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Artificial Solutions - Technical Innovation of the Year

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Company: Artificial Solutions, Mountain View, CA
Entry Submitted By: Incendio International
Company Description: Artificial Solutions is the leading specialist in Natural Language Interaction (NLI), a form of Artificial Intelligence that allows people to talk to applications and electronic devices in free-format, natural language, using speech, text, touch or gesture. Our Teneo platform enables sophisticated natural language applications to be created in record time without the need for specialist linguistic
Nomination Category: Company / Organization Categories
Nomination Sub Category: Technical Innovation of the Year - At Organizations With Up to 100 Employees

Nomination Title: Artificial Solutions: Harnessing the Power of AI Conversation Interactions

Tell the story about this nominated innovation since January 1, 2016 (up to 650 words). Describe how the innovation was discovered, developed, refined and/or deployed. Provide an assessment of how the innovation has impacted or will impact your organization, your industry, markets or society.

AI is business critical for the enterprise - Forrester predicts a 300% investment surge in 2017. In an age of digital disruption and on-demand customer engagement, naturally-conversant AI strengthens faltering customer relationships and helps companies realize new opportunities for revenue.

Artificial Solutions’ flagship product, Teneo, enables enterprises to rapidly build artificially intelligent natural language applications. Teneo enables everything from digital employees and mobile personal assistants, to wearables, bots and IoT interfaces - on one platform and in 35 unique languages. Deep analytics provides the backbone to deliver true machine learning and implicit personalization that enables greater understanding about an individual’s likes and preferences.

In 2016, Artificial Solutions launched Teneo Analytics Suite, a powerful Natural Language Interaction (NLI) mining and analysis suite that unlocks the knowledge held in the immense volumes of conversational data. It delivers previously unprecedented levels of big data insight and true ‘voice of your customer’ understanding.

The suite, comprising of three modules: Teneo Insight, Teneo Discovery and Teneo Analytics API, enables enterprises to utilize massive amounts of raw, unstructured conversational data from sources such as virtual assistants, live chat, call transcripts and emails. Access to this data significantly increases insight into customer preferences and decision making, allowing companies to fully personalize the way they interact with each individual consumer.

When used together, the three distinct modules within Teneo Analytics enables organizations to move beyond basic business intelligence and offer customers greater personalization, targeted recommendations and predictive AI models.

Teneo Analytics is used across a wide range of industries for a variety of applications. For a global computer manufacturer it enabled the implementation of a virtual assistant within just 12 weeks. By analyzing over 50,000 live chat logs, Teneo Analytics was able to identify concepts accounting for the majority of the business challenges that were spread across 20 domains, 30 knowledge areas and 1000s of questions and response combinations.

When the project went live 94% of natural language inputs were understood immediately and the application received a 95% positive feedback from users. This was due in no small way to the data insight that Teneo Analytics was able to give in the pre-planning phase. In addition, Teneo Analytics was also able to quickly identify areas of improvement, especially valuable for businesses immediately after an application goes live.

Teneo Analytics can also mine the data to identify areas of expansion and ways to align the capabilities of the solution with the expectations of the customer.

This mining phase is important in discovering the ‘unknown unknowns’ – the things you didn’t know you were looking for. For a large car parts online retailer, it enabled them to identify ways to improve how customers understood their website. By analyzing data from its virtual assistant interactions with customers, it was able to make a number of improvements as to how information was delivered via its website, resulting in a 10% drop in inbound queries, despite an increase in sales during the same period.

For a cosmetics manufacturer, Teneo Analytics enables them to engage more closely with a teenage audience. Customers can converse with its mobile app about all manner of beauty-related topics such as how to apply makeup, as well as specific company products. Teneo Analytics allows for the cosmetics manufacturer to analyze interactions in real-time to better understand the customer’s needs and to deliver greater personalization.

Teneo Analytics also helps conversational applications to continually learn. A digital employee, developed by an online bank, uses a mixture of Teneo’s analytics and machine learning capabilities to constantly update its knowledge through interactions with customers. The application is able to refine and enhance its understanding of the customers’ questions and the accuracy of the answer it provides.

In business environments where it might not be appropriate to allow the system to fully self-learn, Teneo delivers suggested responses for final human approval. Teneo’s offers an exclusive hybrid approach of machine learning with rules-based expertise.

In bullet-list form, briefly summarize up to ten (10) chief characteristics or benefits of the nominated innovation.

-Expanded offices in the U.S., bringing in additional executive talent as well as sales, partner management, engineers and developers.
-Secured partnerships with leading system integrators including Accenture and KPMG.
-Expanded into new industries including Smart Home with Fortune 100 companies.
-Released Teneo Analytics Suite that offers unprecedented levels of conversational customer insight from a wide variety of sources including live chat transcripts, search string requests and Teneo-generated log files. Text data can be mined to uncover hidden associations.
-Allow enterprises access to real-time interpretation of conversational data. This enables AI applications to automatically personalize responses to an individual level, introducing new marketing possibilities and realizing hidden revenue opportunities.
-Offer enterprises Management Dashboards and reporting tools to monitor KPIs and provide high-level insight, with templates that can be tailored to ensure rapid implementation for different audiences and industries and insight into gaps in knowledge for better strategic data collection.