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From Single-Use Bots to Intelligent One-for-All Bots - Sestek - Blog

From Single-Use Bots to Intelligent One-for-All Bots

The software which performs repetitive, automated and predefined tasks is named as “bot”. When we hear the word “bot”, it is highly likely that most of us first think of chatbots. Probably the first thing that comes to mind when we say ‘chat’ is the correspondence through internet applications. However, we all know that every healthy individual belonging to the human family can be an actor of chat action by signing or speaking and later, on writing.

Yes, we, as a member of the human family, have been doing this for so long that we can say chat is one of our unique and natural features. As it is one of the common features of the entire human family, we don’t need something like “chatman” to name any group in this family. Undoubtedly, in more and more situations in our daily life, we come across conversational algorithms or chatbots more often; for example, when buying plane tickets or clothes from an online store. Although chatbots are now appearing in almost every aspect of our daily lives, the history of bots in this field is not very long. It was generally implemented with the aim of making users feel that they are chatting with a real person; a computer, program, algorithm or artificial intelligence that enters into a dialogue with a person is called a chatbot. The surge in the use of chatbots, whether simple or more advanced artificial intelligence applied, has been driven by the enormous expansion of the Internet and especially social networking sites.

One of the oldest and best-known chatbots is a program called Eliza created by the Artificial Intelligence Lab at MIT between 1964-1966. After that date, we see many chatbot projects implemented as a result of research and development studies. However, they can be used publicly and globally in the 2000s with the widespread use of the Internet. Today, a significant part of customer service is carried out through chatbots. Business Insider estimates that the global chatbot market, with a volume of $2.6 billion in 2019, is expected to reach $9.4 billion in 2024, with a compound annual growth rate of 29.7%. The report also suggests that the highest growth in the chatbot implementation will be in the retail and e-commerce sectors, driven by the increasing demand for seamless omnichannel experiences.

Today, simple chatbots, whose capabilities are limited to answering FAQs in a certain field, are being replaced by chatbots powered by artificial intelligence, machine learning, natural language processing, speech recognition and analysis, speech synthesis and voice biometrics technologies. In this way, multifunctional/capable chatbots can be developed that can express themselves more humanely, understand various expressions implied by different styles and terms, and adapt the language they use to the style of the people they are communicating with.

We are now in a world where chatbots are the main actors in the field of corporate communication. Their use not only helps organizations improve their own potential, but also means a more enhanced user experience. With bots powered by technologies such as Speech Recognition, Speech Synthesis, Voice Biometrics, Natural Language Processing, Artificial Intelligence, voice and text analysis, Sestek, where I used to work on different projects for many years, can easily design customizable chatbots for the needs of organizations. Based on Sestek’s 21 years of conversational technologies development experience; with the solutions currently being used by 275 institutions in 20 countries; self-service rates are increasing significantly and the workload and stress on the agents are relieved. For example, according to September 2021 data, 250,000 customer interactions have been carried out via the Whatsapp bot utilized by Hepsiburada, Turkey’s leading e-commerce platform. With this application, 14% increase in self-service rates and 10% reduction in contact time with live representatives can be achieved. You can watch TR AI Week session titled “The Magnificent Duo: Artificial Intelligence and Self Service” by Taner Timirci (Hepsiburada, Chief Operations Officer) and Selin Özbalmumcu (Sestek, Sales Manager for Turkey) for details.

Another milestone project is the virtual assistant named Selim, which developed by Sestek for KUVEYT TURK and used by their 2.4 million customers in 12 months, has reached a success worth mentioning in recognizing what is said (intent recognition rate) with an accuracy rate of 97%. Selim was able to answer 6.2 million questions from 2.4 million users in 12 months, and the rate of connecting KUVEYT TURK customers to live representatives decreases by 29%. For details, you can review the case study titled (ACCELERATING DIGITAL TRANSFORMATION WITH VIRTUAL ASSISTANTS).

At the end of the day, the digital world continues to flourish, with the growing data flow rates and the increasing amount of data we collect in the digital network. With the advancement in artificial intelligence and machine learning, bots are perfecting their ability to process the data in question. Considering that bot assistants can make a reservation for a hairdresser or in a restaurant without making the person they are talking feel they are communicating with a bot, (Google Assistant calling a restaurant for reservation), we can say that we are confidently moving towards a future where a bot, which is initially intended to be used in a certain area, can be easily adapted to work in different areas as its processing power, knowledge and capabilities improve. In a nutshell, bots are expanding the boundaries we set for them day by day. One can surmise that in near future we will be able to define a bot as “a tool that is able to chat as one of its unique and natural features”, and there will no longer be a need for a special name like “chatbot”. Moreover, in the not-too-distant future, thanks to the “unsupervised learning” capability, which we have already started talking about a lot, for example, a bot initially programmed for customer relations will be able to train itself with the knowledge it receives in that field and can serve beyond its original purpose such as a sales assistant bot or HR bot when needed.


Author: Çağrı Doğan, Accessible Products Consultant, Sestek


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.


Publish Date: November 11, 2021

2023 Buyers Guide Computer Telephony Integration

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.


Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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