sestek presentation 2014

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SPEECH AND COMMUNICATION TECHNOLOGIES INC. COMPANY PRESENTATION

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Page 1: Sestek presentation 2014

SPEECH AND COMMUNICATION TECHNOLOGIES INC.

COMPANY PRESENTATION

Page 2: Sestek presentation 2014

The Company

Foundation Year 2000

Number of Employees 47 (~30 R&D)

CEO Prof. M.Levent ARSLAN

Business Area Software and R&D

Revenue ~4 M USD.

Page 3: Sestek presentation 2014

Sectoral Position

Turkish Speech Technologies Market

Sestek Others

80%

SESTEK is the leader of Turkish speech technology market with: Best-in-class products Pioneering role in university-industry collaboration Unique patented technologies Strong references from leading companies

20%

2008 2009 2010 2011 2012

2008-2013 Revenue Increase

In 2012 SESTEK has been ranked among the fastest growing technology companies by Deloitte’s Fast50 and Fast500 programs for the fifth time consecutively since 2008.

Page 4: Sestek presentation 2014

Milestones

%20

Turkish TTS

Turkish TTS software for the visually impaired

Voice Verification implementation for GSM operator AVEA

Turkish Speech Analytics

Voice enabled telephone banking implementation

Speech Enabled Mobile Banking

2001 2013

Page 5: Sestek presentation 2014

Voice of the Customer Solutions

Productivity & Edutainment Solutions

Voice Biometrics Solutions

Customer Services Automation Solutions

Technology Solutions

Page 6: Sestek presentation 2014

SESTEK VOICE BIOMETRICS SOLUTIONS

Page 7: Sestek presentation 2014

Speech Enabled Password Reset

Verification On-the-Go

Vocal Passphrase

Speech Enabled Second Factor Authentication

Blacklist Identification

Mobile Device Authentication

Page 8: Sestek presentation 2014

Vocal Passphrase

Vocal Passphrase is a biometric identity verification system that enables secure access to call centers over the phone by creating individual voiceprints to authenticate callers by the characteristics of their voices.

Page 9: Sestek presentation 2014

Vocal Passphrase: Areas of Use

Telephone banking

E-commerce transactions

Customer services access

Credit card activation

Legal proceedings

Mobile applications

Personal computer protection

Password reset applications

Page 10: Sestek presentation 2014

Why Use Vocal Passphrase?

Improves customer experience and satisfaction with elimination of time-consuming traditional security measures such as PIN, password and challenge questions

It is the «only» biometric alternative for telephone

Provides cost advantages by reducing call durations

Improves security that results from uniqueness of human voice such as fingerprint and retina which combats fraud and identity theft successfully

Page 11: Sestek presentation 2014

Vocal Passphrase Features

One and only biometric security method for telephone transactions

Accuracy rate up to 98%

Passphrase with a single sentence

Company specific passphrase sentence

Web service integration

User voice adaptation

Detection of the background noise level

Language and accent independency

Easy integration with IVR platforms, back-end enterprise systems and databases

Extra security layer with Speech Recognition integration

Low false acceptance and false rejection rates

Sestek VP is designed to optimize an equal error rate of 2% for real operating environments

Mis

s p

rob

abili

ty

False accept

False reject

False alarm probability

Page 12: Sestek presentation 2014

Vocal Passphrase Usage Steps

1. Enrollment

My voice is my

password

My voice is my

password

My voice is my

password 1.Step.

2.Step.

3. Step.

VOICE PRINT IS CREATED

Page 13: Sestek presentation 2014

Vocal Passphrase Usage Steps

2. Authentication

NOW YOU CAN START SECURELY!

Page 14: Sestek presentation 2014

Automatic Noise Level Detection

SNR (Signal to Noise Ratio) 16 dB *Relatively noisy environment

Page 15: Sestek presentation 2014

SR Based Voice Activity Detection

We do not use energy (volume) based voice activity detection instead we search for the actual utterance where the pass phrase is spoken. SNR 37 dB

Page 16: Sestek presentation 2014

Vocal Passphrase Integration

Web Service

Page 17: Sestek presentation 2014

Vocal Passphrase Case Study 1: Avea Customer Services

Problem: AVEA used to apply challenge questions during identity authentication which resulted with increased call duration and customer dissatisfaction.

