Instant customer feedback insights company, HappyOrNot, has launched what it is calling its most advanced feedback product: an updated version of its Smiley Touch terminal, already present in airports and retail spaces around the world, now enhanced by artificial intelligence.
Accumulating over a billion feedback responses since its launch, HappyOrNot’s range of smiley-faced terminals serve over 4,000 brands in 135 countries including Amazon, Google, Aramark, and Miami Airport.
Upgrading its popular Smiley Touch product, 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 calls this an “unprecedented innovation” in the market, that can help create value and new insights, especially in retail. At a time of economic uncertainty, the new product aims to help businesses make better informed decisions that result in positive operational impact. Already adopted by leading European retail chain XXL Sport & Villmark and Canadian pharmacy chain MacQuarries, 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. This new capability is brilliant for our customers, and I’m very pleased that we are the first in the market to deliver this innovation.”
Using the most advanced technology, HappyOrNot’s new terminal complements its range of innovative feedback solutions aimed at boosting omnichannel customer engagement. To improve accuracy, businesses can also turn on the camera operated feedback guard that recognizes and filters out multiple feedback responses from the same individual in a short period of time. On track to reach 2bn feedback responses by 2024, the upgraded terminals will join other marquee products such as web-based integration Smiley Digital and touchless URL and QR-code solution Smiley Link.
“By combining demographic data with customer satisfaction data, retailers can create a more detailed and nuanced picture of their customers and use this information to make informed business decisions.” explains Kenneth Røsseth-Sørensen, Strategy & Business Development at XXL Group.“For example, a retailer might use this data to identify specific customer segments that are particularly satisfied or dissatisfied with their products or services, and tailor their marketing and customer service strategies accordingly. This can help retailers improve customer loyalty and retention, and ultimately drive sales and revenue.”