customer_support · saas · workflow
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer data ingestion
Dovetail ingests mountains of customer feedback from interviews, support calls, product reviews, and more.
Tools used
AssemblyAI
Outcome
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.
Results
Time savedNotable increase in customer sentiment tied to transcript quality
Volume36%
Grounding & classification
Source type: vendor customer story
18 fields verified against source quotes.
speech to textsummarizationcall recordingmeeting recordingmetric backednamed customerproduction runtime claimedtools describedworkflow describedsoftwareaccuracy improvementcustomer satisfactionvendor customer storycustomer supportdocument to record