∙ OpenQuestion is created from millions of positive customer interactions, solves the customer frustration of navigating through complex menu systems and quickly connect customers to the right live agent.
∙ The solution deploys in only 90 days and reduce call misrouting by 90% in contact centers, compared to traditional keypad navigation.
∙ By implementing OpenQuestion, a contact center can realize an average saving of 8% of minutes spent on the phone.
Stockholm, Sweden – Artificial Solutions, the enterprise AI product provider for contact centers, announced today the launch of its voice and conversational IVR solution, OpenQuestion. The new offering transforms the way companies interact with their customers by providing faster and more efficient customer service through natural language conversations.
OpenQuestion is a SaaS-based voice solution powered by Teneo that optimizes call routing in contact centers, leading to improved Telephone Experience (TX) and reduced operating costs for enterprises in EMEA and the US. The solution can be rapidly deployed and after only 90 days, it reduces call misrouting by 90% compared to traditional keypad navigation.
OpenQuestion tackles the user experience pain points felt with traditional keypad call routing (IVR) including call abandonment, random button pushing to reach a human and caller frustration before reaching an agent. According to research by ContactBabel, 42% of customers interacting over the phone are upset before they even get to a person.
“We have all been there. We call up an organization with a specific question and we are hit with a tree of options which require full concentration to choose right. And in fact, most people do not choose correctly and end up in the wrong place. Consumers still want to interact with human agents to resolve customer service inquiries, and brands must put an end to inefficient call handling through the use of OpenQuestion,” said Per Ottosson, CEO of Artificial Solutions. “Voice is still the preferred choice for users interacting customer service, and consumers will increasingly expect phone support to work efficiently when they interact with brands.”
With OpenQuestion, callers are asked what their enquiry is regarding, which they respond to in natural language before the solution directs them to the most relevant agent. This improves the experience, speed, and accuracy of the call routing process.
Besides the welcoming Telephone Experience (TX), OpenQuestion is easy for a small team to implement and maintain, something that the industry has been struggling with for other voice-based solutions.
OpenQuestion can be integrated with existing contact center systems by the customer or through experienced partners and it is available to organizations worldwide.
The new website Teneo.ai showcases both OpenQuestion and Teneo, the product’s powerful capabilities, including its ability to support natural language conversations in multiple languages, handle complex queries, and integrate with a wide range of business systems.
“Teneo is a leading product in the industry, and the new website and our brand refresh reflects our continued commitment to delivering innovative and intuitive technology to our customers,” said Marie Angselius Schönbeck, CMO at Artificial Solutions.