How to monitor the quality of customer service using video cameras?

Question

CRM

Good afternoon, dear forum participants.
The management threw the following task:
Given: bank offices with employees and clients. It is necessary to monitor the quality of service and the time spent on customer service, sales of banking services and quality. The customer wants to know everything about the workload, with real-time statistics and customer satisfaction with the service. At the same time, you need to do without an electronic queue with coupons, without buttons or paper questionnaires for assessing quality.
Customer service in the bank's office is performed by two specialists in two stages:
1. The consultant meets the client, consults, identifies the client, offers him services and products to which the client agrees or does not agree.
2. The operator draws up the services agreed with the consultant, signs the contracts.
Identification of the client and filling in the list of services for registration takes place in the SAP CRM system.
In general, a visit to the office by a client looks like this:
The client enters the office. Approaches the consultant, asks questions, the consultant answers. The consultant takes the passport, identifies the client, enters information into SAP CRM. The consultant continues the conversation, offers additional services, the client agrees to some of the services offered. The consultant writes down what the client agreed to, sends him to the teller.
The client goes to the operator, takes or does not take the queue. The operator identifies the client, draws up products from the basket, signs contracts. The client leaves the office.
Moments and "pitfalls" to which you should pay attention:
1. The client may not come alone (with his family), be distracted by extraneous conversations in the process of communicating with the consultant.
2. The client can come "together", then two people will alternately ask questions about the bank's products to the consultant.
3. The client can consult and leave before identification. In this case, it is interesting to know the topic of the conversation in order to understand why the client left.
4. The client may behave differently while waiting for service from the teller. Walk around the office, sit in one place, leave the office and return, leave completely, etc. The system should not "lose" it, do not take it into account again.
5. The client may refuse to arrange with the operator part of the services agreed with the consultant.
6. It is interesting to determine the emotional state of the client before and after visiting the office.
7. To account for the number of visitors, it is important to distinguish employees from customers.
8. It is interesting to calculate the time of issuing a separate service, even if several services are being issued at the same time.
9. An interesting possibility of obtaining a transcript or recording of a conversation, the ability to automatically determine the topics of the conversation and the time spent on each topic.
What are the solutions to this problem? Do they even exist in nature? If there are no solutions, then advise who can take up the development? A good solution will be implemented in a rather big bank.
Z.Y. Question posted at the request of a good friend of mine who works in the banking industry. For contact information write to me in private.

Answer 1

According to the requirements, it most of all resembled the system that was installed in the casino in Ocean's 11 Friends. There, the emotional state was determined by facial expressions. Maybe you should try looking in that direction? (at least think about ordering software from the same developers)

Answer 2

www.computer-vision-software.com/blog/

Answer 3

Someone has seen enough Hollywood movies-series. The development of such a system requires enormous resources... I think even a rather big bank, especially for the OKC, will not spend that kind of money on this system.
The only thing that comes to mind is the calculation of the amount of time for each operation for the client - how much is in the queue, how quickly the operations go ... and that is a huge number of pitfalls here. you won’t poke a camera in everyone’s face ... IMHO, utopia

Answer 4

this is a mega-complex solution, you won’t get by with cameras alone - they will give very little information.
recording sound / video - a violation of privacy - one thing is a security camera, another thing is such tracking.
Purely my opinion on working in a bank - there are already busy tellers and consultants, who always hang all sorts of additional goodies in the load ...
I would advise you to do as - done in some technical support - a banal text description from a consultant and teller - what the client wanted, what he got and what he gave up.
The difference between what he wanted and what he received is calculated between the consultant's request according to the list of items and the concluded and non-concluded agreements from the operator who served this client with a record of the reason for the refusal, if the client initially wanted more, but refused in the process.
and this is pure text and text recognition here, facial expressions from cameras are still very unrealistic in the current conditions