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How contact center AI improves efficiency: benchmarks and ROI
TL;DR: Manual QA teams review 1–5% of contact center calls; AI-powered platforms can score all of them, but only when the underlying transcript is accurate. WER and DER are the hidden bottlenecks: a wrong name, missed compliance phrase, or misattributed speaker corrupts every downstream system that reads the transcript, from routing and agent assist to post-call summaries and QA scoring. Our Solaria-1 model delivers on average 29% lower WER than alternatives on conversational speech and on average 3x lower DER (diarization error rate), covers 100+ languages including 42 that no other STT API supports, and handles the full audio pipeline (record, transcribe, enrich) in a single API.
How to integrate AI into contact center performance monitoring
TL;DR: Most contact centers manually review only a small fraction of calls, leaving compliance breaches and coaching signals undetected. Scaling to 100% AI QA coverage means choosing between three integration patterns (CCaaS-native tools, add-on API layers, or a custom build), each determined by how well your speech infrastructure handles noisy, multilingual audio. For post-call monitoring, async batch transcription outperforms real-time on accuracy, diarization quality, and cost predictability at scale. The bottleneck is getting a reliable transcript from noisy call center audio, which is where Solaria-1 and all-inclusive per-hour pricing matter most.
AI solutions for call centers without human translators
TL;DR: At an illustrative fully loaded offshore rate of $6–$15/hr, replacing BPO translation at 10,000 hours/month with Gladia's Growth plan brings the estimated cost from $80,000–$150,000 down to approximately $2,000/month, with diarization, translation, NER, and sentiment included at the base rate. Every downstream output is ceiling-bounded by STT accuracy: a single transcription error produces a wrong translation, a wrong CRM entry, and a wrong coaching score. Native code-switching support is the bottleneck most teams discover only in production. Solaria-1 covers 100+ languages, including 42 not available on any other STT API, with mid-conversation code-switching built in from day one.
How Gladia's multilingual audio-to-text API supercharges Carv's AI for recruiters
Published on Apr 3, 2024
In today's professional landscape, the average workday of a recruiter is characterized by a perpetual cycle of administrative tasks, alternated by intake calls with hiring managers and interviews with candidates. And while recruiters enjoy connecting with hiring managers and candidates, there’s an almost universal disdain for the administrative side of the job.
Taking interview notes, writing job descriptions, drafting candidate profiles — these are just few of the many admin tasks that require precious time and attention, but leave recruiters with little opportunity to prioritize more candidate centric initiatives.
And that’s where Carv comes in. The company aims to revolutionize recruiting by integrating AI into the interview process, saving recruiters hours that can now be spent on more impactful initiatives.
A key component in this workflow is capturing relevant data and insights from recruitment calls, for which Carv relies on multilingual AI transcription provided by Gladia.
About Carv
Carv is AI for recruiters, purpose-built to take over admin tasks related to intake calls & interviews. Their mission is to unburden recruiters by eliminating admin so they can prioritize the human aspect of hiring. Carv listens in on job intake calls and interviews and uses the context of those meetings to fully automate admin tasks, reducing time spent on tedious tasks from hours to minutes.
Founded in Amsterdam in 2022, the company of 25 employees targets recruiting teams and staffing agencies around the globe.
Challenge
As the recruitment landscape evolves, the need for efficient and streamlined hiring processes grows increasingly important. After all, good talent is hard to find, and providing recruiters with the tools necessary to build meaningful connections with the right candidates is paramount in getting the right people in.
Carv’s founders recognized the challenges faced by recruiters – the significant amount of time spent on repetitive administrative tasks rather than focusing on the human being in front of them. They asked themselves the question: How can we unburden the recruiter so that they can focus on the interactions that truly matter?
Leveraging the momentum created by the emergence of generative AI, the company enlisted the help of state-of-the-art Large Language Models (LLMs) and prompt engineering to address this very issue.
The result is a versatile AI platform that accompanies recruiters in every intake conversation and candidate interview.
Transcription, which serves to convert these meetings into input for LLMs, plays a key role in Carv's mission to optimize productivity for hiring teams. After all, without the right context and accurate data for the LLM, generating top-quality insights for recruiters to work with efficiently is next to impossible.
Choosing the right provider to establish this foundation was therefore paramount for Carv to ensure no nuance is lost in the process.
Objectives
Before switching to Gladia, Carv used another API provider that didn’t provide the range of language support necessary to serve Carv’s international client base. With a user base originating from over 90 countries, flawless multilingual support was critical.
Gladia met their needs based on the following criteria:
High-quality transcription at a scalable cost;
Language support for transcription and audio intelligence in 99+ languages, with enhanced sensitivity to accents and top accuracy in less widely-spoken languages like Dutch, Albanian and Kazakh;
Code-switching, i.e., the ability to detect and transcribe a meeting where multiple languages are used interchangeably.
Solution
Enter Gladia! Using our speech-to-text and audio intelligence API, the Carv team was able to implement and improve must-have features like:
AI-generated job descriptions based on intake calls with the hiring manager;
AI-generated candidate profiles, based on interviews with candidates;
Meeting notes, so recruiters can focus on the interview;
Free format prompting, for highly specific use cases.
Preview of Carv's core features powered by Gladia
Impact
By working with the Gladia team to iterate and scale up, they saw a noticeable impact on their speed of shipping and iteration, with the underlying transcription engine enabling more and more valuable capabilities for Carv's AI for Recruiters.
The team at Carv is already looking forward to implementing more features at the intersection of Gladia APIs and Carv’s proprietary know-how. According to Carv’s VP of Product & Engineering, Valentijn van Gastel, Carv’s future vision involves addressing specific use cases and problems for customers in different types of recruitment, where Gladia's expanding audio intelligence offering could be of service.
We're thrilled to be part of this amazing journey with them, and thank Carv for putting their trust in us! As we move forward, we're excited to team up with more clients, tackle new challenges, and make speech AI more accessible to virtual meeting companies worldwide.
About Gladia
Gladia provides a speech-to-text and audio intelligence API for building virtual meeting and note-taking apps, call center platforms, and media products, providing transcription, translation, and insights powered by best-in-class ASR, LLMs and GenAI models.
Having read this case study, do you feel like Gladia could be the right fit for your business too?
