Immigration Office Empowers Multilingual Call Center With AI

The Challenge

The Directorate of Migration Management, 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).

YIMER provides critical assistance to immigrants in Turkey and offers a range of services and information about visas and residence permits. YIMER aimed to implement voice-enabled IVR to help reduce the number of calls handled by live agents while enhancing efficiency in responding to requests in 7 different languages.

The Solution

SESTEK Conversational IVR system, boosted by advanced technologies like Speech Recognition, Text-to-Speech, and Natural Language Understanding, was deployed. This upgrade brought automation to services, allowing callers to solve 1,500 tasks across 50 different options in the IVR menu.

With a remarkable 97% 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 monitoring and analyzing interactions where users opt for live agent assistance over IVR.

SESTEK’s conversational IVR solution, with its adaptable structure, allows the creation of categories and the addition of different languages according to customers' needs. Thanks to AI-powered speech analytics technology, the most frequent queries by callers can be detected and added to the IVR menu with ease.