Intelligent conversation is more than just understanding. It’s about delivering the right response. Every time.
Discover the rise of the conversational assistant in this white paper.Read our White Paper
The brains behind your conversational AI application, the Teneo Interaction Engine can think for itself.
It listens to and interprets what your customers are asking and applies sophisticated linguistic algorithms and advanced reasoning rules to figure out the most appropriate response.
Context comes into play here, such as time, date and place, or even information picked up from previous conversations, customer data retrieved from an external systems or pre-defined preferences held in a database.
Because changing or adding just one word can alter the meaning of a query, Teneo dynamically reassesses content as the interaction develops. It understands the subtle nuances of everyday conversation such as idiom and slang, even dialect and SMS shorthand – and it’s also sympathetic to grammar, syntax or spelling mistakes.
Able to deliver text or spoken responses to queries, Teneo can do many other actions at the same time.
It can open a webpage, fill out a form, complete transactions through back-end systems and update databases. It can carry out requests and actions by accessing information through a web service, performing on-device actions such as making a call, setting a calendar appointment or delivering a comprehensive answer to a service or sales query.
Teneo Interaction Engine can complete many thousands of simultaneous interactions, without any risk of systems crashing or freezing.
Chatbots: The Definitive Guide (2020)
Analyze: Teneo accepts input from the user via speech, text, touch and gesture and analyzes it using a robust linguistic understanding library to comprehend and derive the meaning. At this stage, it also eliminates ambiguity. For example, if a customer has been asking about an order and then queries ‘when will it be delivered’, Teneo already knows that the user is referring to the order.
Reason: Advanced linguistic interpretation and business rules are then used to simulate ‘intelligent thinking’. This allows Teneo to reason like a human and determine the most appropriate way to react, taking into account contextual factors such as the day of the week, user location, information from previous dialogs and data about the user retrieved from back-office systems such as CRM systems.
React: Finally Teneo performs the necessary actions to achieve what it has determined as the most appropriate action. This might be giving a verbal or textual response, to ask for more information, open a webpage, play a video, open another app, automatically fill in a form or execute a transaction on back-end or third party systems.
These three steps all happen seamlessly in milliseconds, with Teneo able to handle thousands of interactions simultaneously.