CloudHesive, an AWS Premier Consulting Partner and leading provider of cloud and contact center solutions, has announced a strategic partnership with Teneo.ai, a global leader in Conversational AI and automation. This collaboration integrates Teneo’s cutting-edge automation capabilities, including the NLU Accuracy Booster™, into ConnectPath CX, CloudHesive’s advanced Contact Center as a Service (CCaaS) platform powered by Amazon Connect. This integrated solution enables organizations to automate up to 100% of Level 1 and 50% of Level 2 customer inquiries, reducing operational costs by as much as 30%. With 99% intent recognition accuracy, the AI-powered self-service system improves resolution speed, minimizes misrouted calls, and allows agents to focus on more complex customer tasks.
Benefits of Teneo’s Integration with ConnectPath CX
1. Agentless Contact Center
The collaboration empowers businesses to fully automate Level 1 inquiries and 50% of Level 2 inquiries. This drastically reduces costs, improving efficiency and enabling businesses to handle higher volumes of calls without increasing agent headcount. This agentless model helps businesses save up to 30% in operational costs.
2. NLU Accuracy Booster™ for Precise Intent Recognition
Powered by Teneo Linguistic Modeling Language (TLML™), the NLU Accuracy Booster™ ensures 99% intent recognition accuracy in AI-driven interactions. This high level of accuracy enhances customer self-service experiences by minimizing errors in call routing, reducing misrouted calls by 90% and improving the overall customer experience.
3. Conversational IVR for Amazon Connect
With integrated Conversational IVR (Interactive Voice Response), businesses can intelligently route calls based on customer intent. This advanced routing capability ensures that customers are directed to the right department or agent without unnecessary delays, resulting in better service outcomes and customer satisfaction.
4. Seamless CRM & Platform Integration
The ConnectPath CX platform integrates seamlessly with CRM systems such as Salesforce, Microsoft Dynamics, Zendesk, Epic, and others. This enables businesses to unify their customer service workflows, providing agents with real-time access to customer data and improving their ability to resolve issues efficiently.
Teneo and ConnectPath CX: A Game-Changer for Modern Contact Centers
1. Driving Cost Savings and Operational Efficiency
By combining Teneo’s AI-driven automation with CloudHesive’s ConnectPath CX, businesses can reduce operational overhead while enhancing their contact center’s scalability and flexibility. This integration allows businesses to take advantage of the Amazon Connect ecosystem while utilizing advanced Gen AI and data analytics capabilities to transform their customer service operations.
2. Empowering Businesses to Deliver Exceptional Service
The partnership aims to help businesses provide exceptional customer service at scale. With Teneo’s advanced AI capabilities, businesses can handle a larger volume of inquiries while improving response times and service quality. This transforms the contact center into a hub of efficiency, driving both cost savings and customer satisfaction.
A Vision for the Future of Contact Centers
As contact centers face increasing challenges from rising costs and inefficiencies, integrating AI-powered automation is becoming essential for staying competitive. The collaboration between CloudHesive and Teneo.ai is set to revolutionize how businesses automate and optimize their contact center operations.
With CloudHesive’s ConnectPath CX and Teneo’s AI technologies, businesses now have the tools to build AI-powered, efficient contact centers that can scale to meet growing customer demands while delivering exceptional service.
Transforming Customer Service with AI and Automation
The strategic partnership between CloudHesive and Teneo.ai brings a revolutionary solution for AI-powered contact centers, offering businesses significant cost savings, improved operational efficiency, and the ability to handle more customer inquiries with intelligent automation. With integrated solutions like Conversational IVR, NLU Accuracy Booster, and seamless CRM integrations, organizations are now better equipped to meet customer expectations in an increasingly digital world.
