In an era where digital interactions dominate, voice communication is making a powerful comeback. With nearly 70% of customer support interactions in America still occurring via phone according to TechRadar, it’s clear that voice remains a preferred channel—especially for Generation Z, who demand conversational, human-like engagement.
But here’s the twist: today’s winning voice strategies are not powered by human agents alone—they’re led by Voice AI, designed for Total Call Containment. At Teneo.ai, we believe the future of customer service lies in combining voice automation with Agentic AI that can think, act, and deliver at scale.
What Is Total Call Containment?
Total Call Containment means resolving a customer’s issue entirely through AI Automation—with no handoff to a live agent. It’s the holy grail of voice automation and the key to unlocking massive gains in efficiency, satisfaction, and cost savings.
But here’s the challenge: achieving this level of automation requires precision. As we emphasized during our keynote at Genesys Xperience 2025 last week, containment without comprehension is just containment. That’s why 99% accuracy in voice interactions isn’t just a benchmark—it’s a requirement.
Our clients, including a major software leader and global healthcare innovator Medtronic, have achieved near-total containment by using our LLM-powered voice orchestration platform. In doing so, they’ve saved costs, scaled operations, and—most importantly—built trust with their customers.
Voice AI That Understands Context, Emotion, and Regulation
What sets Teneo.ai apart is our multi-LLM architecture and deep integration into enterprise ecosystems. Our platform doesn’t just transcribe calls—it understands context, complies with industry security regulations and adapts to emotional cues, making it ideal for regulated industries like healthcare.
Take Medtronic as an example: they began with a narrow use case and now use Voice AI for everything from internal HR queries to supporting patients with life-critical devices. Thanks to Agentic AI, their voice bots don’t just provide answers—they deliver empathy and accuracy at scale.
The Power of Agentic AI in Voice Automation
Teneo.ai’s approach is built around Agentic AI—autonomous agents that don’t just follow scripts but understand user intent, interact with backend systems, and respond with nuance.
This is made possible with our Teneo platform which introduces:
- AI Agent Builders to customize workflows
- Generative AI-powered annotations to refine intent detection
- Seamless integration with Genesys, acting as the cognitive layer for intelligent routing and resolution
This orchestration ensures that every customer call is handled with intelligence, speed, and empathy—whether it’s about a broken modem or a life-saving medical device.
Integrating with Genesys: Intelligence Without Blind Spots
Through our integration with Genesys, Teneo.ai brings the best of both worlds: the stability and scalability of traditional telephony with the flexibility of modern Voice AI.
Our platform doesn’t just plug in—it becomes the cognitive brain of the voice channel, coordinating across CRMs, databases, and AI agents. The result? No visibility lost. No data silos. Just accurate, compliant, human-like service.
Voice Is Back, Smarter Than Ever
As we look ahead, Voice AI isn’t just a channel anymore. It’s the frontline of customer experience, and Total Call Containment is the strategy that separates digital leaders from laggards.
With Agentic AI, enterprises no longer must choose between efficiency and empathy. At Teneo.ai, we’re helping brands win in voice by delivering fully contained, emotionally intelligent, and regulation-ready support—at scale.
If you’re ready to close the gap and lead the charge in total voice automation, we’re here to help.
Howard Leary II
AI Solutions Architect at Teneo. Curious, strategic, and human-centered on a mission to bridge the gap between people and machines, one interaction at a time.