SESTEK - Sales or Customer Service Solutions Technology Partner of the Year

Company: SESTEK, Istanbul, Turkey
Company Description: Sestek is a global technology company helping organizations with Conversational Solutions be data-driven, increase efficiency, and deliver better customer experiences. Sestek’s AI-powered solutions depend on text-to-speech, speech recognition, natural language processing, and voice biometrics technologies. Sestek helps organizations increase efficiency and performance, get insightful data to impro
Nomination Category: Solution Provider Awards Categories
Nomination Sub Category: Sales or Customer Service Solutions Technology Partner of the Year

Nomination Title: SESTEK

Sestek is a global technology company helping organizations with Conversational Solutions be data-driven, increase efficiency, and deliver better customer experiences. Established in 2000, Sestek has been developing solutions for the customer service vertical in financial, telecom, retail and governmental industries. Sestek’s AI-powered solutions depend on text-to-speech, speech recognition, natural language processing, and voice biometrics technologies.

During the last 2 decades, Sestek successfully served more than 200 enterprise customers in 16 different countries. From virtual banking assistants to helping identifying customers with their voice, Sestek presents voice-enabled solutions to improve the customer experience.

With its 3 R&D offices, employing more than 100 R&D engineers, Sestek is a trusted technology partner of global companies, helping them with AI-powered solutions to increase automation, security and efficiency.

We continue to help organizations to offer high-quality customer service solutions. We group our solutions in 3 main categories:

1) Automation: Our conversational AI solution -Virtual Assistant- allows customers to interact with systems with voice and this helps increase automation. Virtual assistants serve customers, solving simple tasks. Virtual assistants can easily respond to simple customer inquiries 24/7 and help save precious agent time.

Real customer testimonial: “With Sestek’s automation solutions, our customers can find answers 24/7 without the need of live agents. By increasing the number of self-service options for our customers, we lightened the traffic towards our call center and we managed to decrease average customer waiting time by 31% at our call center."

2) Authentication: Our Voice Biometrics technology provides real-time authentication that is language, accent and content independent. Within seconds, the technology can authorize customers using unique features of voice that cannot be replicated.

Real customer testimonial: “Authenticating customers with their voice, we managed to decrease the average call duration at our contact center by 30 seconds.”

3) Analysis: Our Conversational Analytics technology offers the most effective way to leverage customer interaction data. The solution analyzes 100% of all customer engagements. Through detailed analysis, organizations discover actionable insights for improving customer and agent experience significantly.

Real customer testimonial: “Using Sestek’s speech analytics, we analyzed our customer-agent conversations in great depth, provided the necessary feedback to our agents and manage to increase our Net Promoter Score (NPS) at its contact center by 10%.”

Speech Recognition is the core technology behind any speech-enabled solution. The technology understands spoken language accurately and transforms them into a machine-readable format. Thus, it enables a smooth dialog between users and machines. The success of the technology is measured with “accuracy rate”. With a low accuracy rate, machines -virtual assistant- cannot fully understand customer need and intent, and this results in frustrated customers and frustrated customer experiences.

Sestek Speech Recognition technology stands out from the competition with the following feature: Our accuracy rate on Speech to Text is market leading rate of +95%

Here is the sample accuracy test in English language.

Accuracy Rate	Global Tech Company 1	Global Tech Company 2	SESTEK
Agents Talks in English	91%	88%	96%
Customer Talks in English	95%	94%	95.8%

We provide this rate for the below 20 different languages:

•Turkish •English •Spanish •French •Azerbaijani •Arabic •German •Russian •Urdu •Flemish •Dutch •Kurdish •Czech •Italian •Indian-Hindi •Ukrainian •Kazakh •Mandarin •Pashto •Persian

1) Regarding our conversational AI solution for increasing automation, we developed a virtual assistant for Groupama; one of world’s largest insurance company. Groupama customers can self-serve by interacting with the digital assistant called GUPI as if they are talking to a live agent 24/7.

With its high accuracy rate, GUPI answered 24% of customer inquiries without the need of live assistance. Check GUPI’s performance figures at this link:

https://www.sestek.com/case-studies/groupama-virtual-assistant-case-study/

2) Regarding our biometrics solution, we implemented one of world’s largest voice authentication project. The leading telecommunications operator in Eastern Europe and the Middle East, Turk Telekom, managed to shorten the call duration by 15 seconds. The details are in this link.

https://www.sestek.com/case-studies/turk-telekom-mobile-voice-biometrics-case-study/

3) Regarding our conversational Analytics solution for analysis, we helped Webhelp, one of world’s leading outsourced contact centers, to analyse 100% of customer-agent conversations. After detailed analysis, Webhelp introduced a training program for agents and achieved 7% increase in call quality score involving KPIs like agent interruptions, silence rates, and script adherence. Here are the details:

https://www.sestek.com/case-studies/webhelp-speech-analytics-case-study/