Solution: With SESTEK Vocal Passphrase integration, identities of customers are authenticated automatically via their voiceprints.

Result: Next to 2 million voiceprint enrollments have been realized by the system successfully. There is an average of 15 seconds reduction in call durations, which amounts to 250K USD annual savings.

Page 18: Sestek presentation 2014

Vocal Passphrase Case Study 2: DenizBank Call Center

First Vocal Passphrase project of Turkish banking industry is realized

Customers easily adopted the new technology

Customer satifaction increased as a result of decreased call duration

Page 19: Sestek presentation 2014

Vocal Passphrase References

Page 20: Sestek presentation 2014

More Voice Biometrics Solutions

Speech Enabled Password Reset

Verification On-the-Go

Speech Enabled Second Factor Authentication

Blacklist Identification

Page 21: Sestek presentation 2014

Speech Enabled Password Reset

Password reset is one of the routine IT tasks that consume time and energy of the help-desk staff. Speech Enabled Password Reset allows employees to reset their passwords using their voiceprint via any telephone. This self-service procedure is not only more practical and efficient but also more secure, since the verification is based on the person’s biometrics rather than some information.

Page 22: Sestek presentation 2014

Speech Enabled Password Reset Key Benefits

• Cost reduction via self-service

• Round-the-clock service liberated from the IT team availability

• Higher security due to automation and biometric verification

• Configurable security policies

• Better legislation compliance

• Better employee experience

• Scalability

• Instant ROI

Page 23: Sestek presentation 2014

Speech Enabled Second Factor Authentication

Many customers avoid using credit and debit cards due to real or imagined fraud risks. Speech Enabled Second Factor Authentication virtually eliminates all risks of fraud by authorizing specified transactions through voice biometrics. The moment customers initiate any transaction the system makes an outbound call to the user registered phone number for a voiceprint authentication. Even SMS verification can be risky in such cases where the cell phone and credit card is taken by a defrauder. Voice verification, however, cannot be faked.

Page 24: Sestek presentation 2014

Speech Enabled Second Factor Authentication

Key Benefits

• Higher security

• Increased trust in transactions and customer satisfaction

• High ROI

Page 25: Sestek presentation 2014

Verification On-the-Go

• Verification On-the-Go verifies a caller’s identity during the conversation. The technology is based on the comparison of the characteristics of the customer’s voice to the voiceprints in the database which are formed on-the-go without the requirement of a passphrase. The verification ratio is lower than the systematic Voice Verification, but it serves the needs of many application areas.

Page 26: Sestek presentation 2014

Verification On-the-Go

Basic Features

• Language, accent and content independence

• Integration with CRM, CTI and workstation

Key Benefits

• Fraud detection

• Enhance customer experience

• Decreased call duration & increased contact center efficiency

Page 27: Sestek presentation 2014

Blacklist Identifıcation

• Blacklist Identification is used by public security officials in order to identify individuals of interest for crime prevention. SESTEK Blacklist Identification system can enroll voiceprints of individuals under investigation and identify known individuals via their voice.

Page 28: Sestek presentation 2014

Blacklist Identification

Key Benefits

• Empowered investigation & crime prevention

• Secure communication in critical environments

Page 29: Sestek presentation 2014

Mobile Device Authentication

Key Benefits

• Mobile application of VB technology

• Productivity

Page 30: Sestek presentation 2014

SESTEK VOICE OF THE CUSTOMER SOLUTIONS

Page 31: Sestek presentation 2014

Speech Analytics

Customer Feedback

Quality Management

FCR Analytics

Social Media Analytics

Page 32: Sestek presentation 2014

Quality Management

Quality Management is one of the basic challenges of contact centers. SESTEK Quality

Management enables the evaluation of recorded customer interactions through

customizable evaluation forms. The technology addresses the need for maintaining

quality standards for contact center interactions and is therefore a key component of

achieving customer satisfaction.

