Dubber, the leading global provider of Voice AI and Cloud-based call recording, switches on IBM Hybrid cloud technologies.
The new three-year agreement will see Dubber expand its Unified Call Recording and Voice Intelligence Cloud services to include IBM Hybrid Cloud and advanced security through IBM Hyper Protect.
“IBM has been working with Dubber for the past 18 months to develop a cloud-based solution which uses IBM Watson Speech to Text to transform call recordings into actionable data that can be tagged, recalled, analysed, searched and saved as text to store all telephone interactions in the cloud”.
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The economics of capturing conversations
Dubber CEO, Steve McGovern, said, “This will further accelerate our vision of putting AI in every network and on every phone”.
Together we are transforming the economics of capturing conversations – using the Cloud, AI and infinite scale – for service providers in a way that will ultimately enable it to be offered as a ubiquitous service,” added McGovern.
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In its latest report, Gartner forecast the top customer service technologies to watch. Customer Service Analytics is one of the top trends.
Customer service analytics – which includes interaction analytics, customer journey analytics and next best action analytics, helps provide real-time and historical insight into the customer service experience.
As many enterprises are tracking Net Promoter Score (NPS) as a critical benchmark to understand and evaluate CX, the deployment of customer service analytics has the potential to uncover a diverse range of insights.
Viewed in this context, Voice AI with call recording and speech to text is a fast-growing segment.
Telstra customer service with AI
Telstra revealed plans to transform customer service with AI. Starting with infusing AI into a customer-facing chatbot, Telstra has since expanded to multiple internal and external use cases with the numbers of calls to contact centre reduced by 19 million since 2016.
Partnering with IBM, Telstra enhanced Codi’s capabilities as a Virtual Agent by fine-tuning Codi’s natural language engine. With a range of potential use cases for Code like Virtual Agents, Telstra has expanded its chatbot network.
Around nine chatbots operate within a variety of functions, from an ACE bot assisting field service engineers with troubleshooting to product-specific bots, like Simmo, tasked to answer questions about pre-paid products.
IBM said Telstra is now looking to expand into voice bots and AI integration into human resources department targeting automation driven improvements in customer interaction. For more details check the report here.
