Case Study: How Dovetail improved WER by 36% with AssemblyAI to power continuous customer intelligence
Key results
The challenge
Dovetail's platform ingests feedback from interviews, support calls, and product reviews and turns it into shareable insights. That source audio is often full of overlapping dialogue, informal phrasing, and unique accents, so transcription accuracy is critical to the value Dovetail delivers to its customers.
The solution
Dovetail ran an in-depth experiment comparing transcription providers and adopted AssemblyAI as its preferred provider, valuing precise, diarized, context-aware transcription and the ability to fold usage into its rolled-up cloud costs.
“The accuracy of transcription is critical to the value we deliver to our customers. Humans communicate in a very messy fashion.”
DRDoug RathboneVP of Engineering, Dovetail
The results, in context
The partnership delivered a 36% improvement in word error rate (WER), improving the quality of the insights Dovetail surfaces for continuous customer intelligence.