Magnificent 7 Global Technology Company Achieves $22M Monthly ROI
Discover how one of the world's largest software companies and Magnificent 7 technology leader transformed 7 million monthly customer interactions with 99% accuracy using Teneo AI Agent.
99% Accuracy • Total Call Understanding 90% • $22M Monthly Savings • 42 Languages
Lightning-Fast Deployment
Achieved complete transformation in just 10 weeks with Teneo AI Agent handling complex customer inquiries across order management, technical support, billing, and account services.
The rapid deployment delivered immediate ROI with human-like conversation capabilities that exceeded all performance expectations.
Unprecedented Accuracy
Reached 99% accuracy rate while maintaining 90% Total Call Understanding, dramatically outperforming human agents.
The system reduced transfer rates from 37% to under 10%, eliminating customer frustration and creating seamless experiences that reflect the company's innovation leadership in the technology sector.
Global Scale Achievement
Expanded from English-only to 42 languages in record time using advanced LLM technology.
Auto-translation implementation required only 5 days, enabling worldwide deployment while maintaining consistent performance across all markets and customer segments.
The Results
Teneo Relieved the Contact Center From the Pressure of Customer Enquiries
$7M
Monthly Calls Handled
10 weeks
Implementation Time
37% to 10%
Transfer Rate Reduction
$5.60
Cost Reduction Per Call
99%
Accuracy Rate
90%
Total Call Understanding
Following the launch of Teneo AI Agent, the results have been remarkable:
Enhanced Agent Performance
The solution also helped the company to improve live agent metrics. Teneo AI Agent collected information from customers related to their issues and presented it to the live agents, minimizing the need for customers to repeat themselves.
Future Expansion
The company is taking advantage of Teneo AI Agent's scalability to expand it into another proof of concept, a solution that services the company's high-priority commercial customers for one of their flagship products.
Customer Satisfaction
Ultimately, the sophisticated interaction delivers what customers come to expect from this global technology leader, embodying their state-of-the-art identity.
Total Call Understanding
Total Call Understanding measures the AI system's comprehensive ability to grasp not just the surface-level request, but the full context, intent and nuances of each customer interaction. This holistic metric goes beyond traditional containment rates by evaluating the depth of comprehension that enables truly effective resolution.
Download this Case Study
Get the complete analysis of how this Magnificent 7 technology leader achieved unprecedented ROI with AI contact center automation. Includes detailed metrics, implementation roadmap, and strategic insights.
The client’s decision to select Teneo.ai is a strong proof point that we deliver the best-in-class capabilities.
Per Ottosson
CEO, Teneo.ai
The Challenge
Struggling with a problematic system that consistently routed inbound tech support calls to the wrong agent and failed to understand the intent of customers, this global technology leader faced a significant issue with its automated voice system.
Operational costs of the company's contact centers were increasing while customers became frustrated with long wait times and failures to find resolutions.
Key Problems:
- Wrong Agent Routing: Calls consistently directed to inappropriate agents
- Poor Intent Recognition: System failed to understand customer needs
- Increased Operational Costs: Rising expenses with declining performance
- Customer Frustration: Long wait times and unresolved issues
- Resource Drain: Seven months required to address core system issues
- Reputation Risk: Unacceptable experience for a technology leader
The implementation of the company's first solution was supposed to improve customer experience and reduce costs, yet it did the complete opposite. The system placed a significant drain on resources as efforts to resolve core issues took as long as seven months to address.
Considering the organization's internationally acclaimed reputation as a technology leader, the experience that customers were having proved to be unacceptable. As a result, a new technology was sought to wipe the slate clean and deliver upon the standards that the company demanded of its customer service.
The Solution
For the tech giant, the decision of which new technology to invest in was critical. It could not afford to make the same mistake twice by selecting a product that caused more problems than it solved. The decision to adopt Teneo AI Agent from Teneo.ai proved to be the perfect solution to all the company's problems.
Following a rapid 10-week deployment process, the brand new system was pushed live, with improved results instantaneously recorded.
Once the company was routing 100% of its flagship product calls through Teneo, they saw agent transfer rates drop from 37% to under 10%. Teneo also saved agent call time by referring 55% of callers to the web resources. Leaders in the company’s contact center were ecstatic to see these results.
The Power of
Teneo
We help high-growth companies like Telefónica, HelloFresh and Swisscom find new opportunities with our technology.
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