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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.
Recall and Gladia join forces to power online meetings transcription
Published on Oct 19, 2023
Today, we are thrilled to announce a partnership aimed at empowering businesses and developers worldwide to fully leverage data from online meetings.
Recall, a pioneering developer tooling, API, and infrastructure provider best known for plug-and-play meeting bots, has teamed up with Gladia to provide real-time code-switching and accurate transcription to over 100 clients worldwide.
Recall: Capturing the essence of meetings
As the world grappled with the COVID-19 pandemic, the demand for video conferencing solutions skyrocketed, multiplying the number of Zroom calls alone by an astonishing 100-fold.
Founded in February 2022, Recall’s mission was to provide companies worldwide with the best possible infrastructure powered by LLMs to extract valuable data from virtual meetings.
Recall allows developers to build products on top of meeting data captured from key platforms like Zoom, Google Meet, and others. They offer a comprehensive API that enables video and audio recordings, transcriptions, and metadata extractions (participant names, timestamps, etc.)
While it takes at least six months on average to develop meeting bots in-house, with Recall, companies can seamlessly integrate these functionalities in a matter of days.
Owing to its versatility and ease of use, Recall has exhibited spectacular growth and now caters to a wide range of enterprise clients across various industries and use cases, including sales enablement tools, note-taking solutions, productivity-enhancing applications, and more.
Gladia x Recall: Advancing meeting data transcription
Transcription is a critical component of video recording and conferencing tools provided by Recall.
At Gladia, we built an enterprise version of OpenAI’s Whisper ASR in the form of an API, distinguished by exceptional accuracy and speed, extended language support, and a variety of additional features.
Virtual meeting and note-taking have been among the most important use cases for Gladia, making our API a perfect candidate to address the challenges of virtual meeting transcription.
With Gladia's API integration, Recall's clients can now directly enjoy the benefits of instantaneous and accurate meeting transcription, including extended language support, speaker diarization, and word-level timestamps.
We’re grateful for the trust and thrilled to partner with a company like Recall, whose ambition to help companies improve the way they work by leveraging data from meetings aligns perfectly with Gladia’s vision and objectives.
For a more detailed practical tutorial on using Gladia API with Recall’s meeting bots, head to the tutorial on Recall’s website.
About Gladia
At Gladia, we built an optimized version of Whisper in the form of an API, adapted to real-life professional use cases and distinguished by exceptional accuracy, speed, extended multilingual capabilities and state-of-the-art features.
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Speech-To-Text
How contact center AI improves efficiency: benchmarks and ROI
Speech-To-Text
How to integrate AI into contact center performance monitoring
Speech-To-Text
AI solutions for call centers without human translators
From audio to knowledge
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