Teneo Hybrid AI
Hybrid AI that is as Flexible as AI and as Controlled as Your Business
Teneo Hybrid AI blends powerful LLMs with deterministic logic, business rules and memory so you can automate complex conversations with 60% total call containment, without losing control of outcomes.
99% conversational accuracy with enterprise guardrails
Tens of millions in annual savings at scale
Go live in in 10 days with a proven enterprise grade framework
— Hybrid AI Playbook:
How to achieve 60% total call containment and save millions
Struggling with rising call volumes, stretched teams and a native bot that only handles simple FAQs?
Get our battle tested Hybrid AI Playbook to see how enterprises are:
Moving from 20 percent containment to 60 percent and beyond
Cutting support costs by tens of millions per year
Turning their contact center into a strategic asset
Real Conversations.
Real Results.
Inspired by real customer journeys, this journey shows how Teneo Hybrid AI agents understand intent, follow rules and connect to backend systems to resolve complex requests in one seamless conversation.
Hybrid AI Total Call Containment
Achieve around 60% containment with your AI Agents on your top call drivers by resolving customer queries inside a single interaction, not across multiple escalations.
Unmatched Accuracy with Guardrails
Mitigate hallucinations and reach 99% accuracy in intent and entity detection by combining LLM understanding with structured flows, validation steps and rules.
ROI You Can Actually Calculate
Replace expensive human handled calls that cost over 6 dollars each with automated interactions that cost 0.40 cents. For high volume contact centers, that can translate into more than 32 million dollars in annual savings.
Hybrid Control in a Single Conversation
Blend AI and rules in one place. Let AI handle flexible language while deterministic steps keep key actions predictable, auditable and compliant.
Why Hybrid AI Matters Now
LLMs are impressive but using them unsupervised in production creates structural limitations that translate into costly business risks.
LLM limitations:
- Trained on public knowledge, not your internal data
- Knowledge capped by model training date
- Stateless by default, so no real memory or continuity
- Susceptible to hallucinations when information is unclear
- Cannot trace or justify answer sources
- Unable to fetch or update data in other systems without orchestration
- Added latency when every turn hits a reasoner model
- Prompt hacking/injection
Business risks that follow:
- Poor customer experience from inconsistent or incorrect answers
- Inaccurate responses that can violate policies or mislead customers
- Uncontrolled cost growth from repeated model calls
Hybrid AI exists to eliminate these risks by supervising, constraining and orchestrating LLM usage so outcomes stay accurate, compliant and predictable.
With Teneo Hybrid AI You Can:
Three levels of Teneo Hybrid AI
Think of your automation architecture in three levels, with Teneo Hybrid AI at the center.
Level 1
Technology
- Orchestrate and use multiple LLMs, classic NLU and other AI technology
- Orchestrate AI with non AI technologies such as RPA, APIs and legacy services
- Swap or add models without redesigning your entire solution
Level 2
Conversational
- Design journeys as clear processes, steps and actions
- Use AI for understanding, rules for decision points
- Keep conversations human sounding while behavior remains predictable
Level 3
Implementation
- Low code design and configuration that your teams can own
- A controlled runtime that manages performance, routing and cost
- Post production analytics for containment, accuracy and CSAT, intent by intent
This Hybrid AI layer connects to your existing CCaaS platform - whether that is Genesys Cloud, Amazon Connect or another vendor - and orchestrates conversations across systems, channels and teams.
The hidden cost of Good Enough AI
Relying on a basic native bot is more expensive than it looks.
At 1 million calls per month:
— With 22% containment, 780 000 calls still reach an agent
— At 6 dollars per human handled call, that is 4.6 million dollars per month
— A fully automated interaction with Teneo typically costs under 0.40 dollar
With Teneo Hybrid AI, enterprises target around 60% total call containment on key call drivers, reducing human handled calls to about 100 000 per month.
That gap quickly becomes tens of millions in annual savings plus
shorter wait times and higher CSAT.
Bring your AI agents to life with natural, engaging voices.
Voice AI for AI Agents
Teneo integrates with any speech provider to create ultra-realistic, industry-specific voices tailored to your brand. Let’s explore some examples below:
Madda Drive
Female - English (UK)
- Confident
- Tech-Savvy
- Enthusiastic
Automotive
Chris Code
Male - English (UK)
- Analytical
- Calm
- Detail-Oriented
Software & Technology
Marie Skye
Female - English (US)
- Friendly
- Helpful
- Organized
Airlines
Andreas Vault
Male - English (US)
- Trustworthy
- Authoritative
- Empathetic
Banking
Nuria Cart
Female - English (US)
- Cheerful
- Enthusiastic
- Proactive
Retail
Per Shield
Male - English (US)
- Dependable
- Knowledgeable
- Formal
Insurance
Yoleidy Care
Female - English (US)
- Compassionate
- Patient
- Knowledgeable
Healthcare
Fredrik Connect
Male - English (US)
- Friendly
- Resourceful
- Resonant
Telco
Roger Wander
Male - English (UK)
- Adventurous
- Optimistic
- Approachable
Travel
Patrik Welcome
Male - English (US)
- Hospitable
- Attentive
- Authentic
Hospitality
Maria Power
Female - English (US)
- Efficient
- Reliable
- Calm
Utility
Eric Shop
Male - English (US)
- Approachable
- Knowledgable
- Happy
E-Commerce
Why Enterprises Trust Teneo Hybrid AI
Real enterprise grade Agentic AI behavior, not just intent routing
All in one Hybrid AI platform:
Build, deploy and orchestrate AI agents in one place instead of stitching together tools.
Advanced reasoning with real guardrails:
Agents can reason about tasks and pick workflows while rules and flows keep actions safe.
Context driven personalization:
Use real time and historical context to deliver experiences that feel tailored without losing control of what the agent can and cannot do.
Enterprise scale performance:
Run thousands of agents and millions of conversations without sacrificing reliability.
Multimodal & Omnichannel support:
Offer consistent Hybrid AI experience across voice, chat, social and more.
Compliance and security first:
Apply enterprise grade security and governance so data, decisions and flows are always under your control.
Frequently Asked Questions
What is Hybrid AI in the context of my contact center?
Hybrid AI combines generative AI, classic NLU and rule based logic inside a single orchestration layer on top of your contact center platform. It lets your virtual agents talk like humans while still behaving like governed business processes.
Do we need to replace our existing CCaaS?
No. Teneo acts as a Hybrid AI layer that connects to your current platform. You keep your existing investment and use Hybrid AI to boost containment, automation and orchestration.
How do you reduce hallucinations and keep answers accurate?
We limit the scope of each LLM task, surround models with deterministic rules, use retrieval from trusted sources and cache validated responses. Critical steps like authentication, payments and compliance flows are always handled by structured logic.
Can you connect to our existing systems and data?
Yes. Teneo integrates with CRM, ERP, billing, order management and custom systems through APIs and other connectors so the AI can take real actions and resolve issues end to end.
How do we start and when do we see results?
Most teams start with a small set of high volume, low complexity use cases. Using the 3 step plan, you can move from audit to production on your first Hybrid AI agent in a single quarter, then expand from there.
Ready to move beyond "good enough" AI?
You already have a contact center platform.
Now it is time to unlock its full potential with Hybrid AI.
Book your complimentary Hybrid AI strategy session
Partner with our team to map your top call drivers, model your potential savings and define a 3 step plan for rollout.
Use our online ROI calculator
Enter your monthly call volume, current containment rate and cost per call to see how much you could save with Teneo Hybrid AI on top of your existing contact center stack.