HappyOrNot Launches AI-Powered Facial Analysis Feature

HappyOrNot, a globally-recognized customer feedback innovation, has just launched a Smiley Feedback Kiosk utilizing Artificial Intelligence that can decode data without revealing the customer's facial features.

Photo Insert: Unlike other facial recognition tools, HappyOrNot's updated Smiley Touch terminal's sole purpose is to analyze a silhouetted vector, which is specifically designed to conceal the respondent's identity.

The new innovation tackles customer diffidence on being recognized when they "converse" with the terminals, thus upscaling the features of the much-recognized four Smileys that has resulted in allowing companies to fine-tune their customer offerings relative to the decoded data in the terminals.

The next-generation Smiley Feedback Kiosk with Artificial Intelligence (AI), enables companies to identify and optimize experiences across all touchpoints through relevant, real-time feedback data.

This updated version of its Smiley Touch™ terminal, which is already available in airports and retail locations around the world, has been enhanced with AI-powered Facial Analysis Software.

The new terminal uses an in-built camera system and AI software to unlock and connect real-time anonymous feedback data with a respondent’s demographic information.

“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.

The demographic analysis works by converting and mapping facial features into a vector of data points. The anonymized vector is then analyzed by the AI, which can estimate the age and gender of the feedback provider with up to 95% accuracy.

Unlike other facial recognition tools, HappyOrNot's updated Smiley Touch terminal's sole purpose is to analyze a silhouetted vector, which is specifically designed to conceal the respondent's identity.

With this new feature, businesses can gain a better understanding of the satisfaction levels for specific user groups by collecting encrypted and anonymous data from terminals. The addition of demographic analytics on top of real-time feedback data enables them to make and measure operational changes that target and add value to specific customer groups.

HappyOrNot's new terminal, which employs cutting-edge technology, complements its suite of innovative feedback solutions aimed at increasing omnichannel customer engagement. The upgraded terminals will join other marquee products such as web-based integration Smiley Digital™ and touchless URL and QR-code solution Smiley Link™ in the effort to reach 2 billion feedback responses by 2024.

Businesses can also enable the camera-operated feedback guard, which recognizes and filters out multiple feedback responses from the same individual in a short period of time, to improve accuracy.

The upgraded terminals, which have already been adopted by leading European retail chain XXL Sport & Villmark and Canadian pharmacy chain MacQuarries, provide a faster way for businesses to gather detailed information and, more importantly, better understand how to meet the unique needs of their target audiences.

This is a market-first innovation, and the value of the new insights is enormous, particularly in retail. In an uncertain economic climate, the new product aims to assist businesses in making better-informed decisions that have a positive operational impact.

“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,” explains Kenneth Røsseth-Sørensen, Strategy & Business Development at XXL Group.

Since its inception, HappyOrNot has received over 1.5 billion feedback responses. Its smiley-faced terminals serve over 4,000 brands across 135 countries, including Amazon, Google, and Miami International Airport.

AboitizPower, Manila Doctors Hospital, Lexus Manila, Maxicare, and Watson's Philippines are now among its local clients.

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