CASE STUDY

A Premier Global Bank

www.entropiktech.com
About Client

The client is a multinational professional services company that provides services in strategy,
consulting, digital, technology and operations. A Fortune Global 500 company, their mandate is
to drive Digital transformation initiatives for their clients.

Business Challenges

Chatbots have taken the digital customer service space by storm. A study claims that by 2022,
banks will automate up to 90% of customer interaction via chatbots. Having said that, the digital
banking system is still struggling to perform seamless customer engagement using chatbot.

The client understands that to compete in a highly competitive market, the brand needs a
seamless chatbot experience. Hence, the client was looking for a solution to optimize the UX/UI
performance of a chatbot for their banking client.

A fast-growing category does bring with it some interesting challenges:

• Users not being able to provide pinpoint actionable responses

• Difficulty in generating competitive benchmarking statistics
• Chatbots lack emotional intelligence, and it is inefficient to make human-like
customer interactions
Business Need
Key Challenges for CPG Industry
According to Chatbot Magazine, businesses can reduce customer service costs by up to 30% by deploying
an efficient chatbot interface.

Making every customer conversation via Chabot more contextual and humane in nature was of
paramount importance to the client. The client was looking to compare its chatbot’s performance with its
competitors apart from measuring the consumer engagement levels for the chatbot.

Approach

The client was looking for a new approach to research that captured behavioral
insights, which provided an accurate understanding of consumer preferences.

Entropik’s approach of measuring customer experience deep dives into subconscious

preferences of the user using Affect UX product embedded with proprietary Emotion AI
technologies like Facial Coding & Eye Tracking.

Solution

Affect UX’s Emotion AI Solution conducted a comparative analysis,

measured customer engagement, and generated competitive
benchmarking on the banking chatbot. Thus, it helped the bank to
enhance UX/UI and optimize chatbot conversation, leading to excellent
customer engagement and experience.
 Technology What was
used measured?

Affect UX used Eye Tracking, and We observed attention spikes for

Facial Coding. client’s bot experience, as the
audience were surprised/shocked
by the bot response, which were
Facial Coding Technology based totally out of context
Emotion Tracking - Respondents
In the Engagement Plot, we
facial expressions are captured
noticed that the user
using proprietary facial coding engagement starts to drop after 2
recognition technology to detect minutes whereas the user was
human emotions. more engaged with the
competitor’s bot

Eyewear Based Eye Tracking - A Emotion comparison shows that

wearable device was used to track users are more frustrated while
using the client’s bot.
respondents’ eye gaze
aggregation, interpretation and
visualization to capture natural
viewing behavior in any real- world
environment.

Key Highlights

Unlike Surveys & FGDs which is largely being used for capturing customer’s stated
response, Entropik focused on a Hybrid Approach to capture subconscious &
rationale behavior of customers delivering:

Unbiased true customer behavior

Real time insights
Online Remote Consumer Panel to measure CX at scale
Identified the Inefficiencies in chatbot conversational flow
Provided actionable insights to increase customer engagement
Maximized chatbot optimization in a beta stage by 21%
 Business Benefits

Affect UX’s Emotion AI solution empowered the banking chatbot with improved UX / UI
and actionable emotion insights, and thus, making every customer conversation via
chatbot more contextual and humane in nature.

Emotion AI solution conducted a comparative analysis, measured customer engagement,

and generated competitive benchmarking on the banking chatbot.

About

Entropik Tech is the world’s leading Emotion AI platform that reads human emotions and helps
brands redefine their offerings and experiences. In our mission to humanize experiences, we
have built AI technologies that understand human emotion through Facial Expressions, Eye
Movement, Voice Tonality and Brainwaves - in a fast and scalable manner.

Our diverse product portfolio allows you to measure experiences across Media, Digital, and
Shopper interactions in an accurate and meaningful way.

Entropik Tech provides emotion insights to over 150 global brands in CPG, Retail, Media &
Publishing, Telecom, and Financial Services industries, amongst others. We are present across
North America, Europe, Middle East, India, and South-East Asia.

Website

www.entropiktech.com