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Teneo.ai joins Google Cloud Partner Advantage Program and launches new Conversational IVR plugin for Google Cloud.
Source
https://www.teneo.ai/blog/teneo-ai-joins-google-cloud-partner-advantage-program-and-launches-new-conversational-ivr-plugin-for-google-cloud
May 30, 2023
Teneo.ai,
https://www.teneo.ai/product/why-teneo
a brand from Artificial Solutions and leading innovator in the field of artificial intelligence (AI), is proud to announce that it has joined the Google Cloud
https://www.teneo.ai/solutions/partners/teneo-for-google-cloud
Partner Advantage Program as a technology partner. The plugin integrates Google Cloud services with Teneo’s Conversational IVR solution, OpenQuestion,
https://www.teneo.ai/solutions/openquestion
and enables Call Centers to decrease call misrouting and reduce costs through natural language automation.
OpenQuestion allows organizations to replace traditional phone touch pad-based and outdated voice-based menus with conversational routing and automation. Built on the award-winning SaaS-platform Teneo, the solution supports 86 languages and dialects and seamlessly integrates with the Google Cloud ecosystem.
Google Cloud customers can use Open Question along with other AI services in their Contact Center such as Google Cloud’s Speech-to-Text, Text-to-Speech and DialogFlow offerings.
Building on Google Cloud’s natural language and speech capabilities, OpenQuestion focuses mainly on correctly routing users to the right agent through automated natural conversations powered by AI. By doing so, businesses such as Telefónica and Swisscom have seen major impact in their contact center KPIs (+18 tNPS, 39M in ROI, +90% intent recognition and much more). To learn more on how OpenQuestion can improve NPS, increase automation and reduce redials in a contact center implementation,
visit this learning hub.
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies
OpenQuestion includes its own Voice Gateway to connect traditional telephony directly to Google Cloud. Telephony is still a preferred choice of many customers, and Teneo solutions enables businesses to offer easy conversational AI voice to customers who prefer that channel.
OpenQuestion´s out-of-the-box Conversational IVR solution offers:
- Pre-built flows for direct routing and conversational clarification when users don’t provide sufficient information.
- FAQ and common situation handling such as empty inputs, nonsense, user-requested repetition and very long inputs.
- Callback functionality, sentiment analysis and summarization before handover to the agent.
- Impacts key contact center KPIs by increasing NPS and automation while reducing misroutes, redials and transfers between agents.
Mykola Sochynskyi,
https://www.linkedin.com/in/msochy/?original_referer=https%3A%2F%2Fwww.teneo.ai%2F
Global Partner Manager of Artificial Solutions, said:
“As many customers continue to favor the voice channel for customer support, investing in modernizing existing IVR technology for customer engagement is essential to help drive productivity, reduce cost and boost customer satisfaction in the contact center. We are excited about becoming a Google Cloud partner and being able to combine the footprint and power of the Google Ecosystem with Artificial Solutions’ 20+ years of Conversational AI experience and IP. This will bring amazing value to our joint partners and clients.”
About Us:
Our vision is a world without queues, without keypad navigation, with instant service. We’re proud to transform the customer experience for hundreds of millions of consumers around the world, powering millions of interactions every day across our enterprise client base.
Our customers replace traditional phone keypad-based menus with welcoming, short, and precise full sentences – OpenQuestion. The solution is based on our award-winning SaaS-platform Teneo. Which runs across 86?languages and dialects and is fully integrated with call center and contact center systems.
Integrations with Genesys Cloud CX, Google Cloud, Microsoft and OpenAI (ChatGPT), demonstrate our commitment to driving innovation in Conversational IVR for the benefit of enterprise contact center operators around the world. Through OpenQuestion, businesses can effortlessly connect Generative AI and Large Language Model functionality to their existing set up; no complications just instant results.
Teneo.ai, Teneo and OpenQuestion are registered brands by Artificial Solutions. With love from Teneo.ai, a brand from Artificial Solutions.
Unleashing the Power of AI in Healthcare Contact Centers.
Source
https://www.teneo.ai/blog/unleashing-the-power-of-ai-in-healthcare-contact-centers
May 30, 2023
The healthcare sector is currently undergoing a revolution, courtesy of the integration of Artificial Intelligence (AI) in call center operations.
Leading the charge is a prominent global healthcare tech company, enhancing its services through the application of Conversational AI.
The organization, catering to 70+ conditions with its groundbreaking medical technologies, has adopted an AI-driven IVR solution called OpenQuestion, made possible by Teneo.
Previously, the company’s Cardiovascular Patient Technical Service Group grappled with operational bottlenecks.
Each call drained nearly $26 from the company’s resources, and 9% of calls were misrouted.
The customer wait time averaged above two minutes, with customer satisfaction just about passable. The keypad IVR system struggled, failing to provide sufficient care to patients and customers.
Call agents were also adversely affected, bearing the brunt of basic troubleshooting and the consequences of misrouting calls.
In 2022, the company resolved to upgrade its IVR and revamp its contact centers. The primary goal was to heighten the customer experience by efficiently routing callers to the correct agent, thereby cutting down call handling time and boosting customer satisfaction.
This was of utmost importance as people calling for support were often in an emergency situation needing vital support with the operation of medical devices such as pacemakers and other cardiovascular technologies.
This transformative journey led to significant improvements by 2023.
There was a clear requirement to improve the performance of the Cardiovascular contact centers and to provide a greater level of service for people calling for help.
