Cubby AI-Generated Call Summaries and Scoring Now Live
We’re excited to announce a powerful new enhancement to the Cubby Call Center: AI-generated call summaries and performance scoring. This new feature leverages AI to automatically analyze and assess both incoming and outgoing calls based on six essential customer service criteria:
Greeting – Evaluates whether the agent provides a clear and professional introduction, including their name and the company’s name.
Friendliness – Measures the tone of the conversation, focusing on warmth, approachability, and genuine helpfulness.
Listening – Assesses how well the agent acknowledges and responds to the caller's concerns, demonstrating active listening.
Empathy – Rates the agent’s ability to show understanding, patience, and courtesy throughout the interaction.
Problem Solving – Looks at how effectively the agent identifies issues and offers appropriate, timely solutions.
Efficiency – Scores the overall call flow, ensuring the conversation is concise and productive, without unnecessary delays or information.
Each call record now includes a new Score section, where you can view a detailed breakdown of the AI-generated ratings, along with concise explanations for each category. These insights provide actionable feedback to help your team continuously improve their communication skills and service quality.
If you are already a Cubby Call Center customer, this would be installed for you and not additional action is required from your end.