Sberbank collectors began to use a system for recognizing the emotions of debtors

In February 2021, it became known that Sberbank collectors began using the debtor emotion recognition system. The program can determine the joy, surprise, neutral state, fear, despondency, irritation and anger of the interlocutor. The system gives out the spectrum of emotions of the subscriber in percentage ratio and on its basis offers further actions in conversation.

As the general director of the collection agency ActivBusinessConsalt (ABK, part of the Sberbank group) Dmitry Teplitsky explained to RBC, call centers use a new method of analysis by the head of debtors, which consists in assessing the intonations of indebted customers during telephone conversations and reading their emotions to create a further dialogue scenario. The technology was developed by the subsidiary of the collection company VS Robotics.

Sberbank collectors began to use the system of recognizing the emotions of debtors from VS Robotics

The system in real time based on recognized emotions prompts the operator whether to follow the customer's user scenario, or suggests using a special situation script. For example, to show more empathy when talking with this subscriber, "Teplitsky said.

It is noted that the emotion recognition system does not affect the contact of subscribers, but affects the quality of contact, the system allows predicting the development of conversation with a probability of 80%.

Sberbank considers the development promising, noting that it allows you to make a more complete portrait of the client, to identify the degree of his satisfaction, his emotional state. At the same time, the system can read the emotions of not only debtors, but also collectors in order to detect burnout and overwork of workers in advance and take measures.

In 2021, Sberbank plans to integrate the technology into new pilot projects - in particular, it will be used in the functionality of a robot collector. In addition, ActivBusinessConsulting is going to sell the system to other companies, including not only banks and other financial organizations.^[1]

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