An introduction to Dubber AIWhite Paper

Contents

1. What is Dubber? 3

2. AI and business communications 3

2.1. A sea of data 3

2.2. Data intelligence in the workplace 3

2.3. Data intelligence and phone calls 4

2.4. Introduction of AI 4

3. What is voice AI? 5

3.1. Overview 5

3.2. Advantages 5

3.2.1. Business improvements 6

3.2.2. Reduced churn 6

3.2.3. Increased efficiency 6

4. Dubber AI 7

4.1. Overview 7

4.1.1. What makes Dubber AI different? 7

4.2. Features 7

4.2.1. Voice-to-text transcription 7

4.2.2. Sentiment and Dubber AI notifications 7

4.3. Benefits 8

4.3.1. Reducing churn 8

4.3.2. Accurate record keeping 8

4.4. Integration 8

4.4.1. Dubber open API 8

4.4.2. API Security 8

5. Conclusion 9

6. About Dubber 10

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1. What is Dubber?Dubber is the world’s leading call recording and voice AI platform as a service (PaaS), and Cisco BroadCloud’s recording platform of choice. With no on-premise equipment or up-front costs required, Dubber is the next generation of call recording and analytics. Infinitely scalable, the Dubber platform can be deployed in minutes and our open API provides limitless integration and automation possibilities.

2. AI and business communications

2.1. A sea of dataData is created every moment of every day at an increasing rate. It is suggested that 80 to 90% of all data was created in the past two years. For businesses, data has traditionally included everything from sales emails, invoices, contracts, customer support tickets, text messages, times and dates of tasks, staff movements and everything in between. Businesses that record their calls are able to access a wealth of previously untapped data that can inform business decisions. The data held within phone calls reveals who makes the most calls, who uses the most minutes and the dates and times your customers call, as well as the words spoken and the sentiment of the caller. This data allows businesses to make sure they have enough staff to provide assistance. The insights provided by call data are not only applicable to customer service teams. Data from calls can provide insights into every aspect of a business, from customer communications and issues

to suppliers and business partners, as well as internal team communications. This data can now be utilised by a business to improve business processes and product development.

2.2. Data intelligence in the workplaceWith varying levels of success, businesses are able to aggregate data points to learn more about which activities provide better results for staff and customers. Simply associating different data elements can provide insights, such as assessing call volumes alongside time of day to assist with planning. The frequency and quantity of orders can also be assessed to help with inventory management, while common queries can be identified to inform steps that can be taken to help reduce calls.

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2.3. Data intelligence and phone callsCall centre managers juggle queues and spend their days monitoring the amount of time agents take to accept a call, how long they spend between calls, and how long each customer is waiting to speak to an agent. These quantitative measures assume that the faster the customer’s query is resolved, the happier that customer will be.

Qualitative analysis requires call centre managers to double-jack or listen-in on calls to check that agents are following process, validating identities, and suitably assisting customers. It is inefficient to listen to each call and call centre managers are forced to instead extrapolate data from a small subset.

2.4. Introduction of AIWith each salesperson and customer service agent participating in multiple conversations each day, it can be time-consuming to retrace steps if an issue arises. Artificial Intelligence (AI) can help beyond what a simple keyword search can provide. AI can mine communication data to provide an indication of customer issues, or identify agents or salespeople that consistently achieve good results.

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3. What is voice AI?3.1. Overview

AI is used to interpret voice data in order to mine this information for analysis. With the phone remaining a significant communication channel for customer service, accessing this data is an important breakthrough for businesses. This kind of technology is quickly growing in the contact centre market due to the customer insights it can provide. Voice AI extracts meaning from communications in order to gain insight in the following ways:

• Audio is transcribed into text (voice-to-text transcription)

• Words and phrases are isolated to identify trends and behaviour

• The sentiment is analysed through tone and speech patterns

3.2. AdvantagesWith the ability to transcribe and analyse high volumes of recordings instantly, voice AI enables businesses of all sizes to extract actionable insights from previously untapped data.

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3.2.1. Business improvements

Consumer trends can be identified to inform product development, and analysis of internal calls can show opportunities for improvements in business processes. Not only can common customer complaints be identified, but internal pain points can also be highlighted and processes adjusted accordingly. Organisations can become more agile by moving towards a proactive way of working where they can anticipate business and customer demand.

3.2.2. Reduced churn

Using AI to analyse the sentiment of calls, negative calls can be identified and any complaints can be resolved in order to rectify relationships with unsatisfied customers. Rather than losing out to a competitor, businesses can apply a personal touch to customers who may be about to churn. Common areas of dissatisfaction within a business can be investigated in order to improve an offering and attract new customers as well as retaining existing ones.

3.2.3. Increased efficiency

Facilitated by the transcription of calls, employees can easily search their calls using keywords to quickly listen again to important calls. Rather than calling clients or colleagues back to confirm details, they can search for the call in order to listen again or refer to the transcript for all the information they need.

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4. Dubber AI4.1. Overview

Dubber’s voice AI uses intelligent analysis to release the value held within voice communication for everyone. Dubber AI transcribes speech into text and uses this data to realise limitless use cases for both businesses and individuals. It’s not just what is said that can be analysed but how it is said — Dubber AI can also identify the emotions of a caller and rate a call based on whether it is positive, negative or neutral. This insight can transform businesses: identifying development opportunities and reducing churn.

