Teneo.ai Announces Implementation of its Technology by a Fortune 500 Company

Al-powered automated conversation platform Teneo.ai recently announced the adoption of its technology by a large client, an unnamed Fortune 500 company. The organization is using Teneo.ai to further orchestrate services like Genesys Contact Center, ChatGPT and CLU, allowing it to build a Virtual Contact Center Agent that can handle a significant percentage of customer inquiries. The client company’s virtual agent answers the phone, understands why a customer is calling, gathers information from internal systems, and works to resolve the customer's issue. In cases in which escalation is required, the virtual agent sends all relevant gathered information to a live human agent.

This system was initially built in English and "has provided significant cost savings and better tNPS scores for the company," according to Teneo. Traditionally, deploying this in other languages would require a project to perform localization and resources fluent in the target languages. But thanks to the latest LLM models, the implementation team has made that method obsolete. The solution harnesses auto-translation capabilities and, after just two weeks of continuous improvement, now performs at the level of English in 36 additional languages.

Teneo also noted that its solution allows up to 40% of support and sales calls to be managed fully without human intervention. The solution can even be deployed on top of existing technologies such as Poly.ai, Nuance, Cognigy, Lex, or Kore.ai and integrates with Sprinklr, Genesys and Amazon Connect out of the box.

In a recent test, Teneo surpassed all competitors and exceeded human-level performance with over 95% accuracy, according to the company, delivering near-perfect response precision, which can be added to any Conversational AI platform.

“Not taking into account the effects on customer satisfaction (thus churn and revenue), the cost per automated call is reduced by $5.60. With millions of calls, the cost-saving potential is substantial,” said Patrik Rosenberg, Global Vice President of Customer Sales and Engagement at Teneo.ai.