Customer feedback insights company HappyOrNot has launched an updated version of its Smiley Touch terminal, which is now enhanced by artificial intelligence.
The new terminal uses a built-in camera system and AI software to unlock and connect in-moment anonymous feedback data with respondent(s) demographic information. The demographic analysis works by converting and mapping facial features into numerous data points to form a vector. The anonymized vector is then analyzed by the AI to estimate the feedback provider’s age and gender with up to a 95% accuracy rate. Unlike facial recognition tools, HappyOrNot’s updated Smiley Touch terminal does not identify the individual, instead its only purpose is to analyze a silhouetted vector, which is specifically designed to hide the respondent’s identity.
The company says the upgraded terminals provide a faster way for businesses to gather detailed information, and crucially, better understand how to meet the unique needs of their target audiences. Gathering encrypted and anonymous data from the terminals, businesses can also gain a better understanding of the satisfaction levels for specific user groups. The layering of demographics analytics on top of real-time feedback data, supports them to make and measure operational changes that target and add value to specific groups of customers.
“We know that when it comes to customer loyalty, all it takes is one good or bad experience. Yet, providing a personalized service can be challenging when you have customers ranging from 16 to 80. Adding demographics data will allow businesses to better understand their target markets through the feedback provided by their customers.” said Miika Mäkitalo, CEO of HappyOrNot, “Our priority has always been to make customer feedback more digestible, and this latest version will go a long way in providing another layer of context for businesses.”