Insights FAQs

1. What is Insights? And what is Complaints?

Insights is a new Dubber product that leverages conversation intelligence to provide an aggregated view of the business insights from conversation data captured by Dubber recording. These Insights will help a business make data-driven decisions. 

Complaints is the first Dubber Moment launched to the market via our Insights product. It uses AI to identify complaints across the conversations, categorise them into different topics and interpret them within the context of the conversation. 

2. How is “Complaint” defined? 

A Complaint is defined as “an expected level of service not delivered” in Dubber Insights.  We use cutting-edge AI to identify the complaints within a conversation, categorise the complaint topics and provide the content of the complaints. 

For example, when a client calls  Customer Support stating the certain product ordered has not been delivered within the delivery window. Without mentioning the word “Complaint”, we will pick it up with AI and categorise it as a complaint within the “Delivery” category. The user will then be able to see the exact complaint content as part of the product experience.  

3. What do “Topics” mean? 

We use Natural Language Processing AI technology to categorise detected complaints into meaningful topics to provide more insightful context. The topics you will find are: 

• Customer Service: complaints about the quality of customer service included in this topic. Common  complaints  include a  customer experiencing long response times for requests, issues that are  not resolved in a timely manner and a lack of follow ups/updates from the support team. The lack of access to customer service and communication issues are included in this topic as well. 
• Billing and Accounts: the common billing problems are categorised in this topic such as hidden fees, incorrect charges and accounts issues etc. 
• Product/Service Quality: any problem about the product or service quality will be reported here, such as defects, malfunctions, expired product and issues with service connection. 
• Product/Service Availability: issues such as product being out of stock and service unavailability  will be included under this topic.
• Delivery: problems about delivery are categorised under this topic. Complaints about delayed delivery, partial delivery/lost goods or damaged goods are listed here. For service providers, staff not showing up to deliver the service is included in this topic. 
• Contract/Order Dispute: disputes about contracts or orders are categorised under this topic. It covers breach of contract, incorrect order, missing order etc. 
• Privacy and Security: any complaints about privacy and security (incl. data, cyber, physical safety) are listed under this topic. 
• Marketing and Advertising: when a customer calls for issues with false advertisement, misleading information and even fraud, the complaint will be included in this topic. 
• Employee Behaviour: customer’s issues with employee’s attitude such as 
• Technical Issue: technology related issues are categorised in this topic such as non-functional website/application  and difficulty to access support information.  
•  Other: complaints do not fit the topics mentioned above.  

4. What data is captured in the Insights? 

Insights is an aggregated view of all unrestricted dub-points conversation data. 

5. How do I access the Insights page? 

Insights Complaint page is currently only available to the administrators of an account that has Insights turned on. Admins will be able to see the “Insights” button  in their settings dropdown menu on the portal recordings page. 

6. Why can’t I see some users on the Insights page User filter dropdown list?

The user filter dropdown list on the Insights page is the list of users who 1) have unrestricted dub.points 2) have conversations that we identified with the related Moments 

7. What is a conversation summary and why is there no conversation summary for some of the recordings on the Capture Summary page? 

The conversation summary is generated via our cutting-edge natural language processing AI technology. It will only be generated on the conversations from dub.points with AI enabled.  

8. How long is the process time for Complaints data once the recording is captured? 

For recordings captured in the Dubber portal, if the dub.point is eligible for Complaints processing, we will start to process the data. It will take up to one or two hours to generate the aggregated view for the complaints data to show on the Insights screen.

9. Why can’t I perform actions on recordings on the Capture Summary page? 

The capture summary page supports the drill down experience for the Insights Complaints. It connects the aggregated view of complaints to specific recordings. On top of the basic recording information, it also provides AI generated Conversation Summary and the Sentiment for the whole call. However, it currently does not support the functions available on the Portal Recording page including Search, Favourite, Share etc. For those actions against individual calls, it is recommended to navigate back to the portal.

10. Where can I check the details of the complaint? 

The details of the Complaint content is shown on the Capture Detail screen. It provides the AI generated content of the complaint and allows users to listen through the recording.

11. What if I don’t agree on the Complaints output from Dubber? 

We are aware of the limitations of our AI model and welcome any feedback to help us improve product experience and AI results. 

It is in our roadmap to enable users to provide feedback via the Capture Detail page. In the interim, there will be opportunities for users to interact with the Dubber product team directly to provide feedback. 

12. Is it possible to extract the data from Insights?

We currently don’t support data export from the screens, but it will be enabled in later development.  

13. How can I sign up for Insights Complaints? 

Please contact your Dubber Account Manager or service provider. 

14. Can I view the full transcript of the conversation? Transcripts of the conversation are always available through the Dubber portal. An uplifted experience for that will be available through Insights screens.  

   15. How long does it take to get setup?

Once the feature has been enabled by Dubber, it can take up to 15 minutes for the provisioning to complete. Once provisioning has been finalised new recordings will processed for Insights and once the Dubber AI has detected Insights data will begin to populate.