Artificial Solutions (www.artificial-solutions.com), the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, announced today the launch of Teneo Social Media, the first application to enable organizations to respond to customer service issues over social feeds automatically in an intelligent and informed manner.
As customers increasingly turn to social media to vent their fury at a situation or actively engage with a brand to resolve a problem, organizations are finding themselves overwhelmed by the one-to-one resources required to respond within a reasonable timeframe. Teneo Social Media helps to overcome this challenge by searching through aggregated social feeds that match pre-defined search criteria. Identified content is then passed to Artificial Solutions’ powerful NLI engine that is capable of understanding the sentiment and the context of each message, in addition to identifying the most appropriate response. This is then delivered to an appropriate social management tool for automated delivery or held for review.
According to Ovum’s Trends to Watch: Customer Experience and Interaction (Oct 2012) report better tools will be required to meet the needs of the always-connected customer in 2013 and that social media response teams will move into the contact centre as organizations move towards creating collaborative customer experience teams. Teneo Social Media will enable organizations to scale-up their social media customer service efforts without a significant increase in overheads and still ensure that responses are consistent and always ‘on-brand’, helping to reinforce the personality of the business.
“Whilst there are valid reasons for ensuring a real person is at the other end of a message when building and engaging with a social community, there are equally significant arguments for automating some messages when immediacy of response can make a difference,” says Andy Peart, CMO of Artificial Solutions. “Based on our experience over the last few years of embedding our clients’ intelligent virtual assistants into their Facebook pages, we know that where it is clear that the response is automated, the feedback from the customer is positive, particularly when the response is seen as having value such as providing a web link or telephone number.”
A key component of Teneo Social Media is the Teneo Interaction Engine, the world’s most robust natural language interaction (NLI) engine capable of reasoning like a human, using advanced linguistic and business rules to decide how best to respond to a customer’s request or post. It is able to easily distinguish the sentiment behind a tweet such as “well done company x, you’ve lost my parcel yet again”, and unlike other less intelligent solutions not respond with a positive “thank you – we always do our best”.
Teneo Social Media is available now as a stand alone solution or used to deliver a Teneo Virtual Assistant as part of a wider social strategy. To see Teneo Social Media in action watch the video: