Heedbook Online Service for control of work of employees

Heedbook is an online service for control of work of employees the front line and improvements of sales processes and service.

2019: Description of Heedbook. Possibilities of service

Neural network the solution Heedbook was developed on the basis of cognitive services Microsoft Azure and Azure Cosmos DB.

Heedbook offers complex service of quality evaluation of service and customer satisfaction on the basis of the analysis more than 20 parameters of dialog (emotions, attention, intonations of the client, speed and contents of the speech of the client and employee).

As of June, 2019 use of a system allows to manage client loyalty, to control and optimize processes of service and cross-sellings. Using machine learning technologies and a microservice cloud computing architecture, a system in real time processes video and an audio stream from the employee's webcam the front line and provides detailed analytics of data retrieveds and indicators by clients, employees, products, departments and offices of the company.

How it works?

• We use audio-video a flow from a workplace of the employee in the background
• We analyze information using neural networks
• We receive in real time:
  • Customer service quality evaluation
  • Analysis of business processes
  • Control of cross-sellings

Possibilities of service

Customer service quality evaluation:

• Integrated indicator of satisfaction to the level of the Client, the Employee, Business process, Office, the Company
• Rating of employees on quality of service
• Viewing customer service in real time
• The analysis of the words and phrases provoking negative and positive emotions at clients
• Record of dialogs for mentoring

Analysis of business processes:

• Exact number of dialogs and their duration
• Rating of employees on loading
• Assessment of peak loads and idle times
• Control of following to a service script
• Notifications on events on the front line

Control of cross-sellings:

• Determination of a profile of the client (on gender and age)
• Indexation of a key word on use frequency
• Rating of employees on use of scripts of sales

Technical requirements to jobs of employees:

• existence of the browser ChromeFirefox//Opera
• Internet channel from 0.8 MB/sec.
• free USB port
• the wide angle webcam with^[1]

Notes