Alfa-Bank tests the analysis of emotions of clients

Alfa-Bank in January, 2018 announced start in Russia the pilot according to the analysis of emotions of clients in real time in the departments.

There are no similar solutions working in real time in financial market now yet — Anatoly Petrov, the chief R&D-отдела the Information technologies Block of Alfa-Bank claims. — We test recognition of emotions of clients on the person: the client comes to department, the camera looks at it, and our own algorithm gives a mark of perception by the client of bank according to the results of service. Our solution is based on model of integrated assessment of emotions of own development. In a work progress over a concept we carried out comparison of existing solutions among themselves, and according to the results of the pilot we expect to close all risks, to get experience with technology and also to collect data for further analytics.

According to bank representatives, piloting of technology for recognition of emotions is of particular interest as gives an opportunity to collect a feedback from the client without polls and calls, to measure the level of satisfaction with service in department. In turn, it allows bank, on the basis of collected data, to optimize processes, products and service.