We wanted to take an approach that was both innovative yet simple to manage, while driving improvements for patients, clinicians as well as our internal agents. With Teneo, we were able to achieve better results than we could have imagined, and we’re thrilled with the performance of the product. Our team has been able to design and develop the solutions that were needed, and we have not been let down at any point. The success in the Cardiovascular department has led to other contact centers implementing the same solution for their needs.
Service Delivery Manager for Virtual Assistant as a Service
- The OpenQuestion IVR managed to decrease misrouted calls, slash wait times, and raise customer satisfaction levels.
- The system also improved the service level and deflection rate, with a notable 42% surge in calls being correctly routed.
- The company efficiently dealt with over 1 million voice IVA sessions, saved $6M annually, and increased customer satisfaction by 6%.
A vital part of this transformation was its impact on call agents. The AI-fuelled system provided agents with context about the customer’s issue, eliminating the need for customers to reiterate their problem.
The company’s dedication to customers and patients, combined with its innovative application of Teneo and OpenQuestion, has dramatically revolutionized its operations.
This success has not only raised the service level for individuals seeking urgent assistance but also spurred other contact centers to adopt the same solution.
As we look to the future, the Cardiovascular Patient Technical Service Group has ambitious plans for 2024.
It intends to incorporate greater troubleshooting capabilities to both voice and text and plans to use a custom Large Language Model (LLM) for analytics and transcript reviews.
There’s also potential to employ an LLM system to monitor patient data and scrutinize trends, thereby uncovering new ways to augment customer service and patient care.
This case study stands as a testament to the transformative potential of AI, particularly in the customer service realm within the healthcare industry.
By nurturing deeper relationships between customers and agents, generative AI solutions like OpenQuestion are carving out the future of customer service, making it more personalized, efficient, and customer centric.
The success with Conversational IVR for this global healthcare firm acts as a beacon for other organizations, demonstrating that harnessing AI can trigger long-lasting digital transformation and significant enhancements in customer service.
Interested in how OpenQuestion can revolutionize your contact center? Connect with our team, here.
https://www.teneo.ai/contact
Access the full case study, here.
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/global-healthcare-tech-company
Artificial Intelligence in Call Centers
Source
https://www.teneo.ai/blog/artificial-intelligence-in-call-centers
May 29, 2023
Artificial intelligence (AI) automates tasks, provide real-time assistance, and analyze vast amounts of data and enhances customer service, improve efficiency and productivity in call centers.
This guide will analyse the advantages of deploying artificial intelligence in call centers while sharing insights on how
OpenQuestion
https://www.teneo.ai/solutions/openquestion
and Teneo
https://www.teneo.ai/product/why-teneo
integrate the technology.
The Impact of AI on Customer Service in Call Centers
In the past few years, advancements in artificial intelligence (AI) have been rapidly transforming many fields, including the customer service sector.
AI is allowing companies to improve their customer service with optimized customer service workflows and automated processes, which are resulting in improved customer satisfaction and boosted efficiency from call centers.
https://www.teneo.ai/learning-hub/call-center-glossary/call-center
While AI can be utilized in various customer service applications, one of its most effective uses is within the call center environment.
Call centers are the cornerstone of customer service as they enable businesses to quickly respond to customer inquiries, provide support, and resolve any issues, 24/7.
Benefits of AI in Customer Service
Traditional call centers rely heavily on human agents who can handle only one customer at a time. AI changes this dynamic significantly.
AI-powered tools such as IVRs, chatbots and virtual assistants are capable of handling multiple customer inquiries simultaneously, drastically reducing wait times.
This ability to multitask not only accelerates service delivery but also frees up human agents to tackle more complex customer issues that require a nuanced understanding and emotional intelligence.
For example, AI can facilitate automated conversations between customers and company representatives.
Before AI
In the era prior to AI, one particular business faced numerous operational hurdles and lost almost $26 per call with a 9% rate of call misdirection.
Customers had to wait over two minutes on average, and customer satisfaction was barely satisfactory. The previous touch-tone IVR system was unable to adequately serve customers and patients due to excessive demand.
Not only did this affect customers, but agents also suffered, having to deal with elementary troubleshooting and the repercussions of misdirected calls.
Results with AI
Upon implementing the OpenQuestion IVR, the company experienced significant improvements including a decrease in the number of misdirected calls, reduced customer waiting times, and a boost in customer satisfaction.
Furthermore, it improved service levels, deflection rates, and a noteworthy 42% increase in calls being correctly routed to the right agents was observed.
Successfully managing over a million IVA sessions, the company saved an annual amount of $6M and elevated customer satisfaction by 6%.
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/global-healthcare-tech-company
One of the critical aspects of this transformation was the effect it had on the call agents. The AI-fueled system equipped the agents with the necessary context about the customer’s problem, making it unnecessary for the customer to repeat their issues.
This efficiency was achieved through predictive analytics, which identified potential problems based on patterns and usage, enabling a more personalized and effective customer service experience.
As AI is very adept at recognizing patterns and quickly responding to questions, it can completely transform customer service.
With new technological advancements in AI with generative AI, large language models (LLM) are reshaping the way businesses operate. However, the decision to integrate LLMs into a business strategy should be a calculated move, not a blind gamble.
In the context of call center automation, for instance, LLMs can significantly enhance the efficiency and effectiveness of customer service.
However, it’s equally critical not to corner yourselves into a single technology or approach.
The future is invariably uncertain, and the key to thriving is to build for an open architecture to be able to stay on top of new advancements in AI, such as generative AI.
How to harness the power of generative AI in customer service
When embracing generative AI in a Contact Center, an orchestration is fundamental to maintaining a harmonious technological ecosystem where each element enhances the other, preventing discord and disruption when introducing a new tool like an LLM.
