MoodSense: Real-time Agent Analytics Qorus-Infosys Finacle Banking Innovation Awards 2025

In the modern contact center, the single most critical factor for customer satisfaction is the emotional state of the agent. Yet, in a world of remote and hybrid work, managers have lost visibility into employee wellbeing, leading to burnout, high turnover, and inconsistent service quality. Aktif Bank is solving this with MoodSense. MoodSense is a groundbreaking decision support platform that uses advanced AI to care for our people, so they can care for our customers. The system uses a lightweight C# application to capture an agent's webcam feed every two seconds during a call. These images are processed in real-time by a Python-based deep learning service (using DeepFace and OpenCV) that analyzes facial expressions to detect emotions like happiness, stress, or frustration. The impact is twofold: * For the Agent: MoodSense provides gentle, private prompts, like a reminder to smile, empowering them with self-awareness and helping them manage their emotional state. * For the Team Lead: A real-time dashboard visualizes the team's emotional pulse. It flags agents who may be struggling or calls that are turning negative, allowing for proactive intervention and support. The innovation behind MoodSense is so unique that it is the subject of a pending patent (Turkish Patent Institute, No. 2023/015408) and has been published and presented at a respected international academic conference, ICECCE 2023. MoodSense is not just a monitoring tool; it's a proactive platform for building a healthier, happier, and more effective workforce.