Sestek E-books

After 2 decades of experience, we want to share some of our industry know-how

The Conversational AI Playbook

How AI can help companies navigate through these difficult times.

Yes, these are challenging times. And yes, things are not going to be the same again. But what can we do about it, today? Conversational AI solutions might have some answers for us.
When more and more of customers are calling contact centers or going online to visit websites,
conversational AI solutions can help companies effectively handle high volumes of traffic at these channels. Here is our playbook to guide you towards implementing AI-based solutions at your organization today.

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Conversational AI e-book

Conversational AI

Today’s customers expect smooth journeys.
They want to interact with brands easily, at any time, at any channel; contact centers, chatbots, messaging apps, smart assistants. And while doing this, they expect to be understood fast. They want to be understood before they open their mouth. They want to be understood not only by humans (customer reps) but also by machines. The answer to this expectation is Conversational AI.

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TopTech-e-book

Top Tech Trends of 2020

The rise of automation, the democratization of technology, conversational technologies, human augmentation, and the advancement of AI.
These five topics will do more than just filling out the headlines in 2020. They will be vital parts of company strategies focusing on growth, efficiency, and customer experience. Organizations that are embracing these technologies faster than the competition will enjoy tangible financial benefits in an era of tighter margins. This e-book explains how these technologies will affect the way companies will be doing business in 2020.

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Efficiency-e-book

Efficiency without Compromising Experience

6 companies using Conversational AI for better customer experiences.
Today, customers want more, now, with no friction… AI can help! Conversational AI is the technology that enables natural interaction between humans and machines. With the help of natural language processing (NLP), conversational AI allows customers to interact with machines by voice. Conversational AI enhances customer experience When customers navigate through IVR or engage with a chatbot, conversational AI accurately understands what they are saying and guides them towards the fastest solution. This means increased self-service rates and lower operational costs. Here are 6 companies using Conversational AI to provide better experiences to their customers.

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chatbot-e-book

Introduction to Chatbot Design

Building The Right Chatbot To Ensure Better Customer Experiences.
Today, chatbots are a significant part of customer services. From reserving a ticket to completing a banking transaction, they can offer any service that a live agent can. But being able to do these tasks might not be enough for enhanced customer service. Because customers not only expect high-quality services but also personalized experiences. According to recent research, more than 63% of customers expect personalization as a standard of service. So, chatbots need to answer this need to ensure an enhanced customer experience. Why do chatbots need personalization? Today’s customers seek more than functionality. They expect authentic connections with businesses. And the only way to build a strong and emotional bond between customers and chatbots is personalization.

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SA-e-book

Discover Insights In Customer Interactions

Every Customer Interaction is an Opportunity
Today consumers are more unforgiving than ever. As 67% of them give one single negative experience as the reason for churn, brands are walking on thin ice, trying to find ways to know what their consumers would do next. Effectively listening to customers and acting fast to close the loop on their issues are becoming more and more vital for businesses. Customer interactions include a wealth of invaluable insights: the level of customer satisfaction, the likelihood of churn, agent performance, campaign effectiveness, and more. However, the high volume of these interactions makes it impossible to review and analyze them accurately manually. Manual review can process only a fraction of interactions and is far from providing objective evaluation results. This would be time-consuming for business units and may cause to deliver bad experiences to customers since response times would be high. Speech Analytics may provide the answers you are looking for.

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