SESTEK Overview
SESTEK is a leading provider of AI-powered conversational automation solutions, specializing in speech recognition, natural language processing (NLP), and voice biometrics. Here’s an overview of their products and key features:
Product Overview
SESTEK’s solutions are designed to enhance customer service operations by leveraging advanced AI technologies. The company, founded in 2000 and recently acquired by Unifonic in 2022, serves over 500 enterprise clients across 20 countries.
Solution Suites
SESTEK offers three primary solution suites:
Conversational AI
This suite helps companies automate customer processes using AI. Key products include:
- Virtual Assistants: AI-driven assistants that automate customer interactions.
- Chatbots: Automated systems for text-based customer interactions.
- Voice IVR Systems: Interactive Voice Response systems for call centers, enabling human-like interactions using NLP.
Conversational Analytics
This suite focuses on analyzing customer-agent and customer-bot conversations to provide insightful data. Key features include:
- Speech and Text Analytics: Analyzing conversations to understand customer issues and improve customer experience.
- Agent Performance Analytics: Evaluating agent performance metrics such as silence duration, monotonicity, and interruption.
Conversational Biometrics
This suite utilizes voice biometrics for secure and efficient customer authentication. Key products include:
- Active and Passive Authentication: Using the human voice as a security feature to provide faster and safer services.
Key Features
Speech Recognition
- High Accuracy: SESTEK’s speech recognition engine boasts a 97% accuracy rate in real-world environments.
- Real-Time Transcription: Transcribes speech in real-time, providing immediate insights.
- Speaker Identification: Identifies and separates speakers in multi-speaker environments (diarization).
- Language Support: Supports multiple languages and can adapt to different accents.
Advanced Analytics
- Sentiment Analysis: Analyzes customer sentiment in real-time without user involvement.
- Emotion Detection: Detects emotions expressed during customer interactions.
- Keyword Spotting: Identifies specific keywords within conversations.
- Contextual Understanding: Provides context to conversations, enhancing the accuracy of analytics.
Integration and Deployment
- Multi-Channel Recognition: Supports recognition across various communication channels.
- API Integration: Allows seamless integration with other systems and platforms.
- Cloud-Agnostic Deployment: Can be deployed both on-premises and on cloud environments.
Security and Compliance
- Data Security: Ensures data security and compliance with standards such as ISO 27001, ISO 27002, ISO 27004, ISO 9001, and GDPR.
Additional Capabilities
- Custom Vocabulary: Allows for the creation of custom vocabularies to cater to specific business needs.
- Noise Reduction: Enhances speech recognition accuracy by reducing background noise.
- Punctuation Insertion: Automatically inserts punctuation into transcribed text.
- Interactive Voice Response (IVR): Integrates with call center systems to improve customer interactions.
SESTEK’s solutions are designed to increase efficiency, automate customer processes, and provide insightful data to improve customer experiences, all while ensuring high security and compliance standards.