DialogTech launches machine learning to automatically categorize phone calls

DialogTech launches machine learning to automatically categorize phone calls

DialogTech makes its living by automatically identifying the advertisement that drove a phone call to a business, as well as by routing, transcribing, and storing calls. Today, the Chicago-based company is adding Dialog Analytics to its Conversation Insights call attribution platform. It says this machine learning-based analysis is the first use of that technology outside of call centers to automatically categorize calls. CEO Irv Shapiro told me he wasn’t certain to what extent machine learning-driven categorization is used in call centers, but added that it isn’t otherwise used in businesses where incoming calls go to local retailers or franchises. DialogTech specializes in industries in which similar kinds of calls are generated over and over again by centralized marketing operations but received by distributed sales operations that do not utilize call centers,…


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