Introducing Teneo Interaction Engine

Teneo Interaction Engine is the world’s most robust natural language interaction (NLI) engine. It listens to and interprets what your customers are asking online, and applies advanced reasoning rules to figure out the most appropriate response. It will also, through strong execution and integration scripts, carry out requests, such as booking a service call, through appropriate channels, including back-end systems. The suite includes two supporting modules to evolve and manage Teneo Interaction Engine’s NLI capabilities.

Teneo Interaction Engine makes web and email interactions smart and personal

Teneo Interaction Engine analyzes words, phrases and sentences written down in an email or tapped into a chat window. It could be a question for a Teneo Virtual Assistant, a few sentences in an email or input through other channels such as live-chat, SMS or social networks. Using a robust linguistic library, based on the context and characteristics of your business, the Teneo Interaction Engine interprets what your customer is saying.

Teneo Interaction Engine can think for itself

It reasons like a human, using advanced linguistic and business rules to decide how best to respond to your customer’s request. Context comes into play here, such as time, date and place, as well as information picked up from previous conversations, customer data retrieved from your CRM system and transaction data from your ERP system. At this point, the Teneo Interaction Engine will also eliminate any ambiguities from its initial analysis.

Even one word can alter the meaning of a customer’s request. Teneo will instantly and dynamically re-assess content as the interaction develops, to understand what has changed and give the right answers. Natural language is full of subtle nuances, which Teneo is able to pick up and interpret. It understands idiom and slang, even dialect and SMS shorthand - and it’s also sympathetic to grammar, syntax or spelling mistakes.

Teneo Interaction Engine will act on what it has understood

It won’t just give a plain text answer, but may do other things at the same time such as open a web page or complete a form. It will even complete transactions through back-end or e-commerce systems, and update databases - all at the same time. All this happens in the blink of an eye. Teneo Interaction Engine can complete many thousands of simultaneous interactions, without any risk of systems crashing or freezing. All user interactions are recorded to enable Teneo Insight to provide insights into customer behavior.

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