sestek presentation 2014
DESCRIPTION
Voice Speech Technologies VendorTRANSCRIPT
SPEECH AND COMMUNICATION TECHNOLOGIES INC.
COMPANY PRESENTATION
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.
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.
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
Voice of the Customer Solutions
Productivity & Edutainment Solutions
Voice Biometrics Solutions
Customer Services Automation Solutions
Technology Solutions
SESTEK VOICE BIOMETRICS SOLUTIONS
Speech Enabled Password Reset
Verification On-the-Go
Vocal Passphrase
Speech Enabled Second Factor Authentication
Blacklist Identification
Mobile Device Authentication
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.
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
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
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
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
Vocal Passphrase Usage Steps
2. Authentication
NOW YOU CAN START SECURELY!
Automatic Noise Level Detection
SNR (Signal to Noise Ratio) 16 dB *Relatively noisy environment
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
Vocal Passphrase Integration
Web Service
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.
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
Vocal Passphrase References
More Voice Biometrics Solutions
Speech Enabled Password Reset
Verification On-the-Go
Speech Enabled Second Factor Authentication
Blacklist Identification
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.
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
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.
Speech Enabled Second Factor Authentication
Key Benefits
• Higher security
• Increased trust in transactions and customer satisfaction
• High ROI
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.
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
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.
Blacklist Identification
Key Benefits
• Empowered investigation & crime prevention
• Secure communication in critical environments
Mobile Device Authentication
Key Benefits
• Mobile application of VB technology
• Productivity
SESTEK VOICE OF THE CUSTOMER SOLUTIONS
Speech Analytics
Customer Feedback
Quality Management
FCR Analytics
Social Media Analytics
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.
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
Quality Management
Key Benefits • Quality assurance
• Enhanced customer satisfaction
• Operational excellence
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.
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
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.
Speech Analytics Integration
IP INFRASTRUCTURE
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
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%
Speech Analytics References
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.
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.
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.
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
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.
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
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
Speech Recognition
Automated Outbound Dialer
Text-to-Speech
Call Steering
Speech Enabled Auto Attendant
Mobile Assistant SDK
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.
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.
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.
Text-to-Speech Demo
Turkish
English
German
Azerbaijani
Gül Melissa Annabella Ulviye
Sinan Daniel Johannes Murad
Ersin Athena Orkhan
Çiğdem
Levent
Premium
Premium
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
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
Text to Speech Integration Methods
TTS
MRCP
SAPI
iOS Android
Web Service-Cloud
Text-to-Speech References
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.
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
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.
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.
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.
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.
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.
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
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.
EMBRACE TECHNOLOGY WITH YOUR VOICE
THANK YOU!