Companies must adopt advanced technology to enhance customer service and security in an increasingly competitive business landscape—especially in the social, security, and financial sectors. One promising innovation is the use of AI-based CCTV in contact centres. This technology not only aids in surveillance but also facilitates customer emotion analysis through facial detection, providing valuable insights for customer service agents.

Benefits of AI CCTV for Contact Centers

1. Real-Time Threat Detection

AI-equipped CCTV can detect and analyze situations in real-time. This allows security teams to respond quickly to threats such as identifying suspicious behavior in public or workplace areas. In the context of a contact centre, this information can be integrated to provide additional context to agents when interacting with customers—especially in situations that may involve security risks.

2. Facial Expression and Emotion Analysis

One of the most intriguing features of AI-based CCTV is its ability to detect customer facial expressions and emotions. This technology can analyze various facial expressions—such as anger, happiness, or neutrality—and provide feedback to agents about the emotional state of customers during interactions. For example, agents can adjust their approach to de-escalate the situation if a customer appears frustrated or angry.

3. Reducing Security Team Workload

With advanced analytical capabilities, AI CCTV can automate monitoring processes. Security teams no longer need to manually review footage; they can focus on responding to real threats instead. This also leads to long-term operational cost savings as incidents of theft or vandalism can be minimized.

4. Enhancing Customer Experience

Integrating CCTV with contact centre systems allows agents to access visual information while interacting with customers. For instance, if a customer reports an issue at a specific location, agents can view live footage from the CCTV to better understand the situation and provide more accurate solutions.

Implementing AI in Contact Centers

1. Automating Routine Tasks

AI in contact centres automates various routine tasks such as answering common questions and processing customer data. With AI-based chatbots, contact centres can handle simple inquiries automatically—speeding up response times and reducing the workload on human agents.

2. Personalizing Services

AI also enables personalized customer service through data analysis. By understanding customer preferences and behaviours, contact centres can offer relevant product or service recommendations.

3. Managing Interaction Priorities

AI-based systems can analyze the urgency of interactions based on customers' tone of voice or word choice. This ensures that urgent cases receive quicker attention while chatbots or support agents can handle simpler requests.

The integration of AI-based CCTV with contact centres offers innovative solutions for companies in the social, security, and financial sectors. With capabilities for real-time threat detection and emotion analysis through facial recognition—as well as enhanced customer experience through automation and personalized service—this technology not only improves operational efficiency but also creates a safer environment for all parties involved.Adopting this technology will help companies meet modern customer expectations while providing a competitive edge in an increasingly tight market.

Introducing Jasnita's AI CCTV Services

Jasnita's AI-based CCTV solutions—developed in collaboration with PT Jast Indonesia Aman—offer advanced surveillance designed to enhance security and operational efficiency. Utilizing AI algorithms, this system can automatically detect threats, identify suspicious activities, and provide real-time alerts to security personnel.

Key Features of Jasnita's AI CCTV Services:

• Real-Time Threat Detection: Capable of recognizing suspicious behavior and providing rapid responses.
• Advanced Video Analytics: Utilizing video analytics to monitor various situations and conditions in public areas.
• Data-Driven Surveillance: Collecting and analyzing data to improve security strategies.

With this technology, Jasnita is committed to helping companies maintain physical security while enhancing customer service experiences through more effective surveillance solutions.