Rosbank Partners AI Startup to Analyze Customer Voices
Rosbank, part of the French major financial group Société Générale, is among the first in the banking sector to test emotion recognition technology.
Rosbank has partnered with startup Neurodata Lab to analyze emotions in a customer's voice at its call center. The technology is developed by Neurodata Lab and will be deployed as a pilot project. 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.
«Today, biometric technologies are becoming more and more popular in various fields, including banking. is constantly working to improve the quality of customer service, and we hope that the introduction of emotion analytics in the customers’ voices will help us to bring the service up to a new level,» said Vasiliy Voronov, acting Innovation Director of Rosbank in a media statement.
Analytics
The Emotion AI-based solution recognizes customer emotions and calculates Customer Satisfaction Index, all in real time. The analysis is performed both at the vocal and the speech-to-text levels. 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 determining the most critical classes of requests. The manager will receive statistics on the operators’ performance with each call: recognized customer emotions, the dynamics of the Customer Satisfaction Index change over time, and comparative indicators of the effectiveness of the provided service.
Using a multimodal approach to emotion recognition, Neurodata Lab can also analyze real-time streaming video from cameras in sales offices. «Such analytics will enable the bank to accurately track the factors affecting the quality of customer service, including how customers perceive innovations in the bank departments,» said George Pliev, founder and chief executive at Neurodata Lab.
