{"id":987689,"date":"2025-10-22T10:08:48","date_gmt":"2025-10-22T10:08:48","guid":{"rendered":"https:\/\/mshcreative.online\/fgs-yazilim\/?page_id=987689"},"modified":"2026-03-05T13:03:22","modified_gmt":"2026-03-05T10:03:22","slug":"ai-agent-ai-analytics","status":"publish","type":"page","link":"https:\/\/www.fgs.com.tr\/en\/urunler\/ai-agent-ai-analytics\/","title":{"rendered":"AI Agent \/ AI Analytics"},"content":{"rendered":"
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FGS AI Agent & AI QA \u2013 AI-Powered Communication and Quality Assessment Platform<\/span><\/h1>

FGS AI Agent<\/span><\/h2>

FGS AI Agent<\/span>, by combining natural language processing (NLP), speech recognition (STT), and speech synthesis (TTS) technologies, it provides customers natural, intelligent and interactive<\/span> It offers a communication experience.
It supports your call center agents, reduces customer wait times, and lowers operating costs.<\/p>

Supported Channels<\/span><\/h3>

\ud83d\udcde Telephone:<\/span> IVR and ACD integration
\ud83d\udcac Chat:<\/span> Webchat, WhatsApp, Telegram
\ud83d\udde3\ufe0f Voicebot & Chatbot:<\/span> Synchronous speech
\ud83d\udd04 CRM and QA integrations<\/span><\/p>

Key Features<\/span><\/h3>

1\ufe0f\u20e3 Real-Time Conversational AI<\/span><\/h4>

With its STT (Speech-to-Text) + NLP layer, it instantly analyzes speech, identifies intent, and generates solutions.<\/p>

\u201c"Hello, can I get some information about my bill?"\u201d
\ud83e\udde0 \u2192 AI Agent understands: Invoice inquiry request<\/em>
\ud83d\udd01 \u2192 It retrieves information from the CRM and responds: \u201cYour last invoice amount is 312.75 TL.\u201d<\/p><\/blockquote>

2\ufe0f\u20e3 Omnichannel Support<\/span><\/h4>

It integrates all interactions managed via phone, webchat, email, and social media into a single infrastructure.
AI Agent maintains conversational integrity across channels, ensuring a seamless user experience.<\/p>

3\ufe0f\u20e3 Knowledge Base Integration<\/span><\/h4>

AI Agent connects to the organization's knowledge base and generates immediate responses.
Moreover learning from human agents (reinforcement learning)<\/span> His talent constantly improves.<\/p>

4\ufe0f\u20e3 AI QA & Speech Analytics Integration<\/span><\/h4>

AI Agent automatically analyzes the conversations:<\/p>

  • Emotion and satisfaction analysis<\/p><\/li>

  • Main topic identification<\/p><\/li>

  • Agent performance report<\/p><\/li><\/ul>

    5\ufe0f\u20e3 Hybrid Support Mode<\/span><\/h4>

    In simple scenarios, the AI manages the interview; in complex situations, it automatically hands it over to a live agent.
    The conversation continues uninterrupted; the customer doesn't have to wait.<\/p>

    Benefits \/ Value Proposition<\/span><\/h3>
    Area<\/span><\/th>FGS AI Agent Contribution<\/span><\/th><\/tr><\/thead>
    Customer Experience<\/span><\/td>%45 daha h\u0131zl\u0131 \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc<\/td><\/tr>
    Operating Cost<\/span><\/td>%30\u2019a kadar tasarruf<\/td><\/tr>
    Accessibility<\/span><\/td>24\/7 uninterrupted service<\/td><\/tr>
    Quality<\/span><\/td>The same standard in every meeting.<\/td><\/tr>
    Productivity<\/span><\/td>Real-time KPI and error analysis<\/td><\/tr><\/tbody><\/table><\/div><\/div>

    Areas of Application<\/span><\/h3>

    • Call centers (Inbound & Outbound)<\/p><\/li>

    • Customer service support lines<\/p><\/li>

    • Banking, insurance, cargo and telecommunications services.<\/p><\/li>

    • Public information hotline systems<\/p><\/li>

    • Self-service customer portals<\/p><\/li><\/ul>

      Technical Specifications<\/span><\/h3>
      Feature<\/span><\/th>Explanation<\/span><\/th><\/tr><\/thead>
      STT Engine<\/span><\/td>OpenAI Whisper \/ Google Speech \/ FGS Speech<\/td><\/tr>
      NLP Engine<\/span><\/td>GPT-4 + Turkish language model<\/td><\/tr>
      TTS Engine<\/span><\/td>ElevenLabs \/ Azure Speech<\/td><\/tr>
      API Integrations<\/span><\/td>CRM, ERP, IVR, QA, Analytics<\/td><\/tr>
      Redundancy<\/span><\/td>%99.9 uptime garantisi<\/td><\/tr>
      Security<\/span><\/td>AES-256, JWT authentication, GDPR compliant infrastructure.<\/td><\/tr><\/tbody><\/table><\/div><\/div>

