In this engaging episode of the Voicebot Podcast, hosted by Brett Kinsella, join Sarah Rojewski, Telefónica’s AI and Automation Manager in Germany, and Patrick Esslinger, the co-founder of VUI Agency, as they share the inspiring story of Aura. This platform is redefining the customer experience, offering valuable insights into the latest developments in AI and automation.
Embarking on a Journey: Crafting a User-Friendly Customer Support Ecosystem
In 2018, a groundbreaking vision took shape. It was a vision to craft a customer service that speaks your language, understands your needs, and meets you where you are. This dream birthed Aura, a collaborative endeavor that has raised the bar in omnichannel contact center services, showcasing Telefónica’s innovative spirit and Teneo’s technological expertise.
The Milestones: A New Dawn in Conversational IVR
Join us as we recount Aura’s milestones, the pillars of this transformative platform:
- A remarkable 6% increase in IVR resolution rate, showcasing efficiency and innovation.
- Handling over 900K calls and 200K text requests monthly, illustrating Aura’s dominant presence in the customer experience landscape.
- Developing over 400 generic and 20 personalized use cases, opening a world of untapped opportunities.
A Symphony of Transformation: The Aura-Teneo Partnership
Delve deeper into the Aura-Teneo partnership, a collaboration that has transformed the customer support landscape:
- Before: A realm craving personalized and efficient customer support.
- After: An impressive 70% engagement rate on web portals, stepping towards a vibrant omnichannel contact center experience.
The Canvas of Impact: Creating a Legacy in Customer Experience
Today, Telefónica stands proud, having realized a dream with Teneo’s assistance, managing nearly a million voice-based requests monthly, a testament to the revolutionary spirit of conversational IVR solutions.
Looking Ahead: Imagining a Future of Unmatched Customer Experience
As we approach a new frontier, the Aura platform promises a future where every interaction transcends service to become a relationship, a connection, a gateway to boundless possibilities.
Be Part of the Transformation
As we stand on the cusp of a new era, we cordially invite you to experience the platform powered by Teneo. Here, you can discover an omnichannel contact center future that not only meets expectations but surpasses them. Teneo goes beyond merely solving problems; it excels at foreseeing them, providing a comprehensive solution to your needs.
🌟 Join us for a free trial or demo. Experience customer satisfaction through personalized services that create transformative connections.
Dive deeper into the transformative journey of Telefónica with our detailed case study.
