Teneo Social Media enables intelligent, informed response – automatically
Stockholm, 19th December 2012 Artificial Solutions
(www.artificial-solutions.com), the natural language interaction (NLI)
specialist that enables users to have a meaningful, humanlike interaction
with technology, announced today the launch of Teneo Social Media, the first
application to enable organizations to respond to customer service issues
over social feeds automatically in an intelligent and informed manner.
As customers increasingly turn to social media to vent their fury at a
situation or actively engage with a brand to resolve a problem,
organizations are finding themselves overwhelmed by the one-to-one resources
required to respond within a reasonable timeframe. Teneo Social Media helps
to overcome this challenge by searching through aggregated social feeds that
match pre-defined search criteria. Identified content is then passed to
Artificial Solutions powerful NLI engine that is capable of understanding
the sentiment and the context of each message, in addition to identifying
the most appropriate response. This is then delivered to an appropriate
social management tool for automated delivery or held for review.
According to Ovums Trends to Watch: Customer Experience and Interaction
(Oct 2012) report better tools will be required to meet the needs of the
always-connected customer in 2013 and that social media response teams will
move into the contact centre as organizations move towards creating
collaborative customer experience teams. Teneo Social Media will enable
organizations to scale-up their social media customer service efforts
without a significant increase in overheads and still ensure that responses
are consistent and always on-brand, helping to reinforce the personality
of the business.
Whilst there are valid reasons for ensuring a real person is at the other
end of a message when building and engaging with a social community, there
are equally significant arguments for automating some messages when
immediacy of response can make a difference, says Andy Peart, CMO of
Artificial Solutions. Based on our experience over the last few years of
embedding our clients intelligent virtual assistants into their Facebook
pages, we know that where it is clear that the response is automated, the
feedback from the customer is positive, particularly when the response is
seen as having value such as providing a web link or telephone number.
A key component of Teneo Social Media is the Teneo Interaction Engine, the
worlds most robust natural language interaction (NLI) engine capable of
reasoning like a human, using advanced linguistic and business rules to
decide how best to respond to a customers request or post. It is able to
easily distinguish the sentiment behind a tweet such as well done company
x, youve lost my parcel yet again, and unlike other less intelligent
solutions not respond with a positive thank you – we always do our best.
Teneo Social Media is available now as a stand alone solution or used to
deliver a Teneo Virtual Assistant as part of a wider social strategy. For
more information visit www.artificial-solutions.com or to see Teneo Social
Media in action go here:
http://www.artificial-solutions.com/natural-language-interaction-product…
neo-social-media/.
About Artificial Solutions
Artificial Solutions is the leading specialist in Natural Language
Interaction (NLI). The companys patented technology enables people to hold
two-way meaningful conversations with applications and services running on
computers, mobile technology and other electronic devices in a humanlike,
intelligent manner.
Typically deployed as web-based Virtual Assistants for customer service and
sales, and as embedded speech-enabled applications for mobile computing,
Artificial Solutions enables organizations to increase customer satisfaction
and direct revenues, whilst reducing costs. Platform and device independent,
Artificial Solutions NLI technology is available in 21 languages and
includes powerful analytics that deliver valuable insight into customers’
needs and behavior.
With development centers in Barcelona, Hamburg, London and Stockholm and
offices across Europe, Asia-Pacific and South America, Artificial Solutions
technology is deployed by hundreds of public and private sector
organizations and used by millions of people every year. For more
information, visit www.artificial-solutions.com
