Interview about Ender Turing SaaS, winner of the A' Interface, Interaction and User Experience Design Award 2023
Ender Turing AI speech analytics helps medium and large companies to transform their customer service from a cost center to a profit center. The platform automatically analyses calls, live chats, and emails in 24 languages. Ender Turing's solution provides meaningful insights from 100% of interactions with customers in Contact Centers. Key benefits Review 100% of conversations Immediate scoring of conversations and direct feedback to agents Individual agent’s dashboard for self-training and developing essential skills Tags and triggered notifications for fast and accurate issue-solving
View detailed images, specifications, and award details on A' Design Award & Competition website.
View Design DetailsIt all started with recognizing the gaps in traditional call centers — like inefficient processes and missed opportunities to improve customer satisfaction and sales conversion rates. We focused on building practical AI tools like real-time speech recognition and agent assist to make life easier for agents and deliver better outcomes for customers. Working closely with users and refining the solution along the way helped us create something that truly works. Winning the Bronze A' Design Award is a great acknowledgment of that effort.
The decision to focus on specific metrics came from conversations with call center supervisors and other management roles who shared their biggest challenges — like tracking agent performance, spotting trends early, and ensuring customer satisfaction in real time. We identified the most common pain points and aligned the dashboard with actionable data, like customer sentiment, average handling time, agent adherence, etc. The goal was to give supervisors the insights they need without overwhelming them.
We tackled this challenge by combining advanced natural language processing models with language-specific customizations. Each language required careful tuning to account for nuances like tone, context, and cultural differences. Collaboration with native speakers and leveraging multilingual datasets ensured we captured sentiment accurately. Continuous testing and feedback loops helped refine the models, ensuring consistency in analysis and scoring across all 24 languages.
The self-coaching prescriptions were designed by focusing on actionable insights tailored to individual agents. Using AI-driven analysis of conversations, we identified key areas for improvement, such as communication tone, adherence to scripts/internal procedures, or resolution strategies. The system delivers concise, specific feedback along with the best examples, making it easy for agents to understand and act on.
One of the biggest challenges was creating a scorecard system that was both highly customizable for different use cases and easy to use. Early versions were not ideal, which we discovered through user testing. We simplified the design by introducing templates and easy configurations while ensuring advanced users could still access deep customization options and automations. Regular feedback cycles with supervisors helped fine-tune features like updates, weight adjustments, and accuracy measurement to make the system both powerful and user-friendly.
The 20-fold increase in call scoring speed achieved by Ender Turing SaaS is the result of a combination of advanced technical and design optimizations. By leveraging AI-driven automation through natural language processing (NLP) and machine learning, much of the scoring process is pre-handled, significantly reducing manual workload. This is paired with user-centric interface designs that streamline workflows and minimize friction for reviewers. Additionally, optimized batch processing and cloud-native scalability ensure efficient handling of large volumes of calls with minimal lag. Together, these elements deliver remarkable performance improvements without compromising accuracy or usability.
Ender Turing SaaS’s interface was designed to balance simplicity and depth. For non-technical users, we focused on clean layouts, clear language, and pre-configured options that require minimal setup. User testing with diverse groups helped refine the interface, ensuring it works intuitively for supervisors and analysts alike while still delivering powerful, AI-driven insights seamlessly.
End user insights played a pivotal role in shaping Ender Turing SaaS by driving the development of intuitive interfaces and practical features. Feedback highlighted pain points in workflows, leading to simplified navigation, faster access to key functions, and automation where possible. These conversations ensured the platform addressed real-world needs, balancing ease of use with robust capabilities tailored to users' priorities.
We see Ender Turing SaaS evolving into advanced predictive models that not only highlight issues but also proactively suggest solutions before they escalate. On the agent side, we’re focusing on AI-driven assistance that enables agents to perform at their peak levels without lengthy training. Additionally, we’re building a dedicated dashboard for C-level executives, providing direct, real-time access to customer insights. This eliminates the need to wait for lengthy reports, empowering faster, data-driven decision-making.
Organizations have achieved remarkable transformations by leveraging Ender Turing SaaS's real-time insights and automation. For example, a financial services client reduced average handling time by 20% through AI-driven agent assistance, boosting efficiency and allowing agents to focus on upselling opportunities. Similarly, a healthcare provider utilized Ender Turing to analyze conversions into appointments, resulting in an 8% revenue increase across its entire chain of clinics. These outcomes showcase how actionable insights and streamlined processes can transform call centers into strategic growth drivers.
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