About
AI backed smile recognition solution to improve quality of customer service, NPS and employee engagement by encouraging positive attitudes at a bank branch.
Innovation presentation
With the use of AI and emotional recognition we measure smile time of employees and their customers in real time, to improve customer service and employee satisfaction. As a bank with the largest physical branch network in Poland, we are always challenged with providing highest quality of service to our clients and a friendly work environment to our consultants. Inspired with the use of the AI backed emotion recognition solution in HoReCa sector we decided to implement it in banking.
Technology allows us to automatically analyze behavioral and emotional indicators occurring on a human face. By means of micro-expressions detection, it effectively recognizes five basic emotions - the AI engine is currently calibrated to recognize joy. Employees are motivated by points that are awarded for each smile and customers are motivated by participation in a charity campaign – each smile equals a small donation to a charitable goal.
By encouraging positive attitudes during each bank visit, we work with our HR and Sales Quality teams to increase the quality of customer service and consultants retention. So far NPS has increased approx. by 20%.
Uniqueness of the project
Using computer vision and artificial intelligence, our technology classifies emotions. That allows us to automatically analyze behavioral and emotional indicators occurring on a human face. By means of micro-expressions detection, it effectively recognizes five basic emotions: joy, sadness, surprise, disgust, anger and lack of emotion, called the neutral state. The solution uses a variety of computational intelligence techniques for this purpose: the support vector machine - SVM, the artificial neural network, algorithms from the deep learning family, e.g. convolutional Neural Networks - CNN.
This is an entirely novel approach to addressing quality customer service and the first time such solution has been used in a Polish banking sector.
