Ender Turing offers real-time analytics on voice and digital conversations to improve customer experience in contact centers. The platform provides AI-based solutions for quality assurance, agent performance management, and business insights.

Ender Turing

Ender Turing | 734 followers on LinkedIn. We inspire enterprises to provide exceptional service and sales
with speech AI technologies in call center | Speech Analytics
Automatic Speech Recognition
Data Science
Data Analysis
Machine Learning
Deep Learning

Serial entrepreneur, energy efficiency, startup mentor

Ivo Remmelg

Software Developer at Ender Turing

Vadym Zabiiaka

Entrepreneur and business angel

Sven Kotke

Investisseur/BA

Samuel Dewavrin

Easy access to medical services and staying profitable - this is what the healthcare C-level is thinking about. Disappointment can come from both sides. Patients often struggle to see doctors due to limited availability, while clinics miss out on income because there are not enough patient visits. The root cause is a mismatch between doctors' schedules and patient demand. We’d like to show how a proactive call center team and AI Speech Analytics can bridge this gap and boost conversion from a call to an appointment by 9%: https://bit.ly/3AjnXh3 #cx #speechanalytics #scheduling #callcenterautomation

Save 34% on the quality monitoring budget while boosting FCR, CSAT, and SLA. It may sound like magic, but Gen AI QA automation and Speech Analytics in call centers are transforming critical business processes and the whole organization. In the OTP Bank Customer Experience case study, we explore: - Automated call categorization and how much agent time it saves; - Call avoidance detection and the key metrics behind it; - Automated monitoring and evaluation of 100% conversations; - A self-training module that enables agents to learn and get feedback instantly. Learn more: https://bit.ly/4hspQZB #customerexperience #cx #bankingcx #callcenter #speechanalytics

✅ Excellent customer service is key in the highly competitive food retail business. Industry players closely monitor metrics like CSAT and NPS. But let’s talk about how NPS surveys can mislead business owners. NPS surveys are typically conducted in two ways: 🔸 Using voice bots to ask customers to rate their experience. 🔸 Sending automatic service quality surveys after a call. The problem? These methods provide very selective results. Many people ignore the calls or don’t respond to the surveys. As a result, companies end up with NPS data from only about 10-15% of their customer base. We can change the approach and start gaining deeper insights into customers' experiences by identifying individual customer CSAT: https://lnkd.in/gJmtZcjJ

We continue discussing Conversational AI and its role in the broader AI landscape. $11.93 billion 😱 —that's how much experts estimate the Conversational AI market will be worth by the end of 2024. Not a tiny amount of money, isn’t it? Driven by advancements in AI, NLP, and machine learning, this technology is transforming CX, customer service, and sales across industries. Together with Eugene Iosifov , let’s explore the most captivative moments of the phenomenon of conversational artificial intelligence as it marches around the planet: ➡ Its growth drivers; ➡ The challenges it brings; ➡ The leading players and their followers; ➡ The machine learning models and other technologies behind Conversational AI. Read more here: https://bit.ly/4bgIT4E

Have you noticed the chaos 🌪 in Gen AI terminology used in the field of enhancing conversations? You might hear terms like “conversational AI solution” or “conversation AI.” Some say “conversational intelligence,” while others say “conversation intelligence.” AI Assistants, Speech Analytics, Summarization AI, Virtual Agent, Agent Assist, Knowledge AI, Voice bots, AI copilots…🤖 🤖 🤖 What a mess! As this new and rapidly developing technology evolves, its terminology struggles to keep up. The terms are not yet established, and new details constantly emerge. Even the technology's founders are often confused by the terminology. The keyword to clarify things here is automation. Let’s break all terms down into three main groups and dive into each one: ▶ Human-Machine Communication instead of Human-Human Communication ▶ Empowering Humans with AI Assistance in Human-Human Communication ▶ Post-Conversation Automation Read more about each group in our recent article: https://lnkd.in/gbAgAf64

A contact center agent spends 4️⃣ seconds selecting and filling out a category for each customer conversation. For every 100 agents, a whopping 267 hours per month are dedicated to the call categorization process. Despite this, most companies struggle with poor data from call categorization: ❗ The data lacks sufficient detail to draw any useful conclusions. ❗ Manual selection of call categories leads to a large number of errors ❗ 30 to 60% of calls fall into the "Other" category; therefore, such data cannot be analyzed. Because of this, many organisations refuse to categorize calls at all, being aware of minimal value and agent time consumption. However, quality call categorization is essential for business, and it serves as: ✅ A crucial element for improving customer service and customer experience. ✅ A game-changer for boosting sales and revenue. ✅ The foundation for root cause analysis in improving operations. Let’s talk about: 1️⃣ Designing an effective list of conversation topics. 2️⃣ Building different kinds of analytics based on call categorization data. 3️⃣ Enhancing Customer Service and CX using the derived analytics. 4️⃣ Leveraging sales and revenue through accurate call categorization. 😃 Register to learn more: https://lnkd.in/gK5h2k5E

Call avoidance is on top of mind in Contact centers 📣 . 👀 130+ attendees watched our webinar on the topic. Let us share all the materials we crafted based on our experience with contact center leaders. Scroll through the carousel and find links to the article and the webinar recording in the comments 😎 . #speechanalytics #callcenterlife #callcenters #qualitymanagement #callcenteragent

CCW2024, Berlin, 27-29 February - Meet Olena iosifova , Ender Turing, and jtel GmbH , our partner in DACH, to gain a generative AI perspective on how to enhance customer and agent experiences across phone, email, and chat. ↘ Hall 4, Stand B2 ☑ Complimentary tickets —> check the comments. CCW Berlin #callcenterlife #callcenters #contactcentre #contactcentersolutions #customerexperience #ccw2024

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Ender Turing

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