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4.8
Full coverage is the foundation of continuous improvement
Most operations lead with a blind spot, seeing only a small sample of conversations. Conversational Intelligence, part of the Agentic CX Suite, starts with Analytics to bring every conversation into view, then AQM evaluates each fairly and Coaching turns insights into continuous improvement.
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Conversational Intelligence products
Analytics
See 100% of conversations instead of a small sample, and catch patterns before they become costly trends.
A customer asks about a balance, a transaction, or a routine request, working from the accurate transcript Speech Recognition just produced. Agentic AI's hybrid NLU and LLM reasoning closes it out instantly in most cases, and when it responds, TTS delivers the answer in a natural voice instead of a robotic one.
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AQM
Move beyond a subjective sample to a consistent, explainable evaluation of every single agent.
An evaluator scores a call one way, a peer scores a similar call differently, and agents stop trusting the process. A dedicated AI Agent evaluates every conversation against the same criteria, explains its reasoning, and routes disputed scores through calibration and appeals. Every evaluation builds on what Analytics already found, and feeds directly into each agent's coaching plan.
Coaching
Turn every evaluation into a personalized coaching plan built on evidence, not a manager's memory.
A manager preparing for a coaching session works from a two-week-old score and a vague sense of what went wrong. Coaching pulls quality scores, CSAT, hold time, and silence into one view, and builds a personalized plan from insights across every conversation, not the handful a supervisor happened to review.
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From a sample to full coverage: QNB Türkiye
QNB Türkiye replaced manual silence checks and a limited evaluation sample with AQM and Analytics running across every call. The result: more hours back for the quality team, far more agents evaluated, and far more calls reviewed for coaching.
Customer Experience Director
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How it works
Start with analytics
A customer's tone shifts, a complaint repeats, or a required compliance phrase goes unsaid. Analytics catches it across 100% of conversations, not the small manual sample would reach, and surfaces the pattern before it turns into a costly trend.
Evaluate with AQM
Every flagged conversation is scored against the same criteria by a dedicated AI Agent, not whichever evaluator happens to be free that day. Disputed scores move through calibration and appeals, so every evaluation stays consistent and fair.
Coach with evidence
Every score becomes part of a personalized coaching plan, built on quality, CSAT, hold time, and silence, not a manager's memory of one call from two weeks ago. Agents improve based on evidence from every conversation, not a guess.
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Measure impact
700+
Enterprise customers in
20 countries
20 countries
100%
Projects delivered
to production
to production
>98%
Market-leading
speech recognition accuracy
speech recognition accuracy
25+
years engineering
the future
the future
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Improve your conversational customer journey
Let’s go into detail on how SESTEK’s conversational solutions can improve your agent and customer experience
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