Case Study: How Calabrio boosted customer satisfaction by 80% and accelerated global expansion with AssemblyAI
Key results
The challenge
Calabrio's conversation intelligence for voice calls depends on transcription as its foundation. The company faced growing dissatisfaction with its prior vendor's service quality, which strained customer support resources and constrained its ability to build innovative AI features. European GDPR enforcement and customer compliance requirements added pressure around PII redaction and PCI compliance.
The solution
Calabrio migrated to AssemblyAI's speech-to-text API, drawn by transcription accuracy, reliability, and speed alongside built-in PII redaction and PCI compliance features. The vendor supported the migration through Slack and meetings, and Calabrio adopted an AssemblyAI-first approach for its long-term product strategy.
“The transcription accuracy, reliability, and speed of AssemblyAI's API have greatly enhanced our operations, reinforcing our trust in their technology and solidifying our partnership.”
RSRaj ShankarSVP Product, Calabrio
The results, in context
Calabrio reports an 80% improvement in customer satisfaction, a 22% revenue increase, and 63% time savings after the migration. The company also cites near-instant response-time gains, higher accuracy, and improved scalability from the cloud architecture.