Miami startup LiveNinja has partnered with New York-based IMRSV to bring businesses a new level of analytics that can detect gender, age range and emotional facial reactions through real-time video chat. This is made possible by integrating IMRSV’s Cara Emotion Analytics technology into Katana’s real-time video chat platform that retailers, brands and businesses can use to better serve their customers.
Katana’s customizable platform allows businesses to drive sales in the most engaging way possible online: by connecting with customers instantly using real-time video chat technology. Now, by choosing to integrate IMRSV’s emotion analytics, businesses using Katana will have access to detailed reports of the highest and lowest points of the call based on the customer’s emotions. After the call, businesses can read reports that display at which point of the call the customer was the happiest, most satisfied, or most concerned without any verbal indications. This is all made possible using a standard webcam, and only works for businesses that choose to have the Cara Emotion technology enabled.
“This is the next generation of sales data for both large and small business. Previously, the only metrics businesses had to measure the quality of a call were recorded audio-only phone calls customers had with their service reps via their toll-free numbers. Ninety-three percent of communication is nonverbal, and many times it’s our facial expressions that demonstrate how we truly feel,” said Will Weinraub, co-founder and CEO of LiveNinja, in a news release.
“Businesses that opt for Cara Emotion analytics on their Katana platform will now have data that shows the point of the sales call the customer reacted the most positively or when they reacted negatively, even if it was not verbally communicated. They can also know which of their representatives are constantly making customers the happiest, and contrarily, which service reps are continually frustrating their customers,” he added.
In the past, after a call was over, sales managers would have to go back and manually review countless amounts of audio files to properly oversee what was happening across their divisions. Now, with Cara Emotion enabled Katana rooms, businesses can see all the data they need on easy to read charts that display the best and worst points of each call.
Just like its audio-only/phone-based counterpart, every customer that participates in a Katana chat where Cara Emotion is enabled will be notified when the video call is being screened for quality assurance purposes.