System and method for gathering data related to quality of service in a customer service environment
Systems and methods relating to gathering data which may be used to produce metrics to analyze customer quality of service. Color-plus-depth sensors are placed facing a service area where customers are located. Images and depth maps of the service area are gathered by the sensors. These data sets are then processed by an on-site processor to isolate each customer and/or each item of interest in each data set. Each detected customer is identified using customer descriptors and the location of each item of interest and of each detected customer is determined relative to a reference point. The extracted data from each data set is uploaded to an off-site server for further processing. The off-site server analyzes the uploaded data to determine customer behavior, customer demographics, customer biometrics, and emotional state. The server can also analyze the uploaded data to determine quality of service (including service time).
System and method for tracking customer movements in a customer service environment
System and methods for tracking transaction flow through a customer service area. The present invention provides automated, non-intrusive tracking of individuals, based on a series of still image frames obtained from one or more colour sensors. Images of individuals are extracted from each frame and the datasets resulting from the cropped images are compared across multiple frames. The datasets are grouped together into groups called “tracklets”, which can be further merged into “customer sets”. Various pieces of metadata related to individuals' movement (such as customer location and the duration of each transaction state) can be derived from the customer sets. Additionally, individual images may be anonymized into mathematical representations.