CUSTOMER SERVICE EVALUATION THROUGH A NEURAL NETWORK

Transcription

1 Image CUSTOMER SERVICE EVALUATION THROUGH A NEURAL NETWORK

2 EVERY COMPANY WANTS TO KNOW How much time do employees spend on client work? 37% of working hours front-line employees serve clients To what extent does service quality meet client expectation? 1.3times higher customer satisfaction is in the companies, where service standards are implemented and monitored How effectively do employees handle incoming requests and do cross-selling? in4%of dialogues an additional product was offered to client Heedbook provides you with the answers to these questions and helps to make your business more effective. * According to the analysis of more than dialogues made with Heedbook

3 HOW IT WORKS? 1. Receive live video and audio streams from an employee's workplace in the background mode 2. Analyze video and audio information with neural networks 3. Get real-time reports on: Employee s PC with a web cam I. Business-processes analysis Smartphone/ tablet with a web cam PC with a videoconferencing system What do we analyze? Client s presence Client s behaviour Employee s behaviour more information on the next slide II. Service quality evaluation III. Cross-selling control

4 PARAMETERS TO ANALYZE Result of analysis of customeremployee interaction: Face: mimic emotions, attention to dialogue, change of emotional states Speech: speed, tone, silence share Content of dialogue: sentiment analysis, use of key phrases Client s behaviour 1. Exact start and end time of dialogue 2. Customer satisfaction with service* 3. Video recording of dialogue 4. Text recording of dialogue with speaker diarization** 5. Gender and age of client 6. Map of client s emotional states and reactions Client profile: gender, age Type of company, country and other parameters Speech: speed, tone, silence share Content of dialogue : script adherence, use of key phrases Employee s behaviour *according to the inner algorithm and objective evaluation (by neural networks, expert, employee, client ) **with second microphone

5 I. ANALYSIS OF BUSINESS PROCESSES EFFICIENCY Customer flow and line efficiency accounting systems: Accuracy Possibility of data manipulation Coverage Queue management system Accounting system* Heedbook What does the system allows? Determine exact number of dialogues and their duration Keep track of working time and employee workload Rank employees according to workload Objectively assess the peak load and downtime Send Push-notifications about frontline events to the manager Enrich the company's accounting system with data on the effectiveness of client work *CRM, ERP, ABS Easily falsified by employees, because it is not associated with accounting systems. Summarizes real-time dialogue with post document processing time Does not take into account the time for consultation of the client. Does not record conversations that are not related to operations in the accounting system Operates an objective source of data-video from the employee's workplace. Specifies the exact start and end time of the conversation. Result up to 7% of savings on wage fund by increasing the load of employees with client work and optimization employees schedule

6 II. SERVICE QUALITY EVALUATION Service quality evaluation systems: Coverage Real-time results Accuracy Telephone survey SMS Loyalty button Heedbook What does the system allows? Rank employees according to the service quality Supervise customer service in real time Record dialogues for mentoring Analyze words and phrases which provoke negative or positive clients emotions Enrich the company's accounting system with data on the customer service Current systems: 1. Do not provide 100% coverage of interactions with clients 2. Do not explain the reasons of loyalty 3. Are annoying for clients Result up to 25% increase in customer satisfaction level due to implementation of personal recommendations to employees

7 III. INCREASE OF CROSS-SALES Cross-sales control systems on the front line: Coverage Possibility of re-analysis (recording) Mystery shopping Supervision Heedbook What does the system allows? Determine the profile of potential client (according to gender and age) Rank employees according to the script adherence Track an additional product offer in each dialogue Analyze client s reactions to special offers, promos, sales Index keywords by frequency of use Cost of one evaluation from $18 From $8 From $0,08 Result up to 20% increase in crosssales due to sale script optimization and analysis of client s reactions

8 INTERFACES FOR ALL TYPES OF COMMUNICATIONS DESKTOP web service with the use of the Heedbook web-cam or any other, works in the background mode for the whole working day MOBILE works in the background mode, available for Android >4.0 with the external Heedbook web-cam (plag&play) VIDEOCONFERENCE works with all videoconferencing systems in the background mode, available for Windows and Android

9 WHY IS IT NECESSARY TO USE ARTIFICIAL INTELLIGENCE TO EVALUATE PROCESSES RIGHT NOW? 86% of customers are ready to pay more for better service 50% of product investment projects in 2017 are in customer experience innovations With Heedbook you will get a serious competitive advantage: Become more familiar with your clients: their satisfaction with your company, their preferences and loyalty to your brand. Become more flexible get an effective tool to manage your retail network team and actual information about internal events in real time. Reduce costs due to process automatization of processing of customer service information and enriching your systems with this information. Increase your social impact and strengthen the loyalty of all participants in the business chain. Increase the efficiency of front-line employees by 2 or more times due to client workload optimization, cross-sales increasing, improving the quality of service and discipline, ensuring transparency of processes.

10 WHERE HEEDBOOK CAN BE USED BANKS RETAIL CAR DEALERS MOBILE AND TELECOM OPERATORS desktop operators and specialists help desk consultants mobile DSA payments and terminal consultants cashiers service desk staff shop floor consultants deliverymen receptionists cashiers at sales offices shop floor consultants DSA shop floor consultants RESTAURANTS TRANSPORT COMPANIES GOVERNMENT SERVICES CLINICS, HOTELS, FITNESS CENTERS, BEAUTY SALOONS desktop baristas ticket clerks help desk consultants staff at landing zone mobile waiters, managers deliverymen DELIVERY SERVICES, INTERNET SHOPS ticket inspectors stewards SERVICE CENTERS (TECHNICS, AUTO, CLOTHING) operators and specialists help desk consultants receptionists terminal consultants administrators INSURANCE COMPANIES, TOURIST AND ADVERTISING AGENCIES CINEMAS, MUSEUMS, THEATERS, EXHIBITION CENTERS desktop staff at issues points service desk staff receptionists managers ticket clerks help desk consultants mobile agents specialists at the center visiting specialists DSA ticket inspectors

11 Image OUR GOAL HAPPY CUSTOMER US: +1 (424) Europe: +44 (203) Russia: +7 (495)

12 ADDITIONAL INFORMATION Web: Heedbook HB Identity Ponim.ai service Videos: Product presentation - Promo video - How it works - Social networks: Facebook: Youtube: Linked in:

13 HEEDBOOK PROJECT Winner of contests Socially important Increasing of business efficiency Global Strategic partner