The idea of cooperation between Quantum Lab and Energa (Poland's third largest energy distribution system operator) is to use Quantum Welcome and Quantum Feedback for analysis of emotional reactions of Energa customers and increase the quality of customer service.
First tests have already been started. On May the 2nd Quantum Welcome was launched at Energa customer service office in Gdynia. Using computer vision and AI to analyze customers' emotions basing on their behavior, the tool gives real-time feedback on the customer experience. Soon, another tool, Quantum Feedback, will be checking emotional reactions of Energa's call center customers basing on voice analysis. The tests are planned for 6 months and customers are asked whether they want to take part in the studies.
Energa indicates that thanks to Quantum Lab's tools, they will know emotional reactions of customers for new products or complaint solution proposals. The data collected will support further development of the company's offer, and will help to improve the company's procedures in dealing with clients. Quantum Lab's solutions will also be helpful in verifying the involvement of Energa consultants working in call center. They will receive real-time feedback on customers' reactions for their actions and words and get behavior adjustment recommendations.
Quantum Lab is a Black Pearls VC portfolio company (Black Pearls VC I Fund investment) specializing in customer experience analysis and development. The team is using computer vision (i.e. facial expression recognition), voice analysis and AI algorithms (proprietary Quantum Sense technology) to study the emotions of customers in sales and customer service processes.
