Speech Enabled IVR for QNB Finansbank
Sestek Speech Enabled IVR was implemented at QNB Finansbank’s call center. The technology transformed a touch-tone IVR system into a conversational IVR system. Thanks to Natural Language Processing technology, Speech Enabled IVR enables human-like interactions. After the implementation of this technology, the rate of accurate menu navigation increased to 92%, and the average wait time decreased by 31%. QNB Finansbank also observed a 39% reduction in abandoned calls. Their agents’ workload declined by 10% while the self-service rate rose by 6%. To learn more about this project, please click here.
Speech Technologies for Teknosa
Sestek’s Speech Recognition and Text-to-Speech technologies were implemented in Teknosa’s IVR system. Thanks to these technologies, incoming calls are answered by the IVR system instead of by customer representatives. Now, 90% of Teknosa’s calls are handled by IVR. This not only improved FCR rates but significantly reduced the amount of calls that went to customer representatives. This improved call center efficiency and decreased overall operational costs.
Join Our Webinars
We have started a webinar series on speech technologies. Our first webinar focused on Voice of the Customer technologies and covered ways of improving call center processes with speech analytics. Our second webinar focused on Natural Dialog Solutions by discussing omnichannel self-service automation with digital assistants. We will continue to share insights into the latest conversational AI technologies in future webinars. Watch for announcements to join our next webinar.
Customer Services and Experience Summit
Sestek participated in the 6th Customer Services and Experience Summit in Istanbul, Turkey on 9 May 2018. The summit’s theme was the influence of digitalization on customer experience. Our General Manager Serdar Karadayı gave a presentation about the ways that conversational AI technologies can enhance the customer experience.
The Sestek Team participated in Dragon Festival in Istanbul on 11–12 May 2018. Dragon Festival is a corporate sports organization with the highest level of participation in Turkey. This year, more than 100 corporations participated in the event. In addition to canoe racing, there was a dance contest, costume contest, DJ performance, and other events. Sestek was among the teams who successfully completed the canoe racing.
Sestek applies for patents with the aim of creating a robust patent portfolio and protect its technologies in the face of global competition. We recently obtained a new patent for our speaker diarization technology. With this latest innovation, Sestek has now received five patents from the United States Patent and Trademark Office.
Sestek participated in Smartcon, which was held in Ankara, Turkey on 8–9 May 2018. Our International Project Coordination Office Director Anıl Öztuncer gave a presentation at the event. Anıl focused on artificial intelligence (AI) and voice processing. For more details about the event, please click here.