Using Teneo.ai, a Fortune 500 Company Solved the Multinational Pain Point of Serving Customers in

STOCKHOLM - July 4, 2024 - PRLog -- Using Teneo.ai to orchestrate AI services like Genesys Contact Center, ChatGPT, and CLU, the company has built a Virtual Contact Center Agent. This Contact Center Agent answers the phone, understands why a customer is calling, gathers information from internal systems, and resolves the customer's issue. If this is not possible, it sends all gathered information to a live agent.

This system was initially built in English and has provided significant cost savings and better tNPS scores. Traditionally, deploying this in other languages would require a project to perform localization and resources fluent in the target languages. Thanks to the latest LLM models, the implementation team has made that method obsolete. Their solution was auto-translation, which took five days and, after a mere two weeks of continuous improvement, now performs at the level of English in 36 additional languages.

The solution can 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.

"Not taking into account the effects on customer satisfaction and thus churn and revenue, but just looking at costs, the cost per automated call is reduced by $5.60. With millions of calls, the cost savings are substantial," said Patrik Rosenberg, Global Vice President Customer Sales and Engagement at Teneo.ai.

The quick expansion from English to 36 more languages in less than 5 days is made possible through the intent accuracy in natural language understanding enabled by Teneo's proprietary technology, TLML™ (https://www.teneo.ai/blog/using-tlml-for-advanced-ai-to-e...). TLML can be used together with any LLM (Large Language Model) and Conversational AI platform to increase accuracy to +95% to boost ROI and contact center automation.

Key Benefits and Verified Results Using Teneo with ChatGPT for Customer Service:

• Boost Accuracy to +95%: In a recent test (https://www.teneo.ai/learning-hub/whitepapers/customer-ex...), Teneo surpassed all competitors and exceeded human-level performance with over +95% accuracy, delivering near-perfect response precision, which can be added to any Conversational AI platform.
• Unparalleled Call Containment: Achieved 85% containment rates, drastically reducing the need for human agents and eliminating repeat calls.
• Significant Cost Reduction: Reduced Average Handling Time (AHT) by 2 minutes per interaction, enabling reinvestment into critical business areas.
• Scalable Language Management: Seamlessly manages millions of calls across 86 languages without the high costs of peak staffing.
• LLM Orchestration and Cost Efficiency: Integrates with any Large Language Model (LLM) and cuts costs by up to 98% using Stanford's Frugal GPT methodology.
• Security and Compliance: Meets stringent GDPR, EU AI Act, and ISO 27001 standards, ensuring robust data protection.