Marchex AI Innovators Featured at Two International Artificial Intelligence Conferences
SEATTLE–(BUSINESS WIRE)–Marchex (NASDAQ: MCHX), a leading provider of call analytics that drive, measure, and convert callers into customers, today announced that it has been selected to present at two leading international conferences focused on artificial intelligence.
Marchex’s head of artificial intelligence and Chief AI Scientist, Junmei Zhong, Ph.D., presented at the third International Conference on Innovation in Artificial Intelligence and the fourth IEEE International Conference on Big Data Analytics joint event in Suzhou, China on March 16th. Dr. Zhong was the chairperson of this conference and delivered a presentation regarding Marchex’s AI and Natural Language Processing (NLP) work on customer churn prediction. Marchex has successfully built an AI/NLP model that can help predict when customers are planning to switch to other service providers based on churn patterns that surface in customer calls. With sufficient training data from phone calls annotated by Marchex’s innovative data labeling technology, the company’s proposed convolutional neural network model has the potential to be powerful and highly strategic for businesses.
According to Marchex’s research, arming businesses with the knowledge that a customer is predicted to churn will enable them to take proactive steps in their interactions with the customer to prevent churn before it ever happens. Dr. Zhong is a leader in the Marchex Innovation Development (MIND) Lab, a research and development group that supports AI-fueled product innovation to help businesses engage and nurture customer relationships across communications channels, including voice and text.
“Predicting Customer Call Intent by Analyzing Phone Call Transcripts Based on Convolutional Neural Network (CNN) for Multi-Class Classification.”