"Magnet" handed out to employees badges with microphones to monitor service in stores

2021: Testing In-Store Service Control Audio Analytics

On October 21, 2021, Magnit informed TAdviser that it was piloting audio analytics to improve the quality of service in stores.

"Magnet" handed out to employees badges with microphones to monitor service in stores

The company is testing audio analytics technology to assess the level of service at retail outlets and replicate the best experience. The indicator of technology efficiency in the framework of the test will be the growth of trade: the tool assesses the impact of communication on sales and shows the most successful practices.

The employee's special badge has a microphone that records the employee's speech, transcribes it and analyzes the execution of scripts, service standards, expertise in consulting, compliance with sales techniques, the supply of promotional goods and, in general, the quality of service.

Audio analytics are piloted in Magnit Cosmetics stores in Moscow and Krasnodar. Moreover, objects with different sales indicators were taken to highlight the best cases, outline growth points and identify service errors. Unlike the secret buyer, the technology allows you to evaluate the work of employees throughout the working time, while personal conversations of staff, conversations with colleagues and customer responses are not listened to and excluded from the vault.

Magnit pays great attention to creating a better buying experience, so that visitors spend time in the store with maximum benefit, and the process of purchasing goods is convenient and fast.

Шаблон:Quote 'author = said Eduard Iryshkov, director of the retail technology department of the Magnit network.

As of October 2021, the company uses audio technology in logistics. Pick-by-Voice voice control allows you to free the hands of warehouse operators and not be distracted by visual information due to a headset with headphones and a microphone that recognizes speech.