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What is Insights?
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.
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What data is captured in the Insights?
Insights is an aggregated view of all unrestricted dub-points conversation data.
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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.
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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
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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.
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How long is the process time for Insights data once the recording is captured?
For recordings captured in the Dubber portal, if the dub.point is eligible for processing for a specific moment(s), 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.
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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.
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Where can I check the details of the moment?
The details of the moment 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.
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What if I don’t agree on the moment 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. Users are able to provide feedback on the AI output (moment detection, topic classification) of individual recordings. At the same time, there will be opportunities for users to interact with the Dubber product team directly to provide feedback.
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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.
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How can I sign up for Insights?
Please contact your Dubber Account Manager or service provider to enable Insights and moments of your choice (please refer to moment details in separate sections).
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Can I view the full transcript of the conversation?
We provide Chapters that break the transcript into coherent sections. You can find this in the chapters section under each recording. Transcripts are also available through the Dubber portal.
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How long does it take to get set up?
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 be processed for Insights and once the Dubber AI has detected Insights data will begin to populate.
Check out these articles for more information on the Moments that are available as part of Dubber Insights.