      Integration Ecosystem<\/span><\/h3>

      FGS AI Agent works in full integration with the following FGS AI modules:<\/p>

      \ud83e\udde0 AI QA<\/span> \u2013 Interview quality assessment
      \ud83d\udcc8 Speech Analytics<\/span> \u2013 Speech and emotion analysis
      \u260e\ufe0f AI IVR \/ ACD<\/span> \u2013 Intelligent navigation engine
      \ud83d\udcca AI CATI<\/span> \u2013 Automated search management<\/p>

      Reporting and Dashboard<\/span><\/h3>

      Access live metrics via the admin panel:<\/p>

      • Number of active and completed conversations<\/p><\/li>

      • Average resolution time<\/p><\/li>

      • Sentiment scores<\/p><\/li>

      • AI-agent takeover rate<\/p><\/li>

      • Daily performance graphs<\/p><\/li><\/ul>

        KPIs Updated in real time<\/span> And PDF, Excel, or API<\/span> It can be exported in this format.<\/p>

        Security and Compliance<\/span><\/h3>

        • Data processing compliant with KVKK and GDPR.<\/p><\/li>

        • Role-based access control<\/p><\/li>

        • AES-256 data encryption<\/p><\/li>

        • On-premise or cloud deployment option.<\/p><\/li>

        • ISO 27001 certified infrastructure<\/p><\/li><\/ul>

          FGS AI QA \u2013 Transform Your Quality Assessment Process with AI<\/span><\/h2>

          FGS AI QA<\/span>, It automatically listens to, analyzes, and evaluates all customer interactions, whether through calls, chat, or email.
          The system learns from the ratings given by human QA specialists and improves consistency.
          By evaluating hundreds of interviews in seconds. saving both time and money.<\/span> provides.<\/p>

          Key Added Values<\/span><\/h3>

          • Automatic & objective evaluation<\/p><\/li>

          • Real-time KPI monitoring<\/p><\/li>

          • AI-powered feedback<\/p><\/li>

          • Customizable form structure<\/p><\/li>

          • Calibration support for the QA team.<\/p><\/li><\/ul>

            Main Features<\/span><\/h3>

            1\ufe0f\u20e3 AI-Powered Automatic Scoring<\/span><\/h4>

            Each call is analyzed by AI based on parameters such as tone, empathy, procedure, and quality of solution. Rating out of 100<\/span> It is done.
            The system improves its model based on your QA team's past scores. (machine learning based calibration)<\/em>.<\/p>

            2\ufe0f\u20e3 Customizable Evaluation Forms<\/span><\/h4>

            Create forms specific to a department, campaign, or channel.
            Add weights to the criteria, define dynamic question flows.<\/p>

            Examples of KPIs:<\/span><\/p>

            • Greeting standard<\/p><\/li>

            • Tone of communication<\/p><\/li>

            • Resolution time<\/p><\/li>

            • Script compatibility<\/p><\/li>

            • Customer satisfaction score<\/p><\/li><\/ul>

              3\ufe0f\u20e3 Automatic Sampling (Sampling Engine)<\/span><\/h4>

              It creates a balanced set of evaluation criteria by performing automatic or stratified sampling from all calls.
              It operates with random, targeted, or emotion-based selection modes.<\/p>

              4\ufe0f\u20e3 Real-Time Calibration Panel<\/span><\/h4>

              When multiple auditors rate the same interview, the system calculates the variance. Calibration consistency reports.<\/span>
              It provides synchronous analytics using WebSocket infrastructure.<\/p>

              5\ufe0f\u20e3 Advanced Reporting and Dashboard<\/span><\/h4>

              Access KPIs, agent, team, and date-based metrics from a single screen.
              It offers detailed analytics such as score trends, error distribution, and low-performing criteria.<\/p>

              Main Benefits<\/span><\/h3>
              Area<\/span><\/th>Learning Outcome<\/span><\/th><\/tr><\/thead>
              Truth<\/span><\/td>\u0130nsan hatalar\u0131n\u0131 %85\u2019e kadar azalt\u0131r<\/td><\/tr>
              Productivity<\/span><\/td>10 times faster evaluation process<\/td><\/tr>
              Consistency<\/span><\/td>Equal scoring across all forms.<\/td><\/tr>
              Analytical Power<\/span><\/td>Tracking quality trends with advanced visuals.<\/td><\/tr>
              Objectivity<\/span><\/td>Unbiased evaluation with artificial intelligence.<\/td><\/tr><\/tbody><\/table><\/div><\/div>

