Business Systems & Teneo.ai unveil AI voice automation

Business Systems has partnered with Teneo.ai to transform the contact centre industry through Voice Automation and Generative AI.

This partnership aims to fully automate customer interactions using Voice AI, reaching more than 95% accuracy. The joint solution integrates Generative AI to enhance accuracy, reduce latency, and minimise inaccuracies in AI-driven communication, resulting in improved customer experience and operational efficiency.

The solution enables a multi-mode, multi-channel experience that spans across various messaging platforms including SMS, WhatsApp, X (Twitter), and FB Messenger. It is designed to streamline customer journeys and simplify technology architecture, allowing users to communicate through their preferred channels.

The voice and phone channels have been highlighted as particularly effective, providing the highest return on investment and scalability. This success emphasizes the solution's capability to optimise voice interactions, which are traditionally complex within a contact centre setting.

By consolidating and streamlining customer service tools, the collaboration allows for the replacement of outdated systems like standalone chatbots with asynchronous automation that enhances response times and maintains high-quality experiences across all channels.

Barry Webb, Senior Digital Strategist at Business Systems, stated, "Voice Automation is the future of customer experience. Combining Business Systems' expertise in solution design with Teneo.ai's cutting-edge conversational AI capability, allows contact centres to add and implement advanced AI-driven voice automation to any existing AI investments, ensuring better accuracy, faster service, higher customer satisfaction and substantial cost savings."

Contact centres are under pressure to maintain quality service whilst also managing operational costs. Traditional systems often struggle with inconsistent performance, long response times, and high staffing expenses. Chris McManus, VP Global Partner and Sales of Teneo.ai, commented, "Voice automation, combined with advanced AI orchestration, enables businesses to experience true digital transformation. With fast deployment and 95%+ accuracy, our solution empowers businesses to offer highly efficient, cost-effective, and personalised customer service."

The partnership highlights several key benefits of full voice automation. These include potential cost reductions by automating up to 80% of customer inquiries, scalability to handle vast numbers of interactions simultaneously, and enhanced multilingual support for a consistent global experience. Automated customer interactions are designed to be fast and personalised, reducing response times and improving First Contact Resolution.

The use of Generative AI and orchestration capabilities allows the solution to achieve over 95% accuracy, significantly reducing the chance of inaccuracies or fabricated responses in interactions. Real-time service is a feature of voice automation, ensuring customer inquiries are handled promptly at any time of day.

The integration of voice automation provides real-time data collection, offering businesses insights into customer behaviour and feedback. This data is used to optimise operations and improve customer satisfaction.

The implementation can be completed in 60 days, offering businesses rapid returns on investment and ensuring a smooth transition to automated systems no matter the complexity of the contact centre environment.