Abby Connect, a virtual receptionist service, has launched its new AI Receptionist product line built on Deepgram’s real-time speech-to-text technology.
By choosing Deepgram, Abby Connect is scaling its customer experience platform while meeting the demanding needs of industries such as law, healthcare, and home services.
For more than 20 years, Abby Connect has built its reputation on creating a warm, human first impression for every call.
But scaling that personal service 24/7 – while managing rising client demand and costs – presented a major challenge. Abby Connect turned to Deepgram to help strike the right balance between efficiency and empathy.
Nathan Strum, CEO, Abby Connect, says: “With Deepgram, we were able to bring our AI Receptionist vision to life.
“The technology delivers the speed and accuracy we need to automate routine calls, while freeing our live receptionists to focus on the conversations that require a true human touch.”
Why Abby Connect chose Deepgram
After evaluating Google Cloud Speech-to-Text, AWS Transcribe, AssemblyAI, and Whisper, Abby Connect found Deepgram’s performance to have the following advantages:
- Accuracy in the real world – Deepgram outperformed competitors on noisy calls, including from HVAC job sites.
- Low latency for natural conversations – Sub-300ms streaming latency enabled real-time, two-way AI dialogue without delays.
- Ease of integration – Developer-friendly APIs and transparent pricing simplified rollout.
- Domain customization – Tuned for industry-specific terminology, from legal to medical.
Results delivered
By leveraging both Deepgram’s real-time and pre-recorded transcription APIs, Abby Connect achieved measurable results:
- New AI receptionist product line – Successfully launched, automating repetitive call types like scheduling and FAQs.
- 5x boost in QA productivity – Quality assurance teams now review five times more calls per day.
- 30 percent reduction in audit time – Faster reviews mean stronger agent coaching and more consistent service.
- Scale to 100,000+ calls per month – Deepgram reliably transcribes massive call volumes to power both AI and human workflows.
Shadi Baqleh, COO, Deepgram, says: “At Deepgram, our mission is to make voice AI fast, accurate, and accessible so businesses can reimagine how they serve customers.
“Abby Connect’s AI Receptionist is a perfect example of how companies can use our technology to scale without losing the human touch that sets them apart.”
Abby Connect is now exploring how to extend Deepgram-powered transcription into even more advanced conversational AI, including large language models trained on call data to detect intent, measure sentiment, and enable smarter escalations.
