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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 Speech Technology

 
1.) 
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.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) 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.

4.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

6.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.) 
Medallia

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

10.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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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