Global Top 5 Tech Company is delivering a $39m projected ROI via Conversational AI

Working with CGS and Artificial Solutions, the company developed a Conversational AI system that radically improved the experience of its customers. The system also delivered a significant return on investment and helped to turn around the fortunes of the company’s contact centers, which were bucking under the pressure of customer enquiries and the failure of a previously installed IVR system.
Fast Implementation

Following a rapid 10-week deployment process, the brand new IVR system was pushed live, with improved results instantaneously recorded

Transactional Conversations

The solution uses contextual awareness to leverage information about the customers' circumstances to better discern their needs.

Omnichannel Interaction

A single AI “brain,” that allows the company to reuse interface logic and integrations across several channels—in this case, potentially multiple IVRs.

The Results

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$39M projected ROI

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30% less misrouted calls

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2-minute reduction in AHT
Following the launch of the Teneo-powered solution, misrouted calls were immediately reduced from 60 to 30 percent—a figure that continues to shrink as the system is optimized. The “smarter” IVR also helped the company to improve live agent metrics—average handle time decreased by two minutes per call, reducing operational costs and getting customers to a resolution faster.
The AI-driven IVR reduced the customer friction that comes with multiple transfers. It collected information from customers related to their issues and presented it to the live agents, minimizing the need for customers to repeat themselves. With Teneo, call containment averages around 60%, with the potential to improve standing at 75%-80%. That, combined with an increase in self-service, is driving a projected $39 million ROI.
The company is taking advantage of the Teneo’s scalability to expand it into another proof of concept, an IVR that services the company’s high-priority commercial customers for one of their flagship products. Ultimately, the sophisticated AI interaction delivers what customers come to expect from the global technology company’s brand, embodying their state of-the-art identity.

``The Client’s decision to select Artificial Solutions is a strong proof point that we deliver the best-in-class capabilities within Conversational AI.”
PER OTTOSSON CEO, Artificial Solutions

The Challenge

Relieving pressure of customer enquiries after the failure of a previously installed IVR system
Struggling with a problematic IVR that consistently routed inbound tech support calls to the wrong agent and failed to understand the intent of customers, one of the world’s largest technology organizations faced a significant issue with its automated voice system. Operational costs of the company’s contact centers were increasing while customers also become more and more frustrated with long wait times and failures to find resolutions.
The implementation of the IVR system was supposed to improve CX and reduce costs, yet it did the complete opposite. The system placed a significant drain on resources as efforts to resolve core issues took as long as seven months to address.
Considering the organization’s internationally acclaimed reputation as a technology leader, the experience that customers were having proved to be unacceptable. As a result, a new technology was sought to wipe the slate clean and deliver upon the standards that the company demanded of its customer service.

The Solution

A leading Conversational AI platform for a leading telecommunications business
For the tech giant, the decision of which new technology to invest it was critical. It could not afford to make the same mistake twice by selecting a platform that caused more problems than it solved. The decision to adopt Teneo, Artificial Solutions’ SaaS platform for conversational AI development, proved to be the perfect solution to all the tech-giant’s problems.
Following a rapid 10-week deployment process, the brand new IVR system was pushed live, with improved results instantaneously recorded. Once the company was routing 100% of its flagship product calls to the new IVR, they saw agent transfer rates drop from 37% to under 10%. The new IVR was also saving live agent call time by referring 55% of callers to the web resources. Leaders in the company’s contact center were ecstatic to see these results.