Teneo.ai joins Google Cloud Partner Advantage Program

5th June 2023
Kristian McCann

OpenQuestion allows organisations to replace traditional phone touch pad-based and outdated voice-based menus with conversational routing and automation. 

Built on the award-winning SaaS-platform Teneo, the solution supports 86 languages and dialects and seamlessly integrates with the Google Cloud ecosystem.

Google Cloud customers can use OpenQuestion along with other AI services in their Contact Centre such as Google Cloud's Speech-to-Text, Text-to-Speech and DialogFlow offerings.

Building on Google Cloud's natural language and speech capabilities, OpenQuestion focuses mainly on correctly routing users to the right agent through automated natural conversations powered by AI. By doing so, businesses such as Telefónica and Swisscom have seen major impact in their contact centre KPIs (+18 tNPS, 39M in ROI, +90% intent recognition and much more). To learn more on how OpenQuestion can improve NPS, increase automation and reduce redials in a contact centre implementation, visit this learning hub.

OpenQuestion includes its own Voice Gateway to connect traditional telephony directly to Google Cloud. Telephony is still a preferred choice of many customers, and Teneo solutions enables businesses to offer easy conversational AI voice to customers who prefer that channel.

OpenQuestion´s out-of-the-box Conversational IVR solution offers:

  • Pre-built flows for direct routing and conversational clarification when users don't provide sufficient information
  • FAQ and common situation handling such as empty inputs, nonsense, user-requested repetition and very long inputs
  • Callback functionality, sentiment analysis and summarisation before handover to the agent
  • Impacts key contact centre KPIs by increasing NPS and automation while reducing misroutes, redials and transfers between agents

Mykola Sochynskyi, Global Partner Manager of Artificial Solutions, said:

"As many customers continue to favour the voice channel for customer support, investing in modernising existing IVR technology for customer engagement is essential to help drive productivity, reduce cost and boost customer satisfaction in the contact centre. We are excited about becoming a Google Cloud partner and being able to combine the footprint and power of the Google Ecosystem with Artificial Solutions' 20+ years of Conversational AI experience and IP. This will bring amazing value to our joint partners and clients."

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