When it comes to contact centers, an orchestration ensures that the customer experience remains smooth and consistent, even as new technologies and methodologies are introduced.
So, whatever platform you choose, AWS, Google, Microsoft or Genesys, make sure to add an orchestration layer to reap the benefits to be able to future proof your call center.
One example of an orchestration platform is Teneo, which plays the role of the conductor, ensuring each component operates in harmony.
Teneo integrates various technologies and systems, including generative AI, into a single cohesive and efficient operational framework.
Read how Teneo can orchestrate your call center, here.
https://www.teneo.ai/solutions/openquestion/architecture
Self-service: Improving Call Center Interactions with Generative AI
As businesses strive to enhance customer experiences, the adoption of AI-powered tools, such as generative AI is skyrocketing. Generative AI
https://www.teneo.ai/blog/teneo-and-chatgpt-better-together-for-conversational-ai
can significantly improve the effectiveness and efficiency of call centers in various ways.
7 challenges with Generative AI for Call Centers
The implementation of generative AI
https://www.teneo.ai/blog/large-language-models-landscape
poses several challenges for businesses, and we will explore the key obstacles associated with the adoption of generative AI and discuss strategies to overcome them.
Technical Complexity
Generative AI models are incredibly complex, often containing billions or trillions of parameters.
Training such models requires extensive computational resources and expertise, making it impractical for most organizations.
As a result, businesses are likely to rely on cloud APIs for consuming generative AI, with limited customization and tuning capabilities.
This concentration of power in a few entities may raise concerns about data privacy, control, and accessibility.
Legacy Systems
Integrating generative AI into existing technology environments can pose additional challenges.
Legacy systems may have well-established processes and workflows that do not align with the capabilities and thinking of generative AI models.
Enterprises must decide whether to integrate the new technology with their legacy systems, use an orchestration tool like Teneo or invest in replacing outdated infrastructure.
Finding ways to create integrations or adopt new capabilities becomes crucial to achieving desired outcomes efficiently.
Avoiding Technical Debt
Generative AI should not be treated as a mere optimization tool but rather as a means to bring about significant changes in business processes.
Deploying AI models for customer support, for example, should involve reducing the number of human agents handling cases, not simply redistributing the workload.
Failing to achieve substantial improvements can result in generative AI becoming another burden of technical debt, adding complexity without true optimization.
Reshaping the Workforce
Generative AI has the potential to reshape how work is performed across various industries, raising concerns about job displacement.
While some roles may be eliminated, new positions will emerge to oversee and improve AI-assisted processes. Employees can transition from being “doers” to becoming trainers, responsible for refining the AI algorithms and leveraging the technology’s capabilities.
Organizations must proactively identify and create new job opportunities to ensure a smooth transition and avoid workforce obsolescence.
Monitoring Misuse and Misinformation
Generative AI models have the ability to create content at a reduced cost, but this also introduces the risk of misuse by threat actors. AI models themselves can produce misinformation and generating false facts.
Legal Concerns and Algorithmic Bias
Generative AI models
https://www.teneo.ai/learning-hub/call-center-glossary/gpt-4
may inadvertently infringe upon intellectual property rights by using training data without proper authorization, potentially leading to copyright issues.
Additionally, algorithmic bias is a critical concern when training generative AI models. Biased or incomplete training data can perpetuate discriminatory results, leading to legal repercussions and societal harm.
Implementing robust governance frameworks and ensuring diverse and representative training data are essential steps to mitigate legal and ethical risks.
Providing Coordination and Oversight:
To effectively navigate the challenges of generative AI, organizations should establish centers of excellence (CoE) focused on the technology’s adoption and governance.
CoEs play a vital role in understanding the capabilities of generative AI, developing policies for its usage, and involving key stakeholders from legal, IT, risk, and other relevant departments.
CoEs ensure coordination, oversight, and responsible deployment of generative AI within organizations, fostering innovation while managing associated risks.
Generative AI in Contact Centers – How to use it
Generative AI is pivotal in redefining customer interactions in contact centers.
However, despite its immense benefits, there are certain challenges and limitations that need to be addressed for seamless communication to boost accuracy in the language understanding models. These challenges can be solved with the Teneo Linguistic Modeling Language (TLML).
https://www.teneo.ai/solutions/openquestion/accuracy-booster
The Teneo Linguistic Modeling Language (TLML) is a state-of-the-art, deterministic language understanding system capable of recognizing and deciphering word patterns in customer speech.
It adds an extra layer of determinism on top of Natural Language Understanding (NLU), Language Learning Model (LLM), and machine-learning classification, attaining precision that eludes probabilistic models.
By producing matches that instigate specific actions based on the customer’s intent, TLML enables the use of LLM and accurately interpret spoken language and enhance contact center operations.
The Working Mechanism of TLML
Teneo can identify a customer’s response, assign an intent to the call, and then extracts crucial information from the text to decide the appropriate response.
For instance, without Teneo, a match on “unlock” would only process the request and route the call into an account support queue.
Alternatively, it might need the creation of a new intent and workflow to probabilistically respond to clarifications like “my device is locked”, “password is wrong”, or “login says my account is locked”.
However, with Teneo, the system matches “unlock”, asks for clarification, and accurately matches the language on “device is locked”, “password is wrong”, or “login says locked”, thus routing the call appropriately.
This strategy employs a single flow, unified clarification, and simple language constraints to assure correct routing.
Teneo’s Unique Strength
Teneo differentiates itself by employing the TLML system to understand and interpret spoken language with more precision than traditional techniques. It uses a unified workflow dependent on words and context to determine conditions, bypassing the need for manually constructed rulesets.
