Teneo Interaction Engine 

At the core of the Teneo platform is the Teneo Interaction Engine that can think for itself. It’s the brains of your NLI application and the source of our artificial intelligence and linguistic capabilities. 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.

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Humanlike Intelligence Determines the Appropriate Action

The Teneo Interaction Engine reasons like a human, using advanced linguistic and business rules to decide how best to respond to a query from your customer.

Context comes into play here, such as time, date and place, or maybe 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 dramatically alter the meaning of a query, Teneo dynamically reassesses content as the interaction develops. Natural language is full of subtle nuances, which Teneo is able to pick up and interpret. For example, it understands idiom and slang, even dialect and SMS shorthand – and it’s also sympathetic to grammar, syntax or spelling mistakes.

Able to Perform Multiple Tasks and Interactions Simultaneously

Not only is the Teneo Interaction Engine able to deliver text or spoken responses to queries, it can do many other actions at the same time, in the blink of an eye.

It can open a webpage, fill out a form, complete transactions through back-end or e-commerce systems and update databases. It can also carry out requests and actions by accessing information through a web service, performing on-devices action such as making a call or 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. Additionally, all user interactions are recorded to enable Teneo Data to provide insights into customer behavior.

How does Teneo Interaction Engine Work?

Teneo Interaction Engine
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.

If you want to learn more about Teneo Interaction Engine, download the datasheet for the product by clicking here.

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