CEO Interview: Knovvu is the Beginning of a New Era for Sestek

This interview was published in the June 2022 issue of Marketing Turkey Magazine with Sestek Founder and CEO Prof. Dr. Levent Arslan's words about Knovvu, The New-Generation Conversational Automation Platform by Sestek.

We already know that Sestek develops conversational AI solutions based on over 20 years of experience. After all this, Knovvu was born as a new fruit of this corporate expertise. So what was the insight behind creating such a brand?

In the field of customer experience, we know how important and difficult it is to provide the same quality of service in different channels for both the customer and the brand. In today's customer service operations, quality means fast and accurate information. We, as Sestek, have been maintaining to produce solutions that can meet this need in our R&D centers for more than 20 years. Our aim with Knovvu is to consolidate all our solutions, which we have realized with this experience, under a single platform.

Which changes take place in the field of Global Customer Service Automation, What trends do you observe that stand out?

Today, customer interactions do not necessarily involve a live customer representative. Calls, inquiries and requests from customers can be answered automatically through virtual assistants that can communicate in written and voice, so companies can improve in areas such as time, cost and efficiency. Furthermore, companies that correctly analyze incoming calls to customer service and orient their employees can make great improvements in customer experience.

AI-based solutions increase efficiency in customer experiences, sales and service operations, reduce costs and improve interaction between brands and customers. At this point, as Sestek, we step in and develop AI-powered products that companies can benefit from.

How Knovvu is designed to address emerging global trends?

We group our products on the Knovvu platform into 3 main categories: Virtual assistance, voice biometrics and analytics.

Virtual assistants today can answer one of four customer questions without the help of a live customer representative. Although this percentage may seem small at first glance, it means enormous savings and efficiency for a company that receives millions of customer calls.

With the technology of voice biometrics, a customer call can be shortened by approximately 20-30 seconds. Such a reduction per call represents a significant savings for call centers. This solution also provides a good experience for the customer, who goes through the security phase without being asked any additional security questions.

Finally, every customer call contains crucial insights that companies can use to improve their workflows. The technology of conversational analytics enables automation in this area, helping companies and their employees to uncover valuable insights.

What innovations and conveniences await a brand that cooperates with Knovvu?

As a conversational automation platform, Knovvu is positioned to serve industries with high customer interaction, such as retail, telecom, banking and insurance. The Knovvu platform enables better management of customer interactions with the help of automation and supports central management, omni-channel access, and can work in any local/cloud environment.

What are the future goals of Knovvu?

Knovvu is the beginning of a new era for SESTEK. Our vision is to be a global technology company that improves the experiences of our business partners, their customers, and our own employees. Today, we serve more than 200 corporate clients in 16 countries. Our primary objective is to expand our network in the global market and deliver our products as SaaS accessible from the cloud environment.