Artificial Solutions

Business Systems, a leader in customer experience (CX) and contact centre solutions, and Teneo.ai, a cutting-edge, vendor-agnostic conversational AI orchestration provider, today announced a strategic partnership to revolutionise contact centres with Voice Automation and Generative AI.

This collaboration enables organisations to fully automate customer interactions, achieving over 95% accuracy using Voice AI. By incorporating Generative AI, the Conversational AI solution improves accuracy, reduces latency, and minimises hallucinations in AI-driven interactions, delivering unparalleled customer experience and operational efficiency.

This solution introduces a powerful, multi-mode, multi-channel experience designed to enhance communication and efficiency across platforms such as SMS, WhatsApp, X (Twitter), FB Messenger, iOS chat and more. It simplifies customer journeys and technology architecture, allowing customers to choose their preferred communication channel.

While this innovative capability supports an omnichannel support strategy, the voice and phone channels have emerged as standouts, delivering the highest ROI and fastest scalability - a remarkable achievement, given the complexities of optimising voice interactions. This success underscores the solution’s unique strength in overcoming the traditionally challenging voice channel, setting it apart from typical multi-channel approaches.

By consolidating and streamlining customer service tools, companies can replace outdated systems, such as standalone chatbots, with seamless, asynchronous automation that reaches users across major messaging platforms. This improves response times and delivers a consistent, high-quality experience across every channel.

Voice Automation: The Key to Digital Transformation in Contact Centres

As contact centres look for ways to reduce operational costs and improve service, Voice Automation emerges as a critical tool to deliver efficient, scalable, and cost-effective customer service. Through this partnership, Business Systems and Teneo.ai offer organisations the ability to fully automate customer interactions with a voice-first approach.

“Voice Automation is the future of customer experience,” said Barry Webb, Senior Digital Strategist, Business Systems. “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.

Addressing Critical Pain Points in Customer Experience and Operational Efficiency

Contact centres across industries, from financial services to retail, are under immense pressure to maintain exceptional customer service while controlling operational costs. Traditional systems often face challenges like inconsistent agent performance, long response times, and high staffing costs.

“Voice automation, combined with advanced AI orchestration, enables businesses to experience true digital transformation,” added Chris McManus, VP Global Partner and Sales of Teneo.ai. “With fast deployment and 95%+ accuracy, our solution empowers businesses to offer highly efficient, cost-effective, and personalised customer service.”

Key Benefits of Full Voice Automation

• Cost Reduction: Automating up to 80% of customer inquiries reduces staffing needs and improves efficiency, making it an ideal solution for scaling customer service without increasing headcount. Voice Automation also minimises the need for overstaffing during peak times.

• Scalability and Flexibility: The joint solution is designed for scalability, capable of handling hundreds of thousands of voice interactions simultaneously. It also offers multilingual support, ensuring a consistent experience for global customers and can be deployed in any channel, including non-voice.

• Enhanced Customer Experience: Automating customer interactions ensures fast, personalised service, reducing response times and improving First Contact Resolution (FCR) and delivering consistency and accuracy throughout customer journeys.

• Improved AI Accuracy and Reduced Hallucinations: By leveraging Generative AI and Teneo’s orchestration capabilities, the solution achieves over 95% accuracy, reducing the risk of hallucinations (incorrect or fabricated responses) and ensuring more reliable interactions.

• 24/7 Support: Unlike traditional call centres, Voice Automation provides around-the-clock service, ensuring real-time handling of customer inquiries - whether during peak traffic, after hours, or during staff shortages.

• Real-Time Insights and Data: Voice Automation enables businesses to capture real-time conversational data, offering actionable insights into customer behaviour. These insights help organisations optimise operations, improve FCR, and proactively address customer needs.

Voice Automation Use Cases in Contact Centres

• Self-Service, Information Retrieval, and Personalisation: Empowers customers to handle common tasks independently with personalised responses, using insights from integrated databases and customer history. By integrating LLMs and personalisation software, interactions become more relevant, improving satisfaction and streamlining call resolutions. For example, Voice Automation combined with Generative AI streamlines billing enquiries and payments, enabling customers to compare invoices, manage refunds, balances, and payments easily, reducing agent workload and improving satisfaction.
   
• Efficient Routing, Multi-Language Support, and Personalised Assistance: Ensures customers are quickly directed to the right resources, regardless of language or complexity of the issue. Real-time translation and LLM-based decision-making help streamline interactions, optimising for response times and making contact centres accessible to a broader customer base.
   
• Security, Fraud Prevention, and Trust-Building: Ensures secure and compliant customer interactions by integrating with fraud detection and authentication systems. This reinforces trust, offering a secure environment where customers feel confident in sharing sensitive information. Voice AI assists with customer verification, ensuring secure interactions while eliminating the need for manual authentication processes - reducing call times and enhancing security.
   
• Customer Feedback, Insights Gathering, and Continuous Improvement: Collects valuable data on customer satisfaction and service quality, which is used to improve operations and train agents effectively. LLMs analyse interactions for actionable insights, helping the contact centre adapt to changing customer needs and preferences.

Fast Implementation and Comprehensive Support

Business Systems’ Conversational AI solution, powered by Teneo.ai, can be implemented within 60 days, providing a rapid return on investment. Comprehensive, end-to-end support - from initial design to ongoing optimisation - ensures a smooth transition to full automation, regardless of the complexity of the contact centre environment.

For more information, visit https://bslgroup.com/conversational-ai-solutions/.