Consequently, TLML streamlines bot and dialogue management by standardizing deployments and reducing dependence on ad hoc solutions and human intervention.
Other platforms rely on metadata markup or custom scripts, leading to the necessity for static and ever-expanding rulesets. Such an approach escalates the demand for resources, infrastructure, and personnel dedicated to maintenance and support.
Key Advantages of TLML
Accuracy Booster
With TLML on top of ML, you can boost accuracy rates from 80% to 95%.
Guardrails for Generative AI and Precision
Implement safety measures at scale to ensure the accuracy and relevance of AI-generated content as well as the correct interpretation of closely related intents.
High-Functioning and Critical Component
TLML is designed to optimize and scale performance across all aspects of bot and dialogue management.
Teneo: Enhancing Customer Engagement
Teneo enhances both agent and customer engagement and accelerates competency by merging TLML with other AI-based technologies. The advanced language understanding capabilities of TLML enable more accurate and efficient handling of customer calls, making it an essential asset for any contact center.
Case Studies: Successful Implementations of Artificial Intelligence in Call Centers
Artificial intelligence in call centers is a new topic to most people, but the technology has been quietly developed over a long period and has been delivering results for businesses all over the world.
Find out how, in any of the following success stories.
Telefónica Germany Creates Industry-Leading IVR Solution
This system provided 24/7 real-time answers that were personalized covered an omnichannel approach.
As a result, there was a 6% increase in IVR resolution rate, and the system handled over 900,000 monthly calls and 200,000 monthly text requests.
The use of AI in this way allowed Telefónica to provide better customer service and improve customer engagement.
ACCESS HERE
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/telefonica
Swisscom Successfully Implements & Operates Europe’s Leading Conversational IVR Project
Swisscom, in collaboration with Teneo, used OpenQuestion as the first point of contact for customers.
The AI solution was multilingual, covering German, Italian, French, and English, and integrated seamlessly with Swisscom’s pre-existing systems.
With this implementation, Swisscom was able to support over 9 million calls per year and increase its transactional Net Promoter Score by 18 points.
ACCESS HERE
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/swisscom
Tech Giant Saves $39M with OpenQuestion
CSG International
https://www.csgi.com/
a top global tech company implemented OpenQuestion and estimated a $39M ROI.
The AI solution saved agent call time by referring 55% of callers to web resources, reduced misrouted calls by 30%, and decreased average handle time by two minutes per call.
OpenQuestion was also scalable, allowing the company to expand its use to high-priority commercial customers.
ACCESS HERE
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/csg
Healthcare Call Center Transformation
These examples demonstrate the significant positive impact AI can have on call center operations, from improving customer service to reducing operational costs and increasing overall efficiency.
Note that the specific outcomes will depend on the particular context and implementation approach of each company.
ACCESS HERE
https://www.teneo.ai/learning-hub/conversational-ivr-case-studies/global-healthcare-tech-company
Q1 2023 Results | Presentation
Source
https://www.investors.artificial-solutions.com/wp-content/uploads/ASAI_Q1_2023_Report_PPT_ENG-1.pdf
QUARTERLY REPORT JANUARY TO MARCH 2023
Source
https://www.investors.artificial-solutions.com/wp-content/uploads/2023-Q1_Earning-Release_Final.pdf
Notice to attend Annual General Meeting in Artificial Solutions International AB.
Source
https://news.cision.com/artificial-solutions-international-ab/r/notice-to-attend-annual-general-meeting-in-artificial-solutions-international-ab,c3774961
May 25, 2023
Please read the FULL REPORT at:
https://news.cision.com/artificial-solutions-international-ab/r/notice-to-attend-annual-general-meeting-in-artificial-solutions-international-ab,c3774961
Artificial Solutions International AB improves customer experience with IVR VR solution.
Source
https://de.marketscreener.com/kurs/aktie/ARTIFICIAL-SOLUTIONS-INTE-55820170/news/Artificial-Solutions-International-AB-verbessert-das-Kundenerlebnis-mit-IVR-VR-Losung-43956076/
May 25, 2023
Artificial Solutions International AB has made significant strides in transforming the operations and service level of its Cardiovascular Patient Technical Services Group. Patients requesting urgent cardiovascular health support and information have received significantly improved customer service, ensuring their calls are answered more quickly and accurately. A crucial improvement for those in need of emergency assistance.
By adopting technology that provides better solutions for patients, the company has also saved $6 million, reduced call handling costs by 20% and over 1.05 since implementing Artificial Solutions' OpenQuestion IVR solution Handle millions of calls. The solution saved +36,000 call agent hours, increased customer satisfaction by 8%, reduced waiting time by 37% and improved service levels by 18%. The healthcare technology company remains focused on customer-centric improvements and has ambitious plans to further improve its service levels and patient outcomes through innovative approaches.
Teneo streamlines user experience with innovative updates.
Source
https://de.marketscreener.com/kurs/aktie/ARTIFICIAL-SOLUTIONS-INTE-55820170/news/Teneo-rationalisiert-Benutzererfahrung-mit-innovativen-Updates-43934044/
May 22, 2023
Teneo.ai (Artificial Solutions International AB (publ)) announced a major update to the Teneo user interface, offering a streamlined and intuitive experience for all users. This update moves key functionality that was previously available in a separate front end directly to the Studio and APIs. With this change, Teneo simplifies the data management process by placing relevant functions closer to where the data is generated and consumed, while the Studio UI allows users to manipulate data extensions, save results, and easily access data synchronize.
