Australia-based tech solution provider Rubicon 8 has implemented the Dubber AI platform to improve customer help desk support.
Speaking on the integration, Rubicon 8 general manager Pat Bombardieri explained that the Dubber platform helps it understand managed services team performance.
It leverages the technology to record and store all the support phone calls it has. When a call finishes, the Dubber AI provides managers with an indication of how the call went.
For example, it can state if the customer left the call happy or not. The aim of the technology is to replace the customer evaluation surveys that are conducted after each call.
Bombardieri said, “This was a manual process, and our customers found it monotonous. We know they have to fill in lots of surveys from other people they do business with, and we didn’t want to keep adding to this.”
Not only did customers hate it, but it meant a lot of work for Rubicon 8, which could have 150 requests each day across 50 customers. Analysing survey responses is a full-time job. Instead, Dubber gives it the power to quickly analyse the responses.
Dubber recently released a report on the changing working arrangements. It explored the top ten things that companies need to know about the future of work.
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