              Module Integrations<\/span><\/h3>

              AI QA works integrated with all of FGS's AI modules:
              \ud83d\udd17 Speech Analytics<\/span> \u2192 Interview content & sentiment analysis
              \ud83d\udd17 AI CATI<\/span> \u2192 Research call quality measurement
              \ud83d\udd17 AI IVR \/ ACD<\/span> \u2192 Direct call routing tracking
              \ud83d\udd17 AI Agent<\/span> \u2192 Human + AI blended quality monitoring
              \ud83d\udd17 CRM \/ HR<\/span> \u2192 Performance and training recommendations<\/p>

              Technical Specifications<\/span><\/h3>
              Feature<\/span><\/th>Explanation<\/span><\/th><\/tr><\/thead>
              Backend<\/span><\/td>FastAPI + PostgreSQL<\/td><\/tr>
              AI Engines<\/span><\/td>OpenAI GPT-4, Whisper, BERT<\/td><\/tr>
              Data Analytics<\/span><\/td>Pandas + Plotly + Redis cache<\/td><\/tr>
              Session Management<\/span><\/td>JWT Auth + Role-based access<\/td><\/tr>
              Storage<\/span><\/td>AWS S3+ GDPR compliant backup<\/td><\/tr>
              API Integration<\/span><\/td>CRM, Speech, QA, CATI, BI Tools<\/td><\/tr><\/tbody><\/table><\/div><\/div>

              Security and Compliance<\/span><\/h3>

              • Fully compliant with KVKK & GDPR.<\/p><\/li>

              • AES-256 data encryption<\/p><\/li>

              • Database hosted within T\u00fcrkiye<\/p><\/li>

              • Role-based authorization (Supervisor \/ QA \/ Admin)<\/p><\/li>

              • Audit log system<\/p><\/li><\/ul>

                Dashboard Views<\/span><\/h3>

                1. QA Home Page:<\/span>
                  Total number of evaluations, average score, number of active auditors, and pending forms are all available on a single screen.<\/p><\/li>

                2. QA Dashboard:<\/span>
                  Score distribution and trend chart views supported by graphs.<\/p><\/li>

                3. Reports:<\/span>
                  Dynamic report filters, PDF\/Excel export.
                  Scheduled report feature enables automatic report generation.<\/p><\/li><\/ol>

                  Areas of Application<\/span><\/h3>

                  • Call center quality teams<\/p><\/li>

                  • Outsource customer service companies<\/p><\/li>

                  • B2C customer support operations<\/p><\/li>

                  • Bank, telecommunications, energy, e-commerce support lines.<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t

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                    \r\n\r\n \r\n
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                    \r\n

                    <\/i> FGS AI Agent & AI QA \u2013 AI-Powered Communication and Quality Assessment Platform<\/h1>\r\n

                    \r\n FGS AI Agent<\/span>, It combines natural language processing (NLP), speech recognition (STT), and speech synthesis (TTS) technologies to provide customers with a natural, intelligent, and interactive communication experience. It supports your call center agents, reduces customer wait times, and lowers operating costs.\r\n <\/p>\r\n <\/div>\r\n

                    \r\n \"FGS\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
                    \r\n

                    <\/i> Supported Channels<\/h2>\r\n
                    \r\n
                    <\/i>

                    Phone
                    IVR and ACD integration<\/small><\/p><\/div>\r\n

                    <\/i>

                    Chat
                    Webchat, WhatsApp, Telegram<\/small><\/p><\/div>\r\n

                    <\/i>

                    Voicebot & Chatbot
                    Synchronous speech<\/small><\/p><\/div>\r\n

                    <\/i>

                    CRM & QA
                    Integrations<\/small><\/p><\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n

                    \r\n
                    \r\n
                    \r\n

                    <\/i> Key Features<\/h2>\r\n

                    1\ufe0f\u20e3 Real-Time Conversational AI<\/h3>\r\n

                    With its STT (Speech-to-Text) + NLP layer, it instantly analyzes speech, identifies intent, and generates solutions.<\/p>\r\n

                    \ud83e\udde0 \u201cHello, can I get some information about my bill?\u201d \u2192 AI Agent: \u201cYour last bill amount was 312.75 TL.\u201d<\/blockquote>\r\n

                    2\ufe0f\u20e3 Omnichannel Support<\/h3>\r\n

                    It integrates phone, webchat, email, and social media interactions into a single infrastructure, providing a seamless experience.<\/p>\r\n

