Sberbank jointly with its subsidiary collector agency ActiveBusinessConsult («АктивБизнесКонсалт», АБК) have started using a new method for analysis of borrowers’ voice in the call centers.

“The technology assesses the intonation of the debtors and their emotions in order to create the scenario of the dialogue,” head of the agency Dmitriy Teplitskiy told RBC.

According to him, the research in this area began 2.5 years ago, and emotion identification was installed into commercial production in late 2020. The developer of this technology is the collector agency’s subsidiary VS Robotics. Sberbank has confirmed it is using the service while collecting debts from natural persons.

The emotion identification system is built into the program that is used by the call center operators. The program records (live), processes and analyzes the borrower’s voice, and then it transfers the information to the agency. Teplitskiy has noted that the technology allows capturing 7 types of reaction from the clients.

“We call it the “emotion diamond”: joy, surprise, neutrality, fear, sadness, irritation, anger,” he added.

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