AI Emotion Tracker Drives 15% CX Improvement

A prominent Italian state-owned bank sought to improve customer satisfaction and optimize branch operations. They implemented an AI-powered emotion tracking system that analyzed customer facial expressions during interactions with managers. This innovation delivered a double win: customer satisfaction surged by 15%, and costs were slashed by 7%.

Client:

A prominent Italian state-owned banking and finance company with a pan-European presence and over $40 billion in revenue.

Problem Statement:

Accurately assess customer satisfaction with individual bank managers and develop a system to track customer emotions during interactions.

Results:

☑️ 15% Customer satisfaction improvement
☑️ 7% Expense reduction

AI Solution:

The company implemented a computer vision-based emotion tracker by Dataforest to address this challenge. Cameras strategically positioned in front of bank managers captured customer interactions. The AI model was trained to recognize facial expressions and then analyze the emotional state of customers (positive, negative, neutral) during their interactions with managers.

Application and Benefits: This AI-powered emotion tracking system provided the company with valuable insights:
● Real-time Customer Satisfaction: By analyzing emotional cues, the system provided a more immediate and objective measure of customer satisfaction compared to traditional surveys.
● Individual Performance Tracking: Managers’ performance could be evaluated based on the emotional responses they elicited from customers. This enabled targeted training and coaching to improve customer interactions.
● Operational Optimization: By identifying areas where customer satisfaction lagged, the company could optimize branch operations to enhance the overall customer experience.

This AI emotion tracker improved customer experience (15% improvement in CX) and led to cost reductions (7% reduction) through data-driven optimization of branch operations.

References:

1. Emotion Tracker / Dataforest’s Case Study

Industry: Financial Services
Vendor: Dataforest
Client: A leading Italian state-owned bank