Multilingual Call Center Service with Conversational IVR

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Key Takeaways

SESTEK deployed Conversational IVR at YIMER in 7 languages (Turkish, English, Arabic, German, Russian, Persian, Pashto) with 96% speech recognition accuracy and 85%+ navigation precision.
The system automated 1,500 tasks across 50 IVR menu options covering residence permits, visa applications, and application status checks — dramatically reducing agent workload.
Sestek’s customizable IVR architecture allows different query categories and languages to be added independently for each industry or use case without rebuilding the system.
Multilingual speech analytics detected the most common caller queries and automatically integrated them into the IVR menu for continuous improvement.
YIMER’s deployment proves Conversational IVR can serve high-stakes, vulnerable populations at scale — handling immigration, visa, and residence permit queries across 7 languages.

The Directorate of Migration Management, operating under Turkey’s Ministry of Interior, oversees migration policies and transactions involving foreigners. The Directorate aims to automate and improve the call center function provided by the Foreigners Communication Center (YIMER) to enhance its services. YIMER offers essential assistance and information to immigrants in Turkey, and this enhancement aims to optimize service quality and efficiency.

Challenge

YIMER provides critical assistance to immigrants in Turkey and offers a range of services and information, including visas and residence permits. The Directorate of Migration Management aimed to streamline its operations by reducing the number of calls handled by live agents at YIMER while enhancing service quality and efficiency in responding to requests.

Solution

Sestek Conversational IVR system, boosted by advanced technologies like Speech Recognition, Text-to-Speech, and Natural Language Understanding, was deployed in the YIMER call center. This upgrade brought automation to services, allowing users to handle about 1500 tasks across 50 different options, mainly related to residence and visa applications and checking application status.

With a remarkable 96% speech recognition accuracy and a navigation precision exceeding 85%, the project extended its reach across seven languages: Turkish, English, Arabic, German, Russian, Persian, and Pashto. Moreover, by incorporating Speech Analytics technology, valuable insights were uncovered by scrutinizing interactions where users opt for live agent assistance over IVR.

Highlights of the Project

Adaptability to Diverse Needs

Different industries require different ways to help customers. With its customizable structure, Sestek Conversational IVR makes it easy to create different queries and include various languages that match each customer’s specific needs.

Navigating Multilingual Call Analysis

Analyzing calls in contact centers with multiple languages presents a range of challenges, demanding proficiency in various languages. Sestek Speech Analytics simplifies this complexity through its multilingual analysis feature.

A Project in Constant Enhancement

The system detects the most common queries by leveraging AI-powered speech analytics technology and seamlessly integrates them into the IVR menu.

Testimonial

“Thanks to Sestek Conversational IVR, we can easily understand customer needs in different languages, providing fast and excellent service through clear menu choices. Also, with Speech Analytics, we get valuable insights from conversations, which we utilize to improve our service quality.”

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