- OpenQuestion is created from millions of positive customer interactions. It solves the customer frustration of navigating through complex menu systems. This means that customers are connected quickly to the right live agent.
- The solution deploys in only 60 days. Furthermore, it can reduce call misrouting by 90% in contact centers, compared to traditional keypad navigation.
- Likewise, by implementing OpenQuestion, a contact center can realize an average saving of 8% of minutes spent on the phone.
Artificial Solutions, the enterprise AI product provider for contact centers, announced today the launch of its voice and conversational IVR solution, OpenQuestion. The new offering transforms the way companies interact with their customers. OpenQuestion provides faster and more efficient customer service through natural language conversations.
OpenQuestion is a SaaS-based voice solution powered by Teneo. It optimizes call routing in contact centers, leading to improved Telephone Experience (TX) and reduced operating costs for enterprises. The solution can be rapidly deployed and after only 60 days. In addition, it reduces call misrouting by 90% compared to traditional keypad navigation.
OpenQuestion tackles the user experience pain points felt with traditional keypad call routing (IVR). These include call abandonment, random button pushing to reach a human and caller frustration before reaching an agent. According to research by ContactBabel, 42% of customers interacting over the phone are upset before they even get to a person.
Enhancing the Telephone Experience (TX)
“We have all been there. We call up an organization with a specific question and we are hit with a tree of options which require full concentration to choose right. And in fact, most people do not choose correctly and end up in the wrong place. Consumers still want to interact with human agents to resolve customer service inquiries. Therefore, brands must put an end to inefficient call handling through the use of OpenQuestion,” said Per Ottosson, CEO of Artificial Solutions. “Voice is still the preferred choice for users interacting customer service. Hence, consumers will increasingly expect phone support to work efficiently when they interact with brands.”
With OpenQuestion, callers are asked what their enquiry is regarding. Then, they respond to this in natural language before the solution directs them to the most relevant agent. As a result, the experience, speed, and accuracy of the call routing process are enhanced.
Besides the welcoming Telephone Experience (TX), OpenQuestion is easy for a small team to implement and maintain. This is something that the industry has been struggling with for other voice-based solutions.
OpenQuestion can be integrated with existing contact center systems by the customer or through experienced partners. Additionally, it is available to organizations worldwide.
Brand Refresh for Teneo.ai
The new website Teneo.ai showcases both OpenQuestion and Teneo. There you will find information about the product’s powerful capabilities. This includes its ability to support natural language conversations in multiple languages, handle complex queries, and integrate with a wide range of business systems.
Teneo is a leading product in the industry. The new website and our brand refresh reflects our continued commitment to delivering innovative and intuitive technology to our customers.
Marie Angselius Schönbeck, CMO at Artificial Solutions.
Read about how Telefónica, Swisscom and other leading brands use OpenQuestion.
OpenQuestion is easy to implement, out-of-the box and easy to connect. It only takes 60 days to implement it. Furthermore, it eliminates misrouting by 90%. In short, it saves 8% of your Contact Center costs.
For more information about teneo.ai, please visit the website or contact per.ottosson@teneo.ai.
About Teneo.ai
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 powered by 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 💜 from Teneo.ai, a brand from Artificial Solutions.
Learn more at www.teneo.ai.