                    3\ufe0f\u20e3 Knowledge Base Integration<\/h3>\r\n

                    It connects to the organization's knowledge base, learns from human agents, and improves with each interaction.<\/p>\r\n

                    4\ufe0f\u20e3 AI QA & Speech Analytics Integration<\/h3>\r\n
                      \r\n
                    • <\/i> Emotion and satisfaction analysis<\/li>\r\n
                    • <\/i> Main topic identification<\/li>\r\n
                    • <\/i> Agent performance report<\/li>\r\n <\/ul>\r\n

                      5\ufe0f\u20e3 Hybrid Support Mode<\/h3>\r\n

                      In simple scenarios, the AI manages the conversation; in complex situations, it hands it over to a live agent, ensuring the chat continues uninterrupted.<\/p>\r\n <\/div>\r\n

                      \r\n \"AI\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
                      \r\n

                      <\/i> Benefits \/ Value Proposition<\/h2>\r\n
                      \r\n
                      Area<\/span><\/div>
                      FGS AI Agent Contribution<\/span><\/div>\r\n
                      Customer Experience<\/div>
                      %45 daha h\u0131zl\u0131 \u00e7a\u011fr\u0131 \u00e7\u00f6z\u00fcm\u00fc<\/div>\r\n
                      Operating Cost<\/div>
                      %30\u2019a kadar tasarruf<\/div>\r\n
                      Accessibility<\/div>
                      24\/7 uninterrupted service<\/div>\r\n
                      Quality<\/div>
                      The same standard in every meeting.<\/div>\r\n
                      Productivity<\/div>
                      Real-time KPI and error analysis<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
                      \r\n
                      \r\n
                      \r\n

                      <\/i> Areas of Application<\/h2>\r\n
                        \r\n
                      • <\/i> Call centers (Inbound & Outbound)<\/li>\r\n
                      • <\/i> Customer service support lines<\/li>\r\n
                      • <\/i> Banking, insurance, cargo and telecommunications services.<\/li>\r\n
                      • <\/i> Public information hotline systems<\/li>\r\n
                      • <\/i> Self-service customer portals<\/li>\r\n <\/ul>\r\n <\/div>\r\n
                        \r\n \"Areas\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
                        \r\n

                        <\/i> Technical Specifications<\/h2>\r\n
                        \r\n
                        Feature<\/span><\/div>
                        Explanation<\/span><\/div>\r\n
                        STT Engine<\/div>
                        OpenAI Whisper \/ Google Speech \/ FGS Speech<\/div>\r\n
                        NLP Engine<\/div>
                        GPT-4 + Turkish language model<\/div>\r\n
                        TTS Engine<\/div>
                        ElevenLabs \/ Azure Speech<\/div>\r\n
                        API Integrations<\/div>
                        CRM, ERP, IVR, QA, Analytics<\/div>\r\n
                        Redundancy<\/div>
                        %99.9 uptime garantisi<\/div>\r\n
                        Security<\/div>
                        AES-256, JWT authentication, GDPR compliant infrastructure.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
                        \r\n

                        <\/i> Integration Ecosystem<\/h2>\r\n
                        \r\n
                        <\/i>

                        AI QA<\/p><\/div>\r\n

                        <\/i>

                        Speech Analytics<\/p><\/div>\r\n

                        <\/i>

                        AI IVR \/ ACD<\/p><\/div>\r\n

                        <\/i>

                        AI CATI<\/p><\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n

                        \r\n
                        \r\n
                        \r\n

                        <\/i> Reporting and Dashboard<\/h2>\r\n
                          \r\n
                        • <\/i> Number of active and completed conversations<\/li>\r\n
                        • <\/i> Average resolution time<\/li>\r\n
                        • <\/i> Sentiment scores<\/li>\r\n
                        • <\/i> AI-agent takeover rate<\/li>\r\n
                        • <\/i> Daily performance graphs<\/li>\r\n <\/ul>\r\n <\/div>\r\n
                          \r\n \"Dashboard\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n \r\n
                          \r\n
                          \r\n
                          \r\n

                          <\/i> Security and Compliance<\/h2>\r\n
                            \r\n
                          • <\/i> Data processing compliant with KVKK and GDPR.<\/li>\r\n
                          • <\/i> AES-256 data encryption<\/li>\r\n
                          • <\/i> On-premise or cloud deployment option.<\/li>\r\n
                          • <\/i> ISO 27001 certified infrastructure<\/li>\r\n <\/ul>\r\n <\/div>\r\n
                            \r\n \"Security\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n<\/section>\r\n\r\n