GidFinance excluded disinterested customers using emotion recognition from VS Robotics

2021: Introduction of emotion recognition technology

On August 26, 2021, VS Robotics announced the introduction of emotion recognition technology in the crm.leads.tech service of GidFinance. This solution determines the emotions of the subscriber in real time and allows to achieve a clear categorization of the client into a loyal, neutral, doubtful and refused one. Thanks to emotion recognition technology, customers who are set up sharply negatively can be distinguished into a separate category. Under the VS Robotics brand, ActivBusinessConsalt (part of the Sber ecosystem) is developing a direction for the development of products and solutions based on speech technologies.

Up to 20% of all applications are for uninterested customers. In order not to waste time on such customers, we have introduced emotion recognition technology. If during the initial conversation with the subscriber the client showed anger, irritation or, for example, despondency, we will not call the person again, thereby reducing our costs and not disturbing the person, "said Dmitry Nikitenko, managing partner of the effective SMS and ivr mailing service.

Without analytics, multiple calls not only spend time and money, but also spoil the company's reputation if the calls are not interesting to the subscriber and cause irritation. Emotion recognition technology not only saves financial resources, but also manages the company's reputation, "added Dmitry Teplitsky, CEO of ActivBusinessConsalt.

The costs of calls to Gidfinans as of August 2021 have already decreased by 750,000 rubles at current volumes. At the same time, having identified a loyal client, he can be offered additional products that he needs, which will achieve exponential growth of the company.