Qmatic Orchestra

2021: As part of the solution for the navigation of bank customers

On December 17, 2021, VisionLabs announced that together with Q-Systems they created a solution for smart customer navigation. The use of computer vision in the electronic queue system will personalize the client path and change the approach to service delivery. The solution can identify the visitor at the entrance to the bank branch, automatically queue according to his needs and offer an individual set of services. This will reduce waiting times, speed up service, and increase customer loyalty.

Clever navigation is implemented on the basis of the platform videoanalitikiVisionLabs by Luna, control systems of a flow of visitors of Orchestra and integration into the Customer Relationship Management System of bank. Using IP surveillance cameras, the solution recognizes a person as soon as he enters the office. The unique identifier of the customer entering the bank's office is passed to Orchestra to start the identification process. Based on the received data from the CRM system, Orchestra will identify and queue the client, based on its segment and taking into account the history of calls to the bank, send a welcome SMS or push notification - the process takes only a few seconds. The system also allows you to identify a visitor at the electronic queue terminal and display a greeting and a personal offer of bank products for him.

This automatically sends the data from the CRM profile to the operator. By avoiding the need to open the card manually, as well as the ability to update knowledge about the client and prepare for a meeting with them, the speed and quality of service increases.

The VisionLabs and Q-Systems solution easily adapts to the business processes of each individual bank and offers different options for configuring the customer path.

{{quote 'Vision technologies computer help to significantly transform the banking sector and change the approach to interacting with customers. The integration biometric of products into the classic e-queue system will increase the level of service delivery, optimize the client path and become the basis for further effective implementation of digital services. When implementing such complex solutions, it is necessary to ensure high quality recognition, "said Ilya Romanov, commercial director of VisionLabs. }}

With a more and more competitive banking business, it is critical to ensure personalized and seamless customer interaction. Efficient and intelligent customer navigation in branch offices is an important part of the sales process. Accurate and quick identification of the customer is the starting point on the way to purchase. When a customer is identified, a solution from Q-Systems takes over and directs customers in different segments to the best employee for a specific segment or service. Thanks to smooth navigation to the most suitable employee, the level of service increases, and sales opportunities are used more efficiently, "said Strandkvist Per Per Eric Leonard, CEO of Q-Systems.

Another important effect of implementation is increased security. Face recognition allows you to identify a person from the bank's blacklist or find applications in the credit pipeline with the same photo and different fake passports.