Customer sentiment: Notable increase in customer sentiment tied to transcript quality (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer data ingestion → Speech-to-text transcription → Speaker diarization → Insight generation.