Teneo.ai Leads the Future of Customer Service with the Launch of its AI-Driven, Generative AI-Powered Agentless Contact Center

Mon, Oct 21, 2024 10:31 CET

Revolutionizing customer service with AI-powered automation, managing 100% of the First Level Call Center tasks, while increasing customer satisfaction.

Teneo.ai, a leader in voice AI and customer service automation, today announced the launch of its Agentless Contact Center, powered by Generative AI and built on Microsoft Azure. This groundbreaking platform reduces operational costs by up to 60%, enhances scalability, and prepares enterprises for a future where 100% of Level 1 and 50% of Level 2 support is managed by digital agents.

The platform, enhanced by Teneo’s proprietary TLML™ technology and Generative AI, achieves over 95% accuracy in handling inquiries, while ensuring customer satisfaction with no wait times and instant responses.

The Future of Customer Service: Reducing Costs and Improving Efficiencies

Teneo.ai’s Agentless Contact Center is designed to meet the most pressing objectives of modern contact centers, including:

Reducing Staffing Costs: 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 Generative AI cost just $0.40 per call.

Containment and First Call Resolution: By automating 100% of Level 1 support and +50% of Level 2 support, Teneo.ai ensures customers are served quickly, without being transferred between agents.

No Wait Times: With real-time responses driven by Generative AI but without the latency and hallucination of typical LLM’s, customers can resolve their inquiries instantly, improving Average Handling Time and First Call Resolution Score.

Customer Satisfaction and Efficiencies: Automating routine and complex inquiries improves operational efficiencies, allowing subject matter experts to focus on the most specialized issues.

“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.”

Microsoft Azure Partnership: Enabling Scalability and Resilience

Built on the Microsoft Azure Cloud, the Agentless Contact Center provides unmatched scalability, allowing enterprises to handle dynamic call volumes and unpredictable demand. The containerized platform autonomously adjusts to the volume of interactions from 10’s to 1000’s per minute, ensuring optimal performance without manual intervention.

Meeting Core Contact Center KPIs with Generative AI

Teneo.ai’s platform addresses key performance indicators (KPIs) for contact centers by delivering:

Cost Per Call Reduction: Automating 80% of inquiries can reduce the cost per call from $2.70-$6.00 to $0.40, allowing companies to allocate resources to more strategic areas.

Response Time and Zero Wait Times: By ending waiting periods and automating responses through Generative AI, the platform drastically improves response times and ensures no wait times, meeting customers' expectations for immediate service.

First Contact Resolution (FCR): With a 95% FCR rate, Teneo.ai ensures that customers receive fast and accurate resolutions to their issues on the first interaction.

Access to Subject Matter Experts: While routine queries are handled by digital agents, more complex issues are escalated to Solution Teams or Subject Matter Experts (SMEs), ensuring that callers always speak to the right expert when needed.

Handling First and Second Level Contact Center tasks with Digital Agents

Teneo.ai’s Agentless Contact Center uses Generative AI to seamlessly handle 100% of Level 1 support and 50% of Level 2 support. This includes automating tasks such as:

Level 1 Support: Managing general product-related inquiries, simple troubleshooting, and FAQs entirely through digital agents, allowing customers to resolve their issues faster and more efficiently.
Level 2 Support: By leveraging the combined strengths of the Teneo post and pre processing deterministic approach and the orchestrated use of GenAI, the platform can now automate 50% of Level 2 support queries. This advancement means that only the most complex and advanced issues are escalated to senior professionals and Subject Matter Expert Teams.

This approach provides a more efficient use of human agents who focus on high-value tasks, reducing Average Handling Time (AHT) and ensuring smooth operations during call volume spikes.

Generative AI: Enhancing Scalability and Business Intelligence

Built on a self-scaling, containerized platform within the Microsoft Azure Cloud, the Generative AI-powered Agentless Contact Center adjusts autonomously to handle dynamic call volumes, ensuring businesses can scale to peak hour demands without increasing staffing costs.

Additionally, the platform provides real-time business intelligence by collecting and analyzing conversational data, giving organizations actionable insights that help optimize customer service strategies and improve performance metrics.

“This platform goes beyond immediate cost savings,” said Ottosson. “With Generative AI, businesses have the infrastructure to scale their customer service globally, optimize First Contact Resolution, and access business intelligence that ensures ongoing operational improvements.”

Transformative Benefits for Contact Centers

Teneo.ai’s Agentless Contact Center provides businesses with a range of transformative benefits, including:

Cost Efficiency: Businesses can achieve 60% savings by automating first and second-line support, freeing resources for more strategic tasks.
Higher Accuracy with Generative AI: Achieving over 95% accuracy as the Teneo patented deterministic Pre and Post Processing eliminates hallucinations (incorrect AI-generated responses) and enhances the reliability of customer interactions.
Faster Deployment: The platform has been fully deployed in millions of calls environments in 90 days, and first effects on Level 1 are evident after 30 days providing a fast ROI compared to legacy in-house systems.
Scalability: Building in one language and autonomously scaling to all needed combined with the capability of handling millions of interactions across those multiple languages per week, the platform ensures businesses are prepared for global expansion and unpredictable call surges.

Teneo with our partner Microsoft keeps up with the pace of change in AI and frees you to focus on your customer.

A Visionary Path Toward Fully Autonomous Contact Centers

Teneo.ai’s Agentless Contact Center marks a significant milestone on the path to fully autonomous customer service. As Generative AI evolves, the platform will continue to automate more complex interactions, driving greater efficiencies and improving customer satisfaction.

“While full automation may not happen overnight, the journey has already begun. Our platform is designed to automate first and second-line support today, while preparing businesses for a fully autonomous future,” added Ottosson. “We’re building the foundation for the next generation of customer service automation—smarter, faster, and more efficient.”

For further information, please contact:

Marie Angselius-Schönbeck - Chief Impact Officer, Teneo.ai
Email: marie.angselius@teneo.ai

About Teneo.ai

Teneo.ai is at the forefront of AI-driven automation for voice and text-based customer service. Our Teneo platform leverages cutting-edge Conversational AI, Generative AI, and Large Language Models to enhance the efficiency and effectiveness of customer interactions. We simplify Voice AI integration, ensuring a seamless experience that reduces losses in automated conversations and maximizes the value of existing technology investments.

Our innovative solutions help businesses expand their customer base, boost revenue, and reduce churn, enabling the realization of the Agentless Contact Center concept. This approach delivers tangible ROI through lower cost as contact center agents are freed to conduct higher value tasks, improved customer satisfaction (CSAT), first contact resolution (FCR), and call containment.

Proudly serving global leaders like AT&T, HelloFresh, Swisscom, and Telefónica, Teneo.ai has revolutionized customer service automation, directly automating up to 40% of operations and achieving up to 50% cost savings. Our patented technology integrates effortlessly with any Conversational AI, and contact center platform, supporting both chat and voice applications. This integration enhances critical metrics such as growth, FCR, CSAT, and Net Promoter Score (NPS), ensuring our clients achieve superior outcomes in customer service.

Learn more at www.teneo.ai.