Rosbank gauges customer emotion with Neurodata Lab
Rosbank, a Russian bank controlled by Societe Generale, is testing emotion recognition technology at its call centres, with the support of AI start-up Neurodata Lab.
The solution, based on the firm’s “Emotion AI” recognises customer emotions and calculates a “Customer Satisfaction Index”, all in real time. The analysis is performed both at the vocal and the speech-to-text levels.
“We hope that the introduction of emotion analytics in the customers’ voices will help us to bring the service up to a new level,” says Vasiliy Voronov, acting innovation director of Rosbank.
The system also analyses additional parameters, namely, the number of pauses in the operator’s speech, the change in voice volume and the total conversation time.
Such analytics will allow to determine the most critical classes of requests. The manager will receive statistics on the operators’ performance with each call: recognised customer emotions, the dynamics of the Customer Satisfaction Index change over time, and comparative indicators of the effectiveness of the provided service.
Representatives at the bank say that if the results of the pilot project are successful, the solution can be used in the offices for employee-customer communication analysis.
Thanks to the “multimodal” approach to emotion recognition, Neurodata Lab can also analyse real-time streaming video from cameras in sales offices.