In addition, the latest version of Teneo includes numerous improvements based on user feedback: the ability to hide the flow overview on both desktop and web platforms; enhanced view for script and TLML fields on flow nodes on web; Teneo continues to improve its web offering, introducing features such as Import/Export/Add Content and Class Manager; Finally, Teneo expands its public API and offers more tools for language objects, entities, folders and library handling. See Teneo's website (7.2) for more details. Teneo has a variety of connectors that improve integration with a wide range of leading tools and platforms:
Backend connectors:
These enable Teneo to connect to popular platforms such as Microsoft QnA Maker, Salesforce and HubSpot as well as to the newly added Genesys Cloud (for-genesys-cloud-cx).
Channel Connectors:
Teneo can now connect to a variety of communication channels including Amazon Alexa, Facebook Messenger, Slack, Teams and WhatsApp. Data Connectors: These connectors facilitate the integration of data visualization tools such as Google Charts and Microsoft Power BI; Live Chat Integration: Teneo now supports integration with popular live chat platforms such as Genesys Cloud Chat and LiveChat Inc.
The latest innovation in Conversational AI arrives with Teneo.
Source
https://www.artificial-solutions.com/blog/the-latest-innovation-in-conversational-ai-arrives-with-teneo
July 5, 2022
The latest upgrade to Teneo has arrived and with it, the leading SaaS-based platform for developing and scaling Conversational AI solutions, just got better.
In this article, we will cover the key updates to the platform and explain how Artificial Solutions’ approach to Conversational AI enables organizations and developer teams to create industry-leading customer experiences.
Providing creators with the power of creativity
This release builds upon Teneo’s pedigree as the most productive & efficient platform for conversation design and solution development.
Focusing on a more intuitive and effective developer’s journey, one that emboldens creativity and enhances productivity, this latest release will enable teams to build better customer experiences faster, with higher quality and greater efficiency.
One of the keys to unlocking a better customer experience, is improving the developer experience while using Teneo. Creativity and productivity are dramatically enhanced when creators can focus on the product, not the tools, therefore, Teneo has been designed to be a natural extension of the creative process.
The platform arms developers with the expert tooling they need to be their most productive, while supporting them throughout the development lifecycle with quality assurance and design intelligence, guiding them and assisting them from build to implementation and through continuous, ongoing improvement.
Expanded Studio Access
One of the most important new features of the platform is the expanded access to Teneo Studio. Teneo now supports users accessing Studio over a streamlined web client as well as through a feature-rich desktop client.
As Conversational AI development teams become increasingly diverse, drawing support from traditional application developers, advanced conversation designers, as well as from subject matter experts within the business, it has become even more critical to cater to these unique and varied user experiences.
For advanced technical users that want a more traditional IDE, Teneo Studio’s desktop client might be ideal. For lesser technical business users, the new web client may make more sense. Or perhaps an advanced user just wants to make a simple change or review a flow design, in which case the web client may be more effective.
Either way, users are free to choose whichever client works best for them and can pivot and change throughout their development journey as needed.
Optimized Development Experience
Whichever access method you choose, whether it’s web or desktop, the next set of improvements you’ll find in the latest release will be the optimized flow design experience.
As Conversational AI use cases continue to expand in terms of scope and complexity, the underlying workflows that support them also grow. Conversation designers building solutions for the enterprise contact center find themselves wrestling with interfaces never designed for solutions at such scale.
However, Teneo’s improved design canvas supports even the most complex and complicated flows without subjecting the builder to an equally complex and complicated user interface. Teneo Studio keeps developers focused, productive, and “in the zone”, regardless of the solution’s scope and scale.
Teneo clears up the often cluttered and inefficient CAI workbench, by exposing only what’s needed, when it’s needed. Teneo Studio provides descriptive and explainable features with a perspective geared toward conversations and customer experience, rather than systems and technology.
Improved Solution Quality
Teneo Studio leverages decades of experience from Artificial Solutions’ team for building and refining large-scale, enterprise-grade contact center solutions to provide users with expert support throughout the development lifecycle.
The developer’s journey in Conversational AI is often a slow and cumbersome one, made more inefficient by a quality control process that typically kicks in after initial design and development.
With our latest upgrade, Teneo introduces quality assurance and support at the very outset of solution design that continues support through the development lifecycle. Teneo Studio will guide, recommend, and provide quality insights and recommendations at every step along the way.
Supportive, descriptive, and explainable tooling makes Teneo easier to learn and easier to master. Ensuring your customer experience solutions are delivered faster, with greater functionality, and with higher quality.
Learn more, here.
https://www.teneo.ai/guide/experience-teneo-seven
Artificial Solutions announces new capabilities in Teneo.
Source
https://www.artificial-solutions.com/blog/artificial-solutions-announces-new-capabilities-in-teneo
June 30. 2022
Focus on enhanced collaborations deliver the next generation of Conversational AI for enterprises on Microsoft Azure.
Artificial Solutions is pleased to announce further additions to Teneo, the most versatile Conversational AI platform for automation, driving revenue growth and cutting operating costs. Teneo is a pay-as-you- go, open and modular platform that is deeply integrated and optimized for the Microsoft Azure ecosystem, representing a single platform to develop, test, approve and publish Conversational AI solutions.
Teneo includes a range of new features that allows enterprise-level organizations to develop next-generation conversational customer experiences with no-code, low-code, and pro-code capabilities, all in one platform.
Teneo’s new UX provides:
- The freedom to put the customer experience at the foreground of the builder’s journey, to transcend the development process with a focus on the conversation.
- An enhanced Web and Studio UI that allows conversation designers to build solutions with remarkable efficiency. A platform so intuitive that it becomes a natural extension of the creative process.
