SESTEK Speech Recognition

SESTEK Speech Recognition is a solution designed to provide accurate and efficient speech recognition capabilities for businesses. According to the vendor, this product offers a wide range of applications such as transcription, voice assistants, call analytics, and more. It is intended for small to large enterprises in various professions and industries including contact centers, customer service, banking and finance, e-commerce, as well as public safety and emergency services.

Key Features

Conversational IVR: According to the vendor, this feature enables human-like interactions with IVR systems using Natural Language Processing (NLP). Customers can state their inquiries in plain language, eliminating the need for touch-tone menus and providing a natural and intuitive experience.

Banking Bot: The vendor states that this feature automates simple banking transactions, such as money transfers and credit applications, without the need for live agents. Customers can execute banking transactions 24/7, potentially increasing self-service rates and improving operational efficiency.

Collection Bot: According to the vendor, this feature automates debt collection processes using Speech Recognition (SR) and Natural Language Processing (NLP) technologies. It provides personalized payment arrangements for customers through a natural dialogue interface, potentially freeing up agent time and improving debt collection efficiency.

E-commerce Helpdesk: The vendor claims that this feature automates e-commerce order management processes, such as providing order status information and assisting with returns. It aims to improve customer satisfaction by offering instant replies to common queries, potentially increasing self-service rates and optimizing resource allocation.

WhatsApp Customer Service: According to the vendor, this feature enables businesses to communicate with customers 24/7 through the WhatsApp Business platform. It provides instant replies to customer inquiries and deploys chatbots for immediate responses, potentially extending customer service beyond working hours.

Virtual Translator: The vendor states that this feature detects and translates spoken languages in multilingual call centers, breaking down language barriers. It aims to enable effective communication between customers and call center agents in real-time, supporting a wide range of languages and accents.

Customer Authentication: According to the vendor, this feature uses voice biometrics technology to authenticate customers and identify fraudsters in seconds. It aims to replace traditional authentication methods with a more secure and convenient process, potentially reducing costs and improving customer experience.

Agent Verification: The vendor claims that this feature verifies agent identity in call centers, especially for remote agents. It uses voice biometrics technology to securely authorize agents anywhere they work, providing seamless and secure access to sensitive customer information.

Interaction Analytics: According to the vendor, this feature analyzes all customer interactions (voice or text) to gain insights into customer issues, behavior trends, and agent performances. It aims to monitor 100% of interactions, providing actionable insights to optimize agent performance and improve customer satisfaction.

Advanced Quality Management: The vendor claims that this feature streamlines the quality management process at contact centers. It monitors and scores 100% of customer-agent conversations based on script adherence, acoustic indicators, and emotional features. It aims to provide objective evaluation of agent performance and automate the scoring process for improved efficiency.