How to measure and improve quality of service and efficiency

Heedbook(https://heedbook.com)
1. Receive a live video and audio stream
An employee logs into the system via Internet browser on desktop or via mobile app on smartphone and starts recording video.
2. Analyze information with neural networks
Information is processed by the systems of intelligent recognition of emotions, speech (for 23 languages) and other parameters.
3. Measure Customer Satisfaction
A supervisor receives detailed information about the quality of customer service, analysis of business processes and recommendations for increasing cross-selling.

Transcript

1. Image https://heedbook.com CUSTOMER SERVICE EVALUATION THROUGH A NEURAL NETWORK
2. HAPPY CUSTOMERS = HIGH PROFIT 86% customers are ready to pay more for the best service 50% of product investment projects in 2017 are in customer experience innovations 80% current quality assessment systems don’t meet companies needs
3. CURRENT QUALITY ASSESSMENT SYSTEMS 1. Do not provide 100% coverage of interactions with customers 2. Do not inform about reasons of satisfaction level 3. Are annoying for customers Telephone survey Mystery shopping Loyalty button SMS EMAIL Accuracy of results Coverage Obtaining results at time of service Cost of one evaluation, EUR 2,5 0,1 20 0,1
4. Image LET`S DISRUPT IT WITH ARTIFICIAL INTELLIGENCE
5. КАК ЭТО РАБОТАЕТ? 1. Receive a live video and audio stream employee's workplace in the background 2. Analyze information with neural networks 3. Real-time results: I. Service quality evaluation II.Business-processes analysis III.Cross-selling control Employee PC Employee smartfone/ tablet Heedbook webcam Any webcam Heedbook mediascreen Heedbook mobile app cam
6. Face –mimic emotions, attention to dialogue Speech – speed, tone, silence share Content of dialogue – sentiment analysis, use of key words Socio-demographic parameters (age, gender) Speech – speed, tone, silence share Content of dialogue – sentiment analysis, use of key words Type of company, country I. SERVICE QUALITY MANAGEMENT Integral index of customer satisfaction Client’s behavior Employee’s behavior based on built-in algorithms and objective assessment by: 1. Trained neural networks 2. Expert 3. Employee 4. Client
7. I. SERVICE QUALITY MANAGEMENT Options ▪ Ranking employees according to service quality ▪ Supervising customer service in real time ▪ Analysis of words and phrases that evoke positive or negative customer reactions ▪ Recording dialogues for mentoring Analytics up to level: Client, Employee, Product, Branch, Company
8. II. BUSINESS PROCESSES IMPROVEMENT Options ▪ Exact number of dialogues and their duration ▪ Ranking employees according to work load ▪ Workload assessment ▪ Script adherence ▪ Push-notification about frontline events
9. III. INCREASE OF CROSS-SALES Options ▪ Identification of customer profile (by gender and age) ▪ Analysis of customer reactions to special offers and discounts ▪ Tracking frequency of the use of keywords ▪ Ranking employees according to cross-sales script adherence (including x-sell & up-sell)
10. TARGETED ADVERTISING Heedbook Mediascreen ▪ Targeted advertising (being integrated with the company CRM) ▪ Promotion according to socio- demographic parameters ▪ Tracking customer reactions to media content Hight quality audio and video Simple integration with the employee's computer Extra USB connection for a second microphone
11. MOBILE APP Heedbook for smartphones and tablets • Keeps the benefits of desktop service • Works in the background • Minimum Internet speed required (from 1 BM/s) • For Android >v. 4.0 • Compatible with a large number of external cameras We recommend to use Heedbook mobile app camera (720p HD video, 170 ultra-wide-angle lens)
12. CUSTOMER LOYALTY MANAGEMENT CYCLE Customer service and business processes analysis Personal advices to the company's employees in order to increase their efficiency Individual set of practical measures for sale scripts optimization, standards of service implementation, personnel motivation system building Equalization of quality of service Application of the recommendations, real-time monitoring Consulting* (training sessions on customer loyalty for the employees ) *an additional service Increase of cross-sales Launching Heedbook Result
13. BUSINESS CASE Effectiveness Distribution of staff Sales units Low 15% 12 Medium 70% 68 High 15% 20 Total: 100% 100 units AS IS Distribution of staff Growth of sales with Heedbook Sales units 15% +33% 16 70% +21% 82 15% +5% 21 Total: 100% 119 units TO BE One front-line workstation per month (on the example of Russian bank): Expenses $3287 Net profit $3916 ROI 19% Expenses +1.5% Net profit +19% ROI 39%
14. HEEDBOOK BENEFITS Doesn’t distract employee while working Provides information in real time Data anonymization and encryption ERP and CRM integration Doesn't require additional equipment or software Automating data analysis
15. WHERE HEEDBOOK CAN BE USED BANKS RETAIL CAR DEALERS MOBILE AND TELECOM OPERATORS desktop • operators and specialists • help desk consultants • cashiers • service desk staff • receptionists • cashiers at sales offices mobile • DSA • payments and terminal consultants • shop floor consultants • deliverymen • 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 • operators and specialists • help desk consultants • receptionists mobile • waiters, managers • deliverymen • ticket inspectors • stewards • terminal consultants • administrators DELIVERY SERVICES, INTERNET SHOPS SERVICE CENTERS (TECHNICS, AUTO, CLOTHING) 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
16. HEEDBOOK ANALYTICS (ON THE EXAMPLE OF ONE BRANCH) 368 405 496 350 221 Number of dialogues 60% 66% 54% 51% 34% Number of clients 9.00-12.00 12.00-15.00 15.00-18.00 18.00-21.00 21.00-24.00 Integrated Index* Employee 1 Employee 2 Employee 3 Employee 4 Employee 5 74% 54% 87% 80% 45% Total duration of dialogues: 33 120 minutes Average duration of one dialogue: 18 minutes 1840 dialogues in 23 days Average integrated index: 68% Average for essential words: 45% Average for forbidden words : 20% Average “thank you” per day: 123 *Accuracy of determination of emotions: 93% 49% 18% 56% 10% 40% 14% 49% 21% 37% 1 2 3 4 5 Script adherence -forbidden words -essential words peak loading share – 14% low loading share –14% dialogue share –30 %
17. HEEDBOOK PROJECT Increasing of business efficiency Global Socially important Winner of contests Strategic partner
18. Image https://heedbook.com info@heedbook.com US: +1 (424) 442 3173 Europe: +44 (203) 936 14 56 Russia: +7 (495) 128 03 20 OUR GOAL –HAPPY CUSTOMER
19. BASIC SCHEME OF THE SERVICE