Sber SmartBadge

Main article:

• Speech technology: from recognition to understanding
• Storage System

2021: Announcement SmartBadge

On July 4, 2021, Sber introduced SmartBadge, a software and hardware complex for analyzing employee-customer communication. SmartBadge developed by SberDevices and seamlessly integrated with the voice analytics system of the MDG Group of Companies. The SmartBadge system consists of wearable devices for recording dialogs (badges) with an e-ink display, a dock for five devices designed to charge badges and download recorded data, as well as software that securely remotely administers devices, diarize recording and exchange data with the voice analytics service.

SmartBadge

According to the company, SmartBadge is a device that has the ability to diarize the recording, that is, to separate the dialogue into roles in the form of two audio tracks - the speech of an employee and a client - for their separate analysis. The presence of an e-ink display is another SmartBadge opportunity that allows an organization to purchase devices in accordance with the number of simultaneously working employees and not assign each individual badge. The system is SmartBadge protected from hacking and incorrect use - both physically and programmatically.

The device will help to optimize the quality of service, train employees, resolve controversial situations, analyze customer requests, increase sales, customer loyalty and the effectiveness of marketing activities. In order for a business owner to receive not just recordings of service sessions, but a capacious and concentrated analysis, the software performs data preparation work: the signal is diarized, speech is converted into text, and then semantic text analysis.

SmartBadge

To diarize the signal, the badge implemented its own development of SberDevices - a microphone array of four MEMS microphones. The specially chosen configuration of the microphone placement and algorithm allow you to effectively isolate the speech of the employee and client in the dialogue, even if the communication takes place in a noisy environment or against the background of music. After that, MDG speech analytics converts dialogues into text, analyzes many algorithms, and advanced reporting helps quickly identify problem zones. Reports are generated based on the analysis of keywords and expressions. The basic and specialized cases developed by MDG experts are already in place. Among them: quality control of service and unwanted vocabulary, identification of negative and positive reactions of the client, the best and worst sales tactics. Obviously, the quality of speech analytics depends on the quality of speech recognition: it is important to recognize what is said, even if speech in noise is not always legible. The MDG speech recognition technology has received international recognition from professionals, allows you to "understand" even spontaneous, not perfectly clear speech. Another feature of MDG speech analytics is a deep analysis of speech - more than 50 parameters.

SmartBadge is a safe, convenient and easy to use device that can be used in a variety of areas - from retail to medicine. Several solutions have been implemented in the device from SberDevices - in particular, the ability to separate the speech of an employee and a client into two sound tracks thanks to a specially developed microphone array and diarisation algorithms, as well as an e-ink screen, which makes the badge more versatile in use. SmartBadge gives the manager the opportunity to directly assess the quality of the customer service process at any level - from statistics throughout the company to a specific session of communication - and make the necessary decisions in a timely manner. said Konstantin Kruglov, senior vice president for new digital surfaces at Sberbank, CEO SberDevices

MDG speech analytics have demonstrated effectiveness in contact centers throughout the country: banks, telecoms, development companies, fuel and energy systems, and the public sector. Its implementation allows you to "hear the voice of your client" and develop the business based on real feedback. The relevance of voice analytics in online telephone channels has formed a request for its implementation in offline offices, sales points, face-to-face analytics. As of June 2021, speech analytics works in Russian, English, Spanish, in the near future - Arabic and other languages. said Dmitry Dyrmovsky, CEO of the MDG Group of Companies

The shapes and proportions of the SmartBadge correspond to the usual badge, the weight of the device is 35 g. During the charging and download of these badges are fixed in the dock, which protects the device from unauthorized removal. In order to start using the badge, the employee must be authenticated using a special RFID label or organization pass. The wearable device displays its name and position, and the badge is automatically released from the device.

SmartBadge

Throughout working hours, the wearable device records the employee's conversations with the customer. The device allows recording up to 16 hours without recharging. If necessary, you can pause the record. Upon returning the badge to the dock, the audio file is analyzed in encrypted form. After the audio file has been sent to server analytics, the dock clears the memory of the wearable device and charges it. In case of unstable network operation and inability to transmit data to cloudy storage the dock, there is a memory that can store data on the internal drive - up to 250 hours of records from the entire set of badges.

Security when handling client data is a priority aspect that was taken into account when creating a hardware and software complex SmartBadge. The implementation of solutions that ensure this security - from the system architecture to individual data exchange protocols and methods for mechanically protecting devices from unauthorized extraction from a dock - was developed with the participation of the BI.ZONE. team.