Swisscom´s IVR using Teneo.ai Wins Connect Award for Outstanding Customer Service
Wins best Customer Service Experience in Switzerland, Austria and Germany and establishes itself as the best mobile hotline provider in German-speaking countries.
Artificial Solutions, www.teneo.ai, a leading innovator in the field of artificial intelligence (AI) is proud to announce that its client, Swisscom, has won the prestigious Connect Award for its exceptional AI-driven IVR and customer service. Swisscom, a leading Swiss telecommunications provider, has implemented OpenQuestion, an AI solution that has significantly improved its customer service experience.
The Connect Award put network operators in Switzerland, Austria, and Germany to the test in a three-country comparison. With 296 testers contacting the hotlines for existing customers over a period of several weeks, the service test evaluated the quality of statements, availability, waiting time, speech dialog system (IVR), and friendliness of customer service representatives. Swisscom´s IVR was the only IVR that received the maximum result, with 15 out of 15 points.
Swisscom's OpenQuestion, built on the Teneo platform, covers four languages: German, Italian, French, and English. Over the past two years, Swisscom has rapidly expanded and scaled OpenQuestion to create new products and services while constantly increasing the complexity of its solutions. This has led to one of the best customer experiences within the telecommunication industry, as the combination of machine and human support provides Swisscom customers with an outstanding level of engagement over the phone.
With an overall score of 466 points, Swisscom secured the top spot among hotlines from Switzerland, Austria, and Germany, establishing itself as the best mobile hotline provider in German-speaking countries. This achievement demonstrates the effectiveness of Artificial Solutions' OpenQuestion in enhancing customer service experiences and driving positive results for Swisscom.
For further information, please contact:
Marie Angselius-Schönbeck, Chief Impact Officer
Email: marie.angselius@artificial-solutions.com
About us:
Our vision is a world without queues, without keypad navigation, with instant service. We’re proud to transform the customer experience for hundreds of millions of consumers around the world, powering millions of interactions every day across our enterprise client base.
Our customers replace traditional phone keypad-based menus with welcoming, short, and precise full sentences – OpenQuestion. The solution is based on our award-winning SaaS-platform Teneo. Which runs across 86 languages and dialects and is fully integrated with call center and contact center systems. Teneo.ai, Teneo and OpenQuestion are registered brands by Artificial Solutions.
With love from Teneo.ai, a brand from Artificial Solutions.
Learn more at www.teneo.ai.