Page 33: Sestek presentation 2014

Quality Management

Basic Features • Elaborate filtering options for specifying the most relevant interactions for

evaluation

• User-friendly interface

• Flexible, customizable and intelligent evaluation forms

• Rule-based interaction between evaluation form items

• Centralized administration and extensive role management

• Agent scorecards

• Rich and easy-to-use reporting interface and dashboards

• Speech Analytics integration

• FCR Analytics integration

Page 34: Sestek presentation 2014

Quality Management

Key Benefits • Quality assurance

• Enhanced customer satisfaction

• Operational excellence

Page 35: Sestek presentation 2014

Speech Analytics

SESTEK Speech Analytics transcribes the recorded audio to digital text & analyzes customer-agent interactions in call centers based on its Speech-To-Text and emotion detection technologies and reveals important insights by applying data mining methods.

Page 36: Sestek presentation 2014

Speech Analytics

Basic Features • Practical search engine

• Topic identification

• Separation of customer and agent speech

• Emotion detection

• Statistical comparison

• Quality Management and FCR Analytics integration

• Online module

• Trend analysis

• Comprehensive reporting features

Page 37: Sestek presentation 2014

Speech Analytics • Enables very efficient and elaborate

quality management through topic based and emotional filtering of all interactions.

• Eliminates the risk of negative conversations with the customers by pinpointing each and every inappropriate script usage as well as leveraging emotional parameters such as anger ratio, monotony, interruption, block speech and silence.

• Provides invaluable customer intelligence for customer experience enhancement, marketing and product management.

• Helps to increase first call resolution.

• Enables real time support with online module.

Page 38: Sestek presentation 2014

Speech Analytics Integration

IP INFRASTRUCTURE

Page 39: Sestek presentation 2014

Speech Analytics Case Study: Garanti Emeklilik Call Center

Problem: Increasing capacity of the call center made it difficult to evaluate interactions with manual analyses.

Solution: With the integration of Sestek Speech Analytics all call center interactions are automatically transcribed into digital text and analyzed.

MS CRM integration

Personal agent scorecards

Improved quality control

Personalized training programs

Page 40: Sestek presentation 2014

Speech Analytics Case Study: Garanti Emeklilik Call Center

Result: Increased Script Adherence

After the implementation of Sestek Speech Analytics;

the number of calls which lack information about hold procedures decreased by 88 %.

number of calls which lacked security procedures decreased by 72 %

the number of calls which lack asking availability decreased by 77%

Page 41: Sestek presentation 2014

Speech Analytics References

Page 42: Sestek presentation 2014

FCR Analytics

• First Contact Resolution (FCR) is one of the most critical key performance indicators in contact centers. It is measured as the rate at which customer issues are resolved during the first contact. It is demonstrated that repeating contacts for unresolved issues is among the foremost factors that evoke dissatisfaction in customers.

• SESTEK FCR Analytics helps measure FCR rate according to the customizable evaluation criteria. FCR analytics can be empowered with Speech Analytics topic identification feature to avoid misjudgment about multiple contacts within a given time period in which contacts are done for different purposes and therefore should not be called labeled-FCR.

Page 43: Sestek presentation 2014

FCR Analytics

Basic Features • Integrates data from ACD, CTI and Speech Analytics for the most accurate

• measurement.

• Applies FCR as a filtering option for Quality Management.

Key Benefits • Increases first call resolution rates.

• Enhances customer satisfaction.

• Increases efficiency through reducing repetitive calls.

Page 44: Sestek presentation 2014

Customer Feedback

SESTEK Customer Feedback is the most straightforward way to learn about your

customers� experience: Just ask the customers! The feedback can be right after the

interaction or any other time through any of the IVR, e-mail or SMS channels. The

feedback dialogue is customized according to the needs of the contact center and IVR

outbound calls can be interactive thanks to speech recognition capabilities. The result

is invaluable analytical data directly extracted from the voice of the customer.

