Fintech Digital Congress 2019: The jury of the FinTech & InsurTech Awards contest honored PKO Bank Polski and our portfolio company Quantum CX with the FinTech Award for implementation of technology enabling recognition of emotions in customer service process.
In cooperation with PKO Bank Polski, Quantum CX develops proprietary technology to recognize and analyze human emotions, facilitating the improvement of service quality and customer satisfaction. The solution is tested in selected bank branches.
This mechanism of the solution is supported by the facial activity labeling system (FACS), which, based on a set of facial muscle movements, allows identification of emotional reactions appearing in the form of micro-expressions. Thanks to building a smile habit among employees, the bank can raise the quality of service provided, while every customer smile is a small amount transferred by the bank to the selected charity action.
This mechanism of the solution is supported by the facial activity labeling system (FACS), which, based on a set of facial muscle movements, allows identification of emotional reactions appearing in the form of micro-expressions. Thanks to building a smile habit among employees, the bank can raise the quality of service provided, while every customer smile is a small amount transferred by the bank to the selected charity action.
Bartosz Rychlicki (in the middle) during the Fintech Award Ceremony
Using artificial intelligence, we analyze the image - the sensor detects smiles that we later promote. PKO Bank Polski is our partner and ambassador - they are the first company in Poland that has implemented our solution.
Bartosz Rychlicki, CEO of Quantum CX