- An improved flow editor that keeps the developer “in the zone” creatively and productively. A design canvas that keeps the developer focused on conversations and customers, not systems and technology.
- An optimized design canvas that will guide, recommend, and provide quality control throughout the development journey, ensuring conversations are built correctly the first time, every time.
- A clutter-free workbench. Gradually exposing exactly what builders need, and only when they need it. Teneo will supercharge your team’s creative skills. Descriptive and explainable tooling makes Teneo both easier to learn and easier to master.
Design and development teams will be provided with a diverse range of tools that will help them to achieve their full potential and create industry-leading Conversational AI solutions, as demonstrated by Swisscom
https://www.artificial-solutions.com/conversational-ai-case-studies/telco
and
Škoda Auto.
https://www.artificial-solutions.com/conversational-ai-case-studies/skoda
Andreas Wieweg, Artificial Solutions´ Chief Technology Officer, said:
“Our new additions will provide even greater capabilities to new and existing customers. We know how frustrating it can be to work with platforms that don´t scale, which is why we have created a platform that provides ultimate freedom and unlimited growth opportunities for conversational design teams.”
Teneo currently provides $7m in monthly savings for Artificial Solutions´ customers, while also supporting an 80% growth in conversational volumes seen across 65+ international implementations. The platform also allows users to build CAI solutions in 85+ languages, with additional dialects being planned over the course of 2022. Teneo is FULLY GDPR-compliant, ensuring the safety and protection of organizations and customers data.
Learn more about Teneo’s latest features, here
https://www.teneo.ai/guide/experience-teneo-seven
Artificial Solutions Announces Enterprise Partnership with CGI.
Source
https://www.artificial-solutions.com/blog/artificial-solutions-announces-enterprise-partnership-with-cgi
June 30, 2022
Artificial Solutions® (SSME: ASAI), the leading specialist in Conversational AI (CAI), today announced a new partnership agreement with CGI, one of the largest IT and business consulting services firms in the world.
The deal will see CGI use Artificial Solutions´’ SaaS platform, to develop and deploy conversational solutions for public and private sector organizations throughout Europe.
Mykola Sochynskyi, Global Partner Manager for Artificial Solutions, said:
“This partnership brings significant benefits to CGI and Artificial Solutions’ client base. CGI has been able to create and deploy highly intelligent conversational customer experiences for their customers thanks to the strong core consulting and technical skills they have in combination with the Teneo platform. CGI’s drive for excellence and high-security standards have already had a positive impact on our platform features.”
As an insight and data-driven organization, CGI
https://www.cgi.com/uk/en-gb/banking-and-financial-markets
is a leading provider of technology services around the world. Their ability to deliver complex, digital transformation initiatives that are both sustainable and scalable allows the group to be a leader across 21 vertical markets and in 400 international markets.
Adam Kobeissi, Vice President of Asset Finance for CGI in the UK said:
“As a systems integrator and innovator, the CGI team has found Artificial Solutions Teneo solution a flexible and fast way to deliver Conversational AI solutions that incorporate the disparate channels and backend systems in use at our clients. It allows us to easily add intelligence to the automations we build and its component-connector architecture means we can leverage best-in-class technologies across the operational value-chain.”
Per Ottosson, CEO of Artificial Solutions, said:
“We’re delighted that CGI has chosen to use Teneo for developing conversational customer experiences. We’re confident that our technology is amongst the best in the world and that our team has created a platform which will support the long-term growth of our partners and their respective clients.”
Teneo is a SaaS platform that allows Conversational Design teams to create automated text or voice responses in order to support and communicate with users. With 86 languages and a diverse range of integrations that allows users of the platform to work with the likes of WhatsApp, Slack, Facebook Messenger, SMS, Telegram and a variety of existing CAI platforms, Teneo is amongst the leading technologies in the sector.
About CGI
Founded in 1976, CGI is among the largest independent IT and business consulting services firms in the world. With 84,000 consultants and professionals across the globe, CGI delivers an end-to-end portfolio of capabilities, from strategic IT and business consulting to systems integration, managed IT and business process services and intellectual property solutions. CGI works with clients through a local relationship model complemented by a global delivery network that helps clients digitally transform their organizations and accelerate results. CGI Fiscal 2021 reported revenue is $12.13 billion and CGI shares are listed on the TSX (GIB.A) and the NYSE (GIB)
Learn more at
https://www.cgi.com/en
Why the Telco Industry Needs to Harness EX.
Source
https://www.artificial-solutions.com/blog/why-the-telco-industry-needs-to-harness-ex
June 20, 2022
Contact Centers are under more pressure than ever as challenges continue to impact telecommunication organizations due to rising customer expectations and an increase in the complexity and range of difficulties call center agents face in 2022.
The long-term impact of the COVID-19 pandemic can be seen across international contact centers, as recruitment and staffing issues have only been exacerbated by the global shutdown, as highlighted by ‘The Great Resignation’. This has increased the pressure on enterprise-level organizations operating in the telco sector in various ways, as both staff retention and recruitment has been made more difficult than ever.
Customer experience (CX) has always represented somewhat of a battleground for the telco industry, but this has taken on even greater importance as consumer behavior and attitudes have transformed so radically over the past two years.
As a result, the adoption of Conversational AI (CAI) has been prioritized by forward-thinking organizations that understand the impact that such technology can have for reducing Average Handling Times (AHT), increases in Net Promotor Scores (NPS), conversion rates, transfer quotas and automation.
