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Artificial Solutions' Teneo Analytics Suite

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service


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: New Product & Service Categories - Content
Nomination Sub Category: New Product or Service of the Year - Content - Semantic Technology Platform, Tools and Applications

Nomination Title: Artificial Solutions' Teneo Analytics Suite

Tell the story about this nominated product or service (up to 650 words). Describe its function, features, benefits, and performance to date:

When people communicate in a natural, conversational way, they reveal more than just the words they’re saying. Their individual preferences, tone, opinions, feelings, inclinations and more are all part of the conversation. This is why data collated during human-machine conversations is so valuable. However, enterprises frequently rely on their own, often prejudiced, interpretation of data, simply because they don’t have the necessary resources, or retrieving the relevant information takes too long.

The Teneo Analytics Suite from Artificial Solutions is 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. This is especially valuable information for businesses immediately after an application goes live.

However, 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, which resulted in a 10% drop in inbound queries, despite an increase in sales during the same period.

For a cosmetics manufacturer, Teneo Analytics has enabled 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 eye 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 need and to deliver greater personalization within the conversation.

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.

Furthermore, in business environments where it might not be appropriate to allow the system to fully self-learn (ie: allow users to teaches it a racist input), Teneo delivers an approvals workbench, presenting suggested responses for a final human approval. Teneo’s hybrid approach of combining machine learning with rules-based expertise make it truly unique on the market.

In bullet-list form, briefly summarize up to ten (10) of the chief features and benefits of the nominated product or service:

-Summarizing conversational data alongside context, metadata and other criteria is a difficult and time-consuming task for enterprises. Teneo Analytics enables companies to use conversational data to reveal actionable insights, create data-driven applications and automatically train AI system to anticipate customer needs.

-Enterprises have access to real-time interpretation of conversational data. This allows AI applications to automatically personalize responses to an individual level, introducing new marketing possibilities and realizing hidden revenue opportunities.

-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.

-Management Dashboards monitor KPIs and provide high-level insight. Dashboard templates can be tailored to ensure rapid implementation for different audiences and industries.

-Reports provide the information needed to monitor and refine KPIs and strategic business targets, and the knowledge to identify gaps in the content base.