Case Study: Rubicon 8 boosts help desk efficiency with Dubber AI

Rubicon 8 uncovers helpdesk issues in 7 months with Dubber

Rubicon 8, an enterprise tech solutions provider, faced the challenge of manually surveying customers after help desk support calls to gauge satisfaction, a process their clients found monotonous. To understand team performance and customer experience more effectively, they turned to vendor Dubber and its AI service running on Cisco Webex.

Dubber's solution used artificial intelligence to automatically analyze call recordings and immediately notify managers of customer sentiment with simple visual indicators. This eliminated the need for post-call surveys and provided instant insights. The results allowed Rubicon 8 to quickly identify and coach engineers on problematic calls. Furthermore, Dubber's analysis uncovered a significant issue of engineers spending time on unsupported home computer requests, enabling the company to clarify its service agreements and boost engineer productivity.

Rubicon 8