AI TOOL PROFILE
SESTEK Speech Analytics: Conversational AI for Contact Centers
- Customer Support
- Analytics and Reporting
- Contact center managers
- Enterprise customer support teams
- Banking and financial services
- Telecom operators
- Insurance providers
Pricing
Pricing was not clearly available from the provided evidence. Buyers should confirm current pricing on the vendor website.
At a glance
- Best for
- Contact center managers, Enterprise customer support teams, Banking and financial services, Telecom operators, Insurance providers
- Key use cases
- Automating Banking Transactions, Customer Authentication, Regulatory Compliance Monitoring, Multilingual Customer Support, Agent Performance Optimization
- Official website
- Visit SESTEK Speech Analytics official website
How AI is used
SESTEK is a conversational automation platform that uses speech recognition, text-to-speech, and natural language processing to help contact centers manage customer interactions. The company provides a suite of products under the Knovvu brand, including virtual agents and real-time agent guidance.
It is designed for enterprise operations in the banking, telecom, insurance, and e-commerce sectors. The platform is built to convert voice and text data into insights and provide automation for routine customer inquiries.
Capabilities include voice biometrics for customer authentication and automated quality management to score agent performance. The software supports a hybrid NLP and LLM architecture and can be deployed on-premise, in a public cloud, or in a private cloud.
Buyers should confirm which deployment model fits their security requirements and whether the supported languages align with their customer base.
Key Features
Speech Recognition
Converts spoken language to text with a reported accuracy rate of approximately 97-98%.
Text-to-Speech
Generates voice interactions in over 40 languages.
Voice Biometrics
Supports customer authorization in real time by monitoring voice parameters.
Automated Quality Management (AQM)
Monitors and scores customer-agent interactions to evaluate performance objectively.
Conversational IVR
Uses AI to guide customers through phone menus using natural speech.
Agent Copilot & Real-Time Guidance
Provides agents with information and alerts during live calls to help resolve issues.
Virtual Agents
Deploys AI-driven bots across voice, chat, SMS, and WhatsApp to handle routine inquiries.
Use Cases
Automating Banking Transactions
Using virtual agents and conversational IVR to handle common banking inquiries without requiring a live agent.
Customer Authentication
Implementing voice biometrics to verify customer identities to help reduce call authorization duration.
Regulatory Compliance Monitoring
Analyzing all customer conversations to help ensure agents adhere to industry regulations and scripts.
Multilingual Customer Support
Using a virtual translator to support customers in multiple languages within a call center.
Agent Performance Optimization
Using interaction analytics to identify bottlenecks and provide agents with objective feedback.
FAQ
What does SESTEK Speech Analytics do?
- It converts voice interactions into text and analyzes them to provide insights into customer intent and agent performance, supporting the monitoring of all calls.
Can SESTEK be deployed on-site for security reasons?
- Yes, the software supports multiple deployment options including on-premise, public cloud, and private cloud.
Which industries is SESTEK designed for?
- It is primarily designed for high-volume contact center environments in banking, insurance, telecom, retail, and BPO verticals.
Source category: Customer Support
Source subcategory: Analytics & Reporting
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