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CEO Interview: Knovvu is the Beginning of a New Era for Sestek - Sestek - ContactCenterWorld.com Blog

CEO Interview: Knovvu is the Beginning of a New Era for Sestek

 

We already know that Sestek develops conversational AI solutions based on over 20 years of experience. After all this, Knovvu was born as a new fruit of this corporate expertise. So what was the insight behind creating such a brand?

In the field of customer experience, we know how important and difficult it is to provide the same quality of service in different channels for both the customer and the brand. In today’s customer service operations, quality means fast and accurate information. We, as Sestek, have been maintaining to produce solutions that can meet this need in our R&D centers for more than 20 years. Our aim with Knovvu is to consolidate all our solutions, which we have realized with this experience, under a single platform. While doing this, we continue to consider changing customer needs and developing new technologies.

Which changes take place in the field of Global Customer Service Automation, What trends do you observe that stand out? 

Today, customer interactions do not necessarily involve a live customer representative. Calls, inquiries and requests from customers; can be answered automatically through virtual assistants that can communicate in written and voice; so companies can improve in areas such as time, cost and efficiency. Furthermore, companies that correctly analyze incoming calls to customer service and orient their employees can make great improvements in customer experience. However, due to the high volume of calls, we think that it would be much more efficient if these analyzes were made by AI-based solutions instead of live employees.

AI-based solutions increase efficiency in customer experiences, sales and service operations, reduce costs and improve interaction between brands and customers. At this point, as Sestek, we step in and develop AI-powered products that companies can benefit from. As I mentioned above, we bring together these solutions on the Knovvu platform.

How Knovvu is designed to address emerging global trends?

We group our products on the Knovvu platform into 3 main categories: Virtual assistance, voice biometrics and interaction analytics. I would like to explain these concepts in brief details.

Virtual assistants today can answer one of four customer questions without the help of a live customer representative. Although this percentage may seem small at first glance, it means enormous savings and efficiency for a company that receives millions of customer calls.

With the technology of voice biometrics, a customer call can be shortened by approximately 20-30 seconds. Such a reduction per call represents a significant savings for call centers. This solution also provides a good experience for the customer, who goes through the security phase without being asked any additional security questions while talking to the representative and can find a quick solution to their query.

Finally, every customer call contains crucial insights that companies can use to improve their workflows. However, today, call centers cannot adequately analyze these calls due to time and human resource constraints. The technology of conversational analytics enables automation in this area, helping companies and their employees to uncover valuable insights.

We create value in these 3 areas with our AI-based solutions on the Knovvu platform.

Which services do you offer under the umbrella of Knovvu? In this sense, what are the points where you differ in the sector?

We bring together our services under 3 main headings on the Knovvu platform: Knovvu Virtual Agent, Knovvu Biometrics and Knovvu Analytics.

I would like to underline a few important points about Knovvu:

  1. Artificial Intelligence driven: Knovvu solutions are built on AI-powered technologies that will constantly learn the system they are involved in and improve themselves.
  2. Quick Response: Our users will have a faster response system than competing products in areas such as scenario editing, form design or instant reporting.
  3. Real-Time Performance: Instant improvements will be made in call center operations with sentiment analysis and instant notifications that allow real-time action to be taken in customer conversations.
  4. Simple and Easy Experience: Knovvu solutions are designed in such a way that users can easily understand and get maximum efficiency by revising the system without coding knowledge.
  5. Environment Independent Use: The Knovvu platform can be installed in the local environment of the institutions, or in all cloud (private or public) environments if desired.

 

What innovations and conveniences await a brand that cooperates with Knovvu?

As a customer interaction automation platform, Knovvu is positioned to serve industries with high customer interaction, such as retail, telecom, banking and insurance. Today, it is very important for companies that a solution enables central management, omni-channel access and can work in any local/cloud environment, and Knovvu comes to the fore with these features. The Knovvu platform enables better management of customer interactions with the help of automation.

What are the future goals of Knovvu?

Knovvu is the beginning of a new era for SESTEK. Our vision is to be a global technology company that improves the experiences of our business partners, their customers, and our own employees. I think we have come to a good point with what we have done in the last 20 years on this journey. Today, we serve more than 200 corporate clients in 16 countries.

To talk about our strategic goals, our primary objective is to expand our network in the global market. While doing this, we want to continue to deliver our products as software (SaaS) that can be accessed from the cloud environment to our current and potential business partners at home and abroad.

Last year, we started the company-wide DevOps transformation process. Thus, we have made our products in a way that can easily adapt to needs and innovations and respond quickly. At the end of the day, our goal is to make the lives of both our business partners and their customers easier by using artificial intelligence technology more and more efficiently in our solutions.

 

Author: Sestek Marketing Team, Sestek

Source: https://www.sestek.com/2022/07/knovvu-the-beginning-of-a-new-era-for-sestek/

Publish Date: July 6, 2022


2022 Buyers Guide Automation

 
1.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Sestek

Recent Blog Posts:
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
How to Deploy Successful Conversational AI ProjectsApril 1, 2021
Transformation of Driving Experience: Tips for Implementing Conversational AI in Automotive IndustryMarch 9, 2021

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