ActcastAI
A major company
Staff training had become dependent on individual supervisors, with no objective view of how service was actually being delivered. Customer harassment at the counter was a chronic problem, but its causes could not be pinned down.
The challenge Idein solves
AI microphones at the service counter record conversations between customers and staff with speaker separation. Making the quality of service objectively understandable from audio data means the same data serves both training improvement and harassment countermeasures. The visible presence of a microphone also has a deterrent effect of its own. The edge AI automatically detects when speech starts and ends, so store staff need no training to use it — zero operational overhead.
What we did
- AI microphones installed at service counters to capture audio from customers and staff
- The edge AI automatically detects when speech starts and ends — no training needed for store staff, zero operational overhead
- Recording with speaker separation, so it is clear who said what
- The resulting data is used to improve staff training
- Functions as a countermeasure against customer harassment, with the presence of the microphone itself helping to deter incidents
- Deployed at roughly 2,500 stores and 8,000 units, operating nationwide for over 4 years
- Idein handles everything end-to-end, from development through ongoing operation