Podcast ¦ PunkCX : The challenge with conversational analysis in the Nordics – Interview with Tue Martin Berg of Capturi

Summary

Welcome to the punk CX podcast, where Adrian Swisco interviews guests involved in the service and experience space. In this episode, Martin Berg of Category A to A discusses his background as a lawyer and the founding team of catchi, a Danish subscription-based platform that focuses on analyzing conversations to drive change and improvement. The accuracy of analysis and insights from traditional speech analytics solutions in Danish was poor, leading catchi to develop their own technology specifically for the Nordic languages.

Key Points

• Martin Berg, founder of catchi, shares his background as a lawyer and his interest in the business side of things.
• catchi is a Danish subscription-based platform that focuses on analyzing conversations to drive change and improvement.
• Early movers in Denmark implemented speech analytics solutions from US providers but faced accuracy issues due to linguistic and cultural differences.
• catchi developed their own technology to transcribe and analyze conversations in Danish and other Nordic languages to ensure accurate insights.
• The lack of training material and the complexity of Danish made it difficult to implement speech analytics solutions from US providers.
• The implications of inaccurate analysis extend beyond analytics, affecting the development of chatbots and other conversational interfaces.

Key Statistics

• catchi is a Danish subscription-based platform with 44 employees and revenue over 3 million euros.
• catchi focuses on analyzing conversations to uncover valuable knowledge hidden in customer interactions.
• Danish is a challenging language to learn due to exceptions and oddities.

Key Takeaways

• Implementing speech analytics solutions without considering linguistic and cultural differences can lead to inaccurate insights.
• Nordic languages have unique characteristics that require specific technologies for accurate transcription and analysis.
• Developing training material for languages with less available resources is crucial for effective implementation.
• Inaccurate analysis can hinder the development of conversational interfaces like chatbots.
• catchi’s technology focuses on Danish and other Nordic languages to ensure accurate insights.