Development of Heedbook Cloud increased efficiency of offices of Rosbank by 10%

2019: Increase in efficiency of offices for 10%

On August 14, 2019 the Skolkovo Foundation reported that development of Heedbook Cloud increased efficiency of offices of Rosbank by 10%.

Within a pilot project the "smart" webcam became the tool of assessment of customer satisfaction of bank. She is connected to the computer or the tablet and using the microphone helps "hear a voice" both the client, and the employee.

A system in details sorts the written video of dialog and the working day of the manager of sales office, estimating distribution of time, customer satisfaction level service and the number of the cross-offers made by the manager. In total these indicators give the general index of efficiency.

In use systems 861 meetings with clients were analyzed. By results in the automatic mode recommendations to the employees on quality improvement of customer interaction are created. After the pilot the index of customer satisfaction which were serviced by these managers grew by 10% in comparison with start of the pilot. This indicator was calculated by means of recognition by a system more than 20 parameters of a customer behavior and the employee, told Artemy Loban, the project manager of Heedbook Cloud company

Besides, the share of dialogs in which the additional product was offered the client grew by 6%. Thanks to data on real loading of employees and a flow of clients capacity of offices increased and also it was succeeded to provide the correct planning and use of resources.

Though most the companies still estimate quality of customer service using traditional tools – polls, mystery shopping, loyalty buttons, – there are also those who as Rosbank, actively try and implement the innovative developments. It is possible to expect that use of similar tools in the next few years will become a norm for large players of the market. Machine learning technologies have the huge potential for solving of tasks of objective quality evaluation of service, noted Dmitry Starikov, the project manager Klastera of information technologies Skolkovo

Upon completion of a pilot project with Heedbook Cloud the staff of Rosbank noted that they began to pay more attention to self-checking, tried to refuse filler words in the speech and steel more benevolent in daily communication with people. It is confirmed also by statistics – by the end of testing of service the number of filler words at employees decreased by 20%.

Initially search of replacement to 'mystery shopping' as this tool, in our opinion, is already not so relevant as earlier was our main objective. 'Shoppers' are people, and people can be for various reasons biased. Besides, it is very heavy to organize the high frequency of checks in all departments of network because of high costs, and one or two visits of 'buyer' to each office do not give a real picture. In the course of search of the solution we came to a conclusion that the most perspective for these tasks are technologies of the analysis of audio-video flows. According to the results of the pilot with Heedbook Cloud there was an understanding that opportunities for use of the tools offered by the company are much wider, than we initially calculated. We as bank actively move towards modern technologies and smart analytics therefore we test different solutions in this area, commented Maria Kovalyova, the chief of the department of development of sales and client experience of Rosbank