Newsletter SESTEK UPDATE Q3-23

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Key Takeaways

IGA Virtual Assistant won the Bronze Award in the 'Best Use of Technology' category at TCXA 2023, handling 100K traveler questions monthly across 5 channels.
SESTEK became an official WhatsApp Business Partner through parent company Unifonic, enabling 24/7 WhatsApp customer service for enterprise clients.
SESTEK has been investing in deep learning, neural networks, and NLU for decades — well before AI entered mainstream contact center vocabulary.
SESTEK’s Speech Analytics outperforms AWS Contact Lens across key features, as detailed in the newly released competitive battlecard.
SESTEK’s blog posts are now available in audio format with avatar voice technology, demonstrating the company’s text-to-speech capabilities in action.

Another Award for Our `Virtual` Assistant

A single, clever bot answers 100K traveler questions monthly at 5 different customer service channels: website, mobile app, call center IVR, WhatsApp, and physical screens at one of the world’s largest airports!

IGA Virtual Assistant won the Bronze Award in the “Best Use of Technology” category at TCXA 2023, one of the leading Customer Experience Awards sharing the greatest celebration of CX practice.

For more information about the success story, visit here.
For the short video of IGA Assistant, click here.

We Are Officially a WhatsApp Business Partner!

Thanks to our parent company, UNIFONIC, SESTEK officially became a WhatsApp Business Partner.

This collaboration enables us to leverage the power of WhatsApp’s messaging platform, further enhancing our capabilities in delivering seamless and efficient customer interactions.

If you want to offer first-class customer support, serve customers 24/7, and present impressive customer journeys on the world’s most popular chat app, we can help you.

Click to view our WhatsApp Customer Service Solution.

Here Is How We Integrate AI at SESTEK

AI’s rapid growth offers contact centers opportunities and challenges. While it may seem new, we have been investing in deep learning, neural networks, and natural language understanding technologies for decades. Here is a quick summary of AI features in our solutions.

Download our deck here.

Battlecard for Our Speech Analytics Solution

In this one-pager, you will see the main features and the highlighted advantages of our Speech Analytics solution compared with one of the global leaders, AWS Contact Lens.

Download the Battlecard here.

Listen to Our Blog Post with our Avatar Voice

Now you can listen to our latest blog “6 Signs You May Need Better Speech Analytics at Your Call Center” with one of our avatar voices at this link.

How Agentic AI Is Shaping Quality Evaluation

See how Agentic Evaluation brings human-like reasoning to quality management at the speed and scale your contact center needs.

The Reasoning Era of Conversational AI: From Understanding to Action

SESTEK Project Manager Rami Izhiman explores how Conversational AI is moving beyond speech recognition and predefined scenarios toward reasoning, contextual understanding, and decision-making.

The AI Testing Gap Nobody Talks About

Explore why secure enterprise AI projects require more than standard testing, and see how SESTEK helps organizations reduce deployment risks while securing sensitive customer data at scale.

The Rise of AI-Powered Virtual Agents in E-Commerce

Discover how AI-powered virtual agents transform e-commerce customer experience and operations while exploring how SESTEK's Knovvu Virtual Agent enables leading retailers to deliver fast, personalized, 24/7 support at scale.

Unifying Customer Engagement with Conversational AI

Discover how SESTEK's Conversational AI eliminates fragmented customer experiences by connecting every channel—voice, real-time chat, messaging, and more—into one seamless, intelligent customer journey.

How Conversational AI Delivers Measurable ROI in Call Centers

Discover how conversational AI can enhance call center ROI by improving customer experience and operational efficiency, featuring real-life examples from successful projects.

Optimizing Workforce Management with AI Solutions

Discover how SESTEK's AI-powered tools are transforming workforce management into a strategic advantage for contact centers—by boosting agent productivity and enhancing operational efficiency.

The Role of AI in Customer Services: Finding the Right Balance

AI has become essential in customer services, but as automation grows, so do concerns about losing the human touch. This article explores balancing AI with human collaboration to achieve maximum efficiency.

CXO: End-to-End AI + Human Customer Experience

SESTEK Conversational Analytics Product Analysis Team Leader Berkay Vuran, explores the real cost of organizational silos in customer experience and how AI and human agents can form a seamless team under a single orchestration framework.