A growing number of use cases, such as that of Swisscom,
https://www.artificial-solutions.com/conversational-ai-case-studies/telco
can now be seen across the telecom sector, demonstrating the dramatic improvements that CAI can have on CX. However, few distinctive use cases have been built around Employee Experience (EX) in the industry, highlighting the importance of creating greater balance between customer and employee satisfaction.
Balancing the scales of CX and EX
Typically, customer success teams and product team are situated in head offices and receive large budgets to invest in innovative technology that will help a brand to connect with its target audience and existing customers on a deeper level via digital channels. This is one of the precise reasons a number of telecommunication leaders use the likes of Teneo to build highly complex Conversational AI solutions and deploy them across their contact centers. Customers are able to connect with an intelligent voicebot and have their problems solved in a much faster and efficient manner.
However, EX is yet to hold as much sway when it comes to the use of Conversational AI. The benefits are so clear for the customer facing element, the benefits offered to internal employees are often overlooked and use cases are not designed to with employees in mind as a primary beneficiary, however, if they were, the impact could be significant for a large contact centre.
According to Mckinsey:
https://www.mckinsey.com/pe/~/media/McKinsey/Business%20Functions/Operations/Our%20Insights/Boosting%20contact%20center%20performance%20through%20employee%20engagement/Boosting-contact-center-performance-through-employee-engagement.ashx
“Engaged and satisfied call-center employees are; 8.5x more likely to stay than leave within a year, 4x more likely to stay than dissatisfied colleagues, 16x more likely to refer friends to their company and 3.3x more likely to feel extremely empowered to resolve customer issues.”
In the same report, the issue of poor EX impacts contact center employees more than any other vertical.
“The levels of satisfaction varied across industries: for example, banking, securities, and financial services had the highest proportion of respondents who reported being extremely satisfied at 52 percent, followed by travel, transport, and logistics at 44 percent and nonhealthcare insurance at 35 percent (which also had the lowest overall percentage of dissatisfied employees). Meanwhile, telecommunications and technology earned the lowest marks, with just 25 percent.”
The requirement for the telco industry is clear. Put a stronger focus on EX and the benefits will be felt across an organization.
From the standpoint of Conversational AI deployment and implementation, this mean inviting employees and managers into the process of designing conversational flows and processes. Contact center agents and those in direct contact with customers are at the front line of customer engagement and therefore have the best understanding of the most common questions and answers.
By involving a range of employees in a project and connecting a CX and EX team, the outcome is likely to have a bigger impact internally and externally. Furthermore, inviting agents to provide suggestions will provide an opportunity for them to feel more involved in high-level strategic decisions, which plays a key role in employee satisfaction.
“Our research found that a handful of factors—and not just wages or job-related stress—have the greatest influence on employee satisfaction and retention. Accordingly, companies should focus on improving the factors within their control to make employees feel empowered. Several activities such as the frequency and effectiveness of huddles, the duration of training (or nesting), the opportunities for socializing, and intentional supervision have proved effective. Collectively, these activities can be potent tools to foster a sense of belonging among agents and improve agent retention.”
For the next-generation contact center operated by an organization in the telco industry, placing a strong focus on EX as well as CX is imperative in order to make the most of technologies they adopt. The full potential of CAI is only realized when applied with both internal and external stakeholders in mind.
ASAIF: effective June 21,2022 a one for 10 reverse split:
https://otce.finra.org/otce/dailyList?viewType=Symbol%2FName%20Changes
Bulletin from Artificial Solutions 2022 annual general meeting.
Source
https://news.cision.com/artificial-solutions-international-ab/r/bulletin-from-artificial-solutions-2022-annual-general-meeting,c3576122
MON, MAY 30, 2022 11:00 CET
Please read the FULL REPORT at:
https://news.cision.com/artificial-solutions-international-ab/r/bulletin-from-artificial-solutions-2022-annual-general-meeting,c3576122
Quaterly Report January to March 2022
Source
https://investorshub.advfn.com/secure/post_new.aspx?board_id=39215
FRI, APR 29, 2022 07:30
SAAS ON STRONG GROWTH TRAJECTORY - API CALLS VOLUMES UP 84% AND SAAS ARR UP 37% IN THE FIRST QUARTER.
Please read the FULL REPORT at:
https://news.cision.com/artificial-solutions-international-ab/r/quaterly-report-january-to-march-2022,c3556519
ŠKODA AUTO, Artificial Solutions & Cognizant announce European expansion of Conversational AI Solution.
Source
https://www.artificial-solutions.com/blog/skoda-auto-artificial-solutions-cognizant-announce-european-expansion-of-conversational-ai-solution
April 28, 2022
Artificial Solutions® (SSME: ASAI) announces today that ŠKODA AUTO is expanding its Conversational AI
https://www.artificial-solutions.com/conversational-ai
solution to cover new European regions, taking the total number of countries covered by its chatbot ‘Laura’
https://www.skoda.ie/
to 13. ‘Laura’ is an intelligent chatbot that provides customers with valuable information, helping them in the process of new ŠKODA vehicle selection by advising them which vehicle best fulfills their expectations and requirements and guiding them through the following steps, like test drive booking or requesting a tailored quote from a dealer.
With the support of Artificial Solutions’ partner Cognizant,
https://www.cognizant.com/de/de
ŠKODA AUTO will be able to increase the reach and capabilities of ‘Laura’, which has already provided a significant increase in test drive bookings for the car manufacturer
Each new region will see the deployment of solutions in their respective native language, allowing for deeper levels of engagement and communication with customers across Europe..
The regions within Europe include France, Spain, United Kingdom, Poland, Serbia, Sweden, Ukraine, Czech Republic, Slovakia, Ireland, Finland, and Italy. The project has also been expanded to New Zealand.