Page 45: Sestek presentation 2014

Customer Feedback

Basic Features • User-friendly interface for configuring feedback messages • Elaborate features for customer feedback time planning • Multichannel feedback from IVR, e-mail or SMS • Advanced Speech Recognition features for interactive IVR dialogue • Text-to-speech features to used for increasing customer satisfaction by for example • announcing the customers name from the database

Key Benefits • Raised customer satisfaction • Increased customer loyalty • Invaluable insights for operational improvement • A direct control point for indirect quality evaluations • A holistic perspective over quality management • Learn what customers think about your organization, campaigns and product • Increased responsivity to customer needs

Page 46: Sestek presentation 2014

Social Media Analytics

In today�’s world, not all interactions are done by phone and interaction channels such

as social media, chat and web is taking its place in an increasing pace. SESTEK Social

Media Analytics actively keeps track of the web and helps construct a unified view

of multichannel customer interactions.

Page 47: Sestek presentation 2014

Social Media Analytics Basic Features • Real-time tracking and analysis of social

media • Manages company and competitor

analysis from its user-friendly interface • Sentiment analysis and classification of

the content • Statistics based on classified items • Automatic reply to social media

postings • Rich and comprehensive reporting

interface • Tag cloud view • Elaborate filtering options • Drill down feature

Page 48: Sestek presentation 2014

Social Media Analytics

Key Benefits • Hear the voice of the online customer • Capture invaluable customer intelligence • Gain insights in terms of market condition and

product reputation • Use analytics for competitive edge • Apply online public relations strategy

Page 49: Sestek presentation 2014

Speech Recognition

Automated Outbound Dialer

Text-to-Speech

Call Steering

Speech Enabled Auto Attendant

Mobile Assistant SDK

Page 50: Sestek presentation 2014

Text-to-Speech

Sestek TTS is the speech synthesis solution that vocalizes text in real time with clear and human-like way. Sestek TTS enables companies to tell their customers anything they need to hear by transforming any content into speech.

Page 51: Sestek presentation 2014

Text-to-Speech Basic Features

• Currently supports Turkish,

English, German, and Azerbaijani with male and female speaker options.

• New language options such as Arabic, Spanish, and Russian are on the way.

• Integrates with Voice XML, MRCP, Microsoft SAPI, and native (SESTEK) API and web service.

• Supports Windows, Windows CE, Linux, iOS and Android.

Page 52: Sestek presentation 2014

Text-to-Speech Key Benefits

• Enables companies to tell their customers anything

they need to hear by transforming any

• machine-readable content into speech.

• Helps companies to avoid unnecessary call transfers and assign agents for more important

• tasks.

• Ensures increased automation, reduced telecom costs and better customer experience.

• Provides practical solutions that make life easier such as talking ATMs, assistive applications

• for the disabled.

Page 53: Sestek presentation 2014

Text-to-Speech Demo

Turkish

English

German

Azerbaijani

Gül Melissa Annabella Ulviye

Sinan Daniel Johannes Murad

Ersin Athena Orkhan

Çiğdem

Levent

Premium

Premium

Page 54: Sestek presentation 2014

Text to Speech Case Study 1: Yapı Kredi Bank Talking ATM Project

Problem: Visually impaired people used to have problems with conventional ATMs while making transactions

Solution: ATMs began to ‘talk’ with Sestek TTS integration

Result: More than 150 ATMs were transformed to Talking ATMs with Sestek TTS integration

Page 55: Sestek presentation 2014

Text to Speech Case Study 2: Akbank Outbound IVR Project

Problem: Standard salutation and inability to read dynamic information of automated calls used to cause customer dissatisfaction

Solution: Sestek TTS was integrated with IVR system (outsource & in-house)

Result:

Personal calls

Raise in answered calls and attendance

Reading dynamic information in IVR systems

Page 56: Sestek presentation 2014

Text to Speech Integration Methods

TTS

MRCP

SAPI

iOS Android

Web Service-Cloud

Page 57: Sestek presentation 2014

Text-to-Speech References

Page 58: Sestek presentation 2014

Speech Recognition

SESTEK Speech Recognition identifies the spoken words and phrases and converts them to a machine-readable format. Common speech recognition applications include call routing, speech-to-text and voice dialing. The technology has a wide range of use and is effectively deployed in contact centers, IVR systems, mobile and embedded devices, dictation solutions and assistive applications.

