Teneo Introduces Agent Contact Center to Automate More Calls with GenAI

"Can industries ever achieve a future in which human agents aren't exclusively needed to provide quality customer support?"

Well, maybe. Or, maybe not. Nevertheless, many platforms are getting closer to automating every single basic call (and even a healthy portion of more complex inquiries, to boot).

In this vein, voice AI and customer service automation solutions provider Teneo.ai recently announced the launch of its Agentless Contact Center, powered by generative artificial intelligence (GenAI) and built on Microsoft Azure. The company stated that the platform "can reduce operational costs by up to 60%, enhance scalability, and prepare enterprises for a future where 100% of Level 1 and 50% of Level 2 support can be managed by digital agents."

Teneo.ai also noted that its new platform (which is enhanced by its proprietary TLML technology and GenAI) achieves "over 95% accuracy in handling inquiries" while ensuring customer satisfaction with no wait times and instant responses.

The platform provides compelling cost savings; in its announcement, Teneo noted that the cost of traditional human-handled calls ranges from $2.70 up to $5.60 per call, while automated calls managed by Teneo.ai’s GenAI solution cost just $0.40 per call. There are benefits to the customer experience, as well. With an automated platform, customers are served quickly, without being transferred between agents or waiting on hold, two factors that lead to an erosion of customer satisfaction.

The company noted that since its new solution is built on the Microsoft Azure Cloud, it provides a high level of scalability, allowing enterprises to handle dynamic call volumes and unpredictable demand. The containerized platform autonomously adjusts to the volume of interactions from tens to thousands of calls per minute, ensuring optimal performance without manual intervention.

“As contact centers worldwide prioritize reducing staffing costs and improving operational efficiency, our Agentless Contact Center delivers automation that not only cuts costs but enhances customer experiences through generative AI,” said Per Ottosson, CEO of Teneo.ai. “This platform automates 100% of the tasks in the First Level of a Contact Center and 50% of Level 2, freeing human agents to handle more specialized tasks while ensuring fast, reliable service.”