Heedbook analyzes the quality of service and client emotions in real time using a neural network in machine emotional intelligence and deep linguistic analysis. Heedbook receives and analyzes video and audio stream from a webcam on the employee`s workplace.
With a high probability client's emotions can be judged by his facial expressions. Heedbook analyzes the frames of the video stream received from the web camera and makes up an emotional map of the dialogue, determines the share of the client's positive emotions .
Heedbook distinguishes 8 types of customer emotions. The system captures emotions, if it`s sure of 60 or more percent.
Not only emotions, but also the client's attention is an integral part of the impeccable customer service. Heedbook allows you to determine the client's attention to the dialogue with the employee. Now you will know for certain - it was a partnership dialogue or everyone was engaged in their own affairs.
Already, the intonations of client dialogues are analyzed in the call centers of leading companies. Heedbook defines not only the average tone of speech in a dialogue, as in call centers, but also makes an intonational map of the dialogue.
The system converts audio stream into the text of the dialog. Using neural networks, the system conducts a linguistic analysis of the content of the dialogue and determines the emotional tone of the conversation between the client and the employee.
The system analyzes the text of each dialog for compliance with the employee script.
Heedbook provides reliable information on the number and duration of сlient`s meetings.
The system analyzes each dialogue with the client. You can always go back to the record, analyze the indicators for compiling best practices or working on errors.
It's always interesting how customer service is going on the front line. Now you can connect to each workstation on the front of the line and watch the customer service in real time.
Heedbook instantly informs you of important events on the front line using PUSH notification to your phone or computer.
The system structures customers by gender, age and presents you the profile of your client. With Heedbook you will be also able to analyze the prospect`s profile.
Heedbook assesses the quality of service directly at the time of the meeting, for a particular client, a particular employee, without distortion. Now you do not have to distract the clients, reduce their loyalty by phone calls receiving an inaccurate assessment as in the case of telephone surveys, or spend considerable resources on mystery shoppers that have been already exposed.
With the help of Heedbook you will be able to determine the champion of customer smiles, the best interlocutor, who is carefully listened to by the client or an employee who accurately uses scripts. The system forms ratings in real time.
The system does not require additional server or client equipment, as well as installation of additional software. All you need is a computer with a web camera, Internet access and an Internet browser (Chrome, FF or Opera). Heedbook cross-platform. Heedbook works in the background - does not prevent the employee from performing his direct duties.
The system uses secure data protocol and secure storage.
Heedbook understands speech in 80 languages: Arabic, Chinese, English, French, German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish and other
Using a mobile application, you can measure and improve the quality of service and cross-selling from your company's mobile services - DSA, delivery services, sellers in the sales area, security services
Like the desktop service, the mobile application works in the background, without interfering with your employee's use of the smartphone to work with other programs.
The camera for the mobile application is connected via the standard OTG interface. The service works with most web and spy cameras. You can also use any camera from the list of recommended models that provide the best quality of shooting and mobility.
On premise Heedbook solution for large clients uses cloud - based algorithms while working on customer's servers. To discuss the details of the offer, please contact our sales team.