Page 59: Sestek presentation 2014

Speech Recognition Basic Features

• Transforms complicated IVR menus to easy-to-use systems. • Enables users to provide open-ended input such as name of a person or city. • Provides an alternative for the customers who prefer to skip touch-tone menus and • connect to agents. • Has a high recognition accuracy rate as a result of its state-of-the-art acoustic model. • Integrates with Voice XML, MRCP, native (Sestek) API, and web service • Supports Windows, Windows CE, Linux, iOS and Android

Key Benefits

• Better customer service experience • Increased customer satisfaction • Decreased operational costs

Page 60: Sestek presentation 2014

Speech Call Steering

Traditional self-service systems have a complex menu maze which makes it hard for users to navigate through. Users are frustrated as a result of unfamiliar options and therefore may try to reach an agent by skipping the IVR menu. This common behavior results in a bad customer experience and also is a basic source of misrouted calls. SESTEK Call Steering provides practical and cost-effective method for call routing, which not only improves customer experience but also contributes to efficiency by reducing costs remarkably.

Page 61: Sestek presentation 2014

Speech Call Steering Basic Features • Enables customers to use their own words as if they are speaking to a live agent. • Understands the intent of the callers and asks more questions when further information

is needed. • Routes customers to the right self-service application or agent group accurately in fewer

steps. • Integrates with SOAP based web service. • Can be empowered by SESTEK Seamless Agent Feature for seamless and flawless

experience.

• SESTEK Seamless Agent Feature is a patented technology in which speech recognition is supported by live agents. Live agents are equipped with special tools that continuously support and train the artificial intelligence system. They cut in when a recognition error occurs and correct the error in the background before it reaches the customer. This provides a seamless and flawless experience just from the beginning and in a short period of time the need for live agents is minimized due to the perfection of the system.

Page 62: Sestek presentation 2014

Automated Outbound Dialer

Today companies use email, SMS and live agents to reach their clients. SESTEK Automated Outbound Dialer provides an alternative that is more interactive, cost efficient and practical. SESTEK Automated Outbound Dialer automatically calls a list of telephone numbers, conveys pre-recorded voice messages and starts a dialog with the responder. Based on a unique combination of text-to-speech and speech recognition technologies, SESTEK Automated Outbound Dialer not only conveys messages but also provides interaction and receives and reports the answers.

Page 63: Sestek presentation 2014

Automated Outbound Dialer

Key Benefits

• Automatizes outbound calls and provides interactive

communication. • Saves agent costs and provides remarkable ROI. • Provides control over the messages sent. • Enables multiple campaign management.

Page 64: Sestek presentation 2014

Speech Enabled Auto Attendant

SESTEK Speech Enabled Auto Attendant transfers callers automatically to an extension without the need of a human operator. The transfers can be done through a conventional IVR menu in which the caller presses keys for routing or with the help of speech recognition technology; callers can be transferred by speaking the name of the person they are calling.

Page 65: Sestek presentation 2014

Speech Enabled Auto Attendant

Basic Features • Enables users to send voicemail. • Provides detailed reports about the telephone traffic. • Integrates with Microsoft Exchange Key Benefits • Efficient call management • Professional business image • Elimination of missing calls • Cost effective solution

Page 66: Sestek presentation 2014

Mobile Assistant SDK

SESTEK Mobile Assistant SDK transforms mobile applications to virtual assistants which can be controlled by voice. With the integration of text-to-speech and speech recognition technologies Mobile Assistant SDK enables easy-to-use applications. With speech recognition technology users control the application by speaking instead of navigating through multiple menus and with TTS technology the need for reading is eliminated by the vocalization of the menus and texts in the application.

Page 67: Sestek presentation 2014

EMBRACE TECHNOLOGY WITH YOUR VOICE

THANK YOU!