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Heedbook

Heedbook Cloud Inc

Heedbook is a first online AI-based software for evaluating and boosting customer loyalty.

Analyzing results of facial emotion recognition, verbal expressions, the content of the conversation with the employee and other parameters, Heedbook offers a complete range of services to measure overall customer satisfaction with the quality of service. The system also allows to improve business processes and boost cross-selling. Heedbook processes a video and audio stream from a webcam or a mobile phone of a front-line employee in background mode, analyzes more than 20 various parameters of a dialogue and gives detailed analytics of the service quality. Information is provided in the context of customers, employees and offices of the company. Heedbook offers a wide range of options: Service quality management: • Ranking employees according to service quality • Supervising customer service in real time • Analysis of words and phrases that evoke positive or negative customer reactions • Recording dialogues for mentoring Business processes improvement • Exact number of dialogues and their duration • Ranking employees according to work load • Workload assessment • Script adherence • Push-notification about frontline events Increase of cross-sales • Identification of customer profile (by gender and age) • Analysis of customer reactions to special offers and discounts • Tracking frequency of the use of keywords • Ranking employees according to cross-sales script adherence (including x-sell & up-sell)
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