Case Study: Sentient Machines achieves real-time accurate call transcription and improved customer experience with Speechmatics

Sentient Machines is improving customer care operations for businesses by using Speechmatics technology

Sentient Machines, developer of the Sentient Analytics cloud platform, faced the challenge of reliably transcribing and analysing large volumes of call‑centre audio in real time to surface customer emotion, intent and churn risk. To turn voice data into actionable insights for personalised agent coaching and improved customer journeys, Sentient Machines selected Speechmatics’ Automatic Speech Recognition (ASR) solution for fast, accurate transcription across accents and multi‑party conversations.

Speechmatics’ ASR powers Sentient Analytics’ pipeline, delivering precise bulk call transcriptions and participant identification that feed sentiment detection, real‑time alerts and performance dashboards. The result is clearer, actionable feedback for agents and managers, reduced manual QA, faster anomaly detection, improved customer retention and increased sales conversions — benefits Sentient Machines is already proving in pilot projects and rollout.

Sentient Machines

Danica Damljanovic

Chief Executive Officer & Co-Founder