Analyzing the customer’s emotions, verbal expressions, the content of the conversation with the employee and other parameters, Heedbook offers a complete range of services to measure overall customer satisfaction with the quality of service. Heedbook processes a video and audio stream from a webcam or a mobile phone of a front-line employee in background mode, analyzes more than 20 various parameters of a dialogue using neural networks and Microsoft services. Information is provided in the context of customers, employees and offices of the company.