“The initiative aims to measure customers happiness index through smart cameras that analyze the extent of their happiness,” Maher Shirah, director of Smart Services at RTA’s Corporate Technology Support Services Sector. The system was able to produce detailed reports of a customer’s happiness levels, with instant alerts triggered when a center’s “happiness rating” drops below a predefined level. When this happens, actions can be taken to “restore customers’ happiness level.”

As far as privacy is concerned, authorities indicated that the system analyses facial expressions and convert it into numeral value but doesn’t save the visual information.

This is one of the many uses AI can serve in service management measurement and metrics. And it will definitely contribute to raising the level of users satisfaction, the ultimate goal of successful service management system.

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