Case Study: The Mars Agency achieves 96% speech recognition success with Bespoken

The Mars Agency - Customer Case Study

The Mars Agency worked with Bespoken to improve the speech recognition of its SmartAisle™ voice app for in-store skincare guidance. The team needed to account for different accents, colloquial expressions, phonetic variations, and background noise while testing the app under tight time and budget constraints before launch.

Bespoken provided Usability Performance Testing over three rounds using more than 1,500 generated audio interactions and 900 recorded real-user interactions per round. The effort helped The Mars Agency raise its recognition success rate from 76% to 96%, cut more than 80.8% of errors before launch, and improve the intent model with synonyms, spelling corrections, and better utterance disambiguation.

The Mars Agency

Keith Porter

Senior Product Manager