How Calabrio boosted customer satisfaction by 80% and accelerated global expansion with AssemblyAI

2025-12-19 · Source: AssemblyAI · Field: Technology & Digital — Artificial Intelligence & Machine Learning, Software Development & Engineering, Emerging Technologies & Innovation · Depth: Fundamental Awareness, quick

Summary

Collabrio, a SaaS provider for contact centers, faced significant customer dissatisfaction and churn due to a lack of innovation and a transactional relationship with its previous speech-to-text provider. After evaluating six or seven alternatives, Collabrio selected AssemblyAI, citing the strong partnership as a key differentiator. The migration to AssemblyAI was exceptionally smooth, leading to immediate customer satisfaction and improved speech-to-text performance from day one. This transition resulted in enhanced customer satisfaction (CSAT), increased productivity, a reduction in customer complaints due to higher transcription quality, and a 22% improvement in revenue for Collabrio.

Key takeaway

For Directors of AI/ML evaluating speech-to-text solutions, prioritize vendors offering a true partnership over purely transactional relationships. Collabrio's experience demonstrates that a strong vendor partnership, coupled with high-performing AI, can lead to immediate customer satisfaction, improved operational efficiency, and a substantial 22% revenue increase. Ensure your chosen solution provides not just technology, but also a collaborative relationship that supports aggressive innovation.

Key insights

A strong vendor partnership and superior AI capabilities drive significant customer satisfaction and revenue growth.

Principles

• Relational partnerships outperform transactional ones.
• High-quality AI directly impacts customer satisfaction.

In practice

• Prioritize vendor partnerships in technology selection.
• Evaluate AI solutions for direct impact on customer experience.

Topics

• Contact Center Solutions
• Speech-to-Text Technology
• Assembly AI Partnership
• AI Innovation
• Customer Satisfaction

Best for: VP of Engineering/Data, Director of AI/ML, Executive, AI Product Manager, CTO, Operations Professional

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Editorial summary, takeaway, and curation by AIssential. Original article published by AssemblyAI.