Sharpen, a cloud-based contact center platform, needed higher ASR accuracy after customers raised concerns about transcription quality from legacy tri-gram models. Building in-house proved costly, so Sharpen adopted Deepgram’s end-to-end deep learning ASR. The result was over 90% transcription accuracy, improved voice search, and better compliance monitoring. Customers can now reliably search transcripts for keywords and timestamps, improving coaching and quality assurance. Deepgram’s scalability and cost-effectiveness allow Sharpen to focus on innovation while delivering better agent and customer experiences.

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