4.1.1. What makes Dubber AI different?

Dubber AI is designed for everyone, regardless of business size, industry, or device. With a SaaS model based on a monthly subscription, Dubber have brought AI to every phone. Businesses that were previously priced out of voice AI capabilities can now access the value held within their calls. Dubber AI can offer businesses the potential to improve efficiency and customer experience through insight.

Dubber AI is deployed through Dubber’s Open API (Application Programming Interface), allowing it to be easily integrated with a variety of other applications such as CRM systems. Through the API, users of Dubber AI can create their own custom applications of the functionality to address their business needs and integrate information into their own systems.

4.2. Features

4.2.1. Voice-to-text transcription

Dubber AI’s voice-to-text transcription not only makes finding calls or identifying trends easy, it also opens up new possibilities for call analysis. A full transcription is provided for each call and every word of the transcription is clickable, allowing users to navigate to the exact point in the call where the word was spoken.

Facilitated by voice-to-text transcription, Dubber’s powerful search can locate recordings instantly using keywords spoken during a call. With scalable, unlimited storage, users can instantly retrieve any recording that has been transcribed.

4.2.2. Sentiment and Dubber AI notifications

Instantly identify negative calls and reduce churn risk using sentiment analysis. Dubber AI analyses the language used throughout a conversation to provide a sentiment rating of positive, neutral, or negative. Sentiment ratings are assigned to each sentence as well as the entire call. This overview allows users to pinpoint the exact moment that sentiment changed during a call.

Sentiment facilitates Dubber AI notifications: custom alerts that notify nominated users of calls that have been rated with negative sentiment. Managers and supervisors can quickly identify calls that require attention, view a visual representation of caller emotions during a call, and accurately pinpoint the moment in a conversation that requires a follow-up action.

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4.3. Benefits

4.3.1. Reducing churn

Customer churn is a concern for businesses of all sizes. Dubber enables businesses to review customer calls to better understand the reasons why a customer left and the changes that they can make to prevent it in the future. With Dubber AI, businesses can identify opportunities for improvements and attempt to mitigate customer churn before it happens. With automated workflows, such as negative sentiment alerts, businesses can be alerted of negative customer interactions and they can rectify the issue.

4.3.2. Accurate record keeping

Professionals who spend a lot of time on the phone can benefit greatly from Dubber AI. Call transcripts can help with managing multiple stakeholders as detailed documentation of every conversation can be provided quickly and easily. With an exact record of what was said to refer to, the need for follow-up calls is reduced. Recorded conversations and their transcripts can also be securely shared with colleagues and third parties, where appropriate.

4.4. IntegrationAn API is a set of functions and procedures that allows applications to access the features or data of an operating system or another application. Dubber and its additional features and services, including Dubber AI, have an API at their core.

Dubber’s API follows a RESTful structure to allow for interoperability between existing business systems and other cloud services. A RESTful API breaks down data transactions into small modules, providing developers with flexibility and potential for creating custom developments and integrations. This architectural style provides the best balance for business, allowing a tailored approach to integration, and helping to both minimise integration effort and ongoing bandwidth requirements.

4.4.1. Dubber open API

Dubber understands information pertaining to calls and their transcripts can be powerful in other business applications. To allow easy integration with popular business applications, Dubber utilises an Open API where data can be accessed and retrieved quickly and easily.

4.4.2. Security

Dubber’s API follows the same access and permissions model as used within the Dubber Portal. In addition, API requests are secured by API keys and rely on industry best practice use of OAuth2.0 token-based authentication.

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5. ConclusionDubber have made voice AI available through their subscription-based service Dubber AI. Through deployment as native cloud SaaS Dubber AI is a flexible solution for businesses of any size, with no requirements for additional hardware or software installation. With calls stored in the cloud, they can be quickly and easily processed.

Dubber AI’s automated processes, made possible through Dubber’s open API, create efficiency and productivity improvements for businesses who are aiming for an agile way of working. Dubber AI brings companies a range of insights: from trends in consumer behaviour, to opportunities for product development and business process improvements.

The rise of Big Data has shown how valuable an understanding of customers can be for businesses, and Dubber AI allows companies great and small to gain an insight into how to improve their business practices in order to retain their existing customers and attract new ones.

Previously excluded from the Big Data conversation, technology is now able to interpret voice data in order to mine this information for analysis. Dubber AI holds transcription data from recorded calls and indexes the information so it can be stored in a database. Just like any search on a database, various queries can be made about the data. Dubber AI’s analysis of words, phrases, and sentiment opens up a world of insight that can be gained from the study of recorded communications. Now companies can truly listen to their customers.

Contact us to discuss the benefits of voice AI for a service provider or enterprise.

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6. About DubberDubber is the world’s leading call recording and voice AI platform as a service (PaaS), and Cisco BroadCloud’s recording platform. With no on-premise equipment or up-front costs required, Dubber is the next generation of call recording and analytics. Infinitely scalable, the Dubber platform can be deployed in minutes and our voice AI product, Dubber AI, combined with an open API, provides limitless integration and automation possibilities. Dubber is a global business: with headquarters in Melbourne, Australia, and locations across the US, and the UK.

Dubber offers the most flexible solutions on the market: from communication capture, to voice AI and machine learning: all with secure, infinitely scalable and redundant storage. These solutions are available as monthly subscriptions that can open up a new customer base for service providers and expand the potential market for call recording to include every phone user.

Dubber AI transcribes everyday phone calls into valuable data assets for both businesses and individuals. Dubber AI unlocks previously untapped insights from recorded calls: improving business efficiency and customer experience, and reducing churn.

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