POPin’s clever notion for video banking emotion
US-based POPin Video Banking Collaboration has brought in a new app to its interactive mobile solution that can work out the emotional state of customers.
Called Derive PositivityCoach, the app is used for emotive recognition, and is released in partnership with PositiveIQ, a not-for-profit organisation “promoting positivity and personal growth”.
POPin Video Banking Collaboration founder and CEO Gene Pranger says: “PositiveIQ’s unique algorithm measures both the consumer and the call centre, giving agents and managers immediate guidance on how to improve the customer experience.”
Amy Weiland, director of training and education development at PositiveIQ, adds: “Some customers are uncomfortable talking about personal finances. Derive PositivityCoach provides a way to uniquely and effectively connect with customers during those vulnerable conversations.”
Through POPin’s platform, members can complete nearly all banking needs via the web, personal devices or branch-based video.
With the addition of Derive PositivityCoach, POPin calmly says it can now evaluate the emotional health of interactions between service representatives and customers, display real-time information to agents regarding the emotional state of customers, and generate timely suggestions for enhanced service and selling opportunities.
Managers can also receive feedback on agent performance and use these insights for sales strategy and training.
Staying on this positive theme, earlier this month, Los Angeles-based CalCom Federal Credit Union selected POPin’s video banking solution to improve its digital services.