The solution, built and launched in 2020 by Artificial Solutions’ award-winning SaaS platform Teneo, has gradually scaled upwards across the European continent over a two-year period, providing car buyers with highly personalized conversational customer experiences.
Veronika Marecková, Business Lead from ŠKODA AUTO, said:
“The expansion of our Conversational AI solution in these key regions further demonstrates our commitment to provide our customers with the best service and experience possible. The dedicated team has been working hard in order to expand the market coverage and capabilities of ‘Laura’ and we’re extremely excited about the next phase of our project and look forward to sharing ‘Laura’ with millions more people.”
Harshit Mistry, Engagement Lead of Automotive Industry Consulting at Cognizant, added:
“ŠKODA AUTO has demonstrated a strong commitment to build best-in-class conversational customer experiences by investing in technology and in specialized teams that focus on delivering results. The success of their virtual assistant ‘Laura’ has demonstrated that consumers want a personal and bespoke experience when interacting with a brand online and so, we’re delighted to announce this expansion and further enhance the position of ŠKODA AUTO and Cognizant as industry-leaders in this field.”
Joel Plazzotta, Account Executive for Automotive at for Artificial Solutions, said:
“Once more, Teneo has demonstrated its ability to scale solutions effortlessly and adapt to highly complex requirements and client needs. ŠKODA AUTO has enjoyed significant success and gained a competitive edge over its competitors over the past two years by investing in Conversational AI and by showing a commitment to growing its dedicated team. I’m thrilled with the results we have achieved so far and look forward to many more years of expansion and success.”
Conversational AI is shaping the future of Contact Centers.
Source
https://www.artificial-solutions.com/blog/conversational-ai-is-shaping-the-future-of-contact-centers
April 27, 2022
Think back to 2020, when lockdowns and work-from-home became the norm for most people suddenly. Can you recount how many times you tried to engage with a business or government office, only to be put on hold for a while because support teams everywhere were overwhelmed by the unexpected avalanche of calls? What is the Future of Contact Centers?
Experiencing a pandemic has changed us as customers forever. It disrupted and transformed the way people expect to interact with organizations demanding 24/7 accessibility and support across channels. From medical support, rescheduling holidays to obtaining emergency loans, call centers have been at the center of it all. In a time that heavily influenced consumer loyalty, slow responses, high attrition rates, call volumes and delays meant that organizations faced a huge loss in brand confidence.
Contact Centers today are facing challenges born out of the pandemic, that continue to impact operations and customer satisfaction in three major areas:
- Supporting the Customer: call centers are still experiencing long wait times and are having difficulty keeping up with the demand, which increases negative customer feedback.
- Digital transitions: the rapid pace of digitalization has left contact centers with disjointed self-services experiences and fragmented operations that were implemented in a rush.
- Reactive operations: rising costs to serve, regulatory changes, staff shortages – contact centers leaders are having to manage new strategic challenges while keeping up with unprecedented rise in customer contact demands resulting in reactive management.
But not everything is bad news; thanks to technologies such as Conversational AI, the future is bright but complicated. Legacy systems, staffing and costs are hampering change but, if implemented right, Conversational AI (CAI) can bring solutions to the challenges previously mentioned and offer quantifiable results to contact centers such as better NPS and cost savings.
We suggest that companies take a holistic approach to their omnichannel support and use CAI to enhance those channels that make sense to automate.
This is explained in the graphic below:
The ROI of a conversational AI solution, such as virtual agents, and the impact that these will have on customers’ satisfaction will increase proportionally to the complexity of the use case and the maturity of the enterprise.
See how in the graph below:
If you want to learn more about this topic, Artificial Solutions and CGI
https://www.cgi.com/en
hosted a webinar about “The Future of Contact Centers: Digitalizing using Conversational AI”. Adam Kobeissi (CGI), Chidi Akurunwa (CGI) and Mykola Sochynskyi (Artificial Solutions) talked about how, with advances in Process Automation and Machine Learning, the answer lies in Conversational AI
https://www.artificial-solutions.com/conversational-ai-technology
to provide human-like experiences with meaningful outcomes.
Click below to watch the full webinar on-demand and learn how Conversational AI is changing the way contact centers operate.
https://www.brighttalk.com/webcast/17594/532931?utm_source=blog-post&utm_medium=button&utm_campaign=532931&utm_term=AS-blog&utm_content=button-link
The IVR is Dead – How to measure success in customer service in 2022.
Source
https://www.artificial-solutions.com/blog/the-ivr-is-dead-how-to-measure-success-in-customer-service-in-2022
April 6, 2022
Marie Angselius Schönbeck, Chief Impact Officer at Artificial-Solutions, the home of Teneo.
https://www.artificial-solutions.com/teneo/teneo-studio
COVID-19 is yet again keeping people indoors and socially distanced, and many states and countries and are reapplying restrictions. And with the lack of face-to-face interactions, the importance of customer service has never been greater or more important, meaning the sector has increasingly relied on technology to support their customers with service.
While more traditional technology solutions, like IVR and robust analytics capabilities, will continue to grow in importance as standard issue, the pandemic has forced call centers to deploy more forward-looking technology solutions to address an increase in call volume and negative calls. AI technology is growing so fast for a good reason, Juniper Research
https://www.cnbc.com/2017/05/09/chatbots-expected-to-cut-business-costs-by-8-billion-by-2022.html
found that AI tech is expected to reduce business costs by $8 billion annually by 2022.
Modern Conversational AI, integrated with a standard IVR, can yield a much higher ROI and success rate. A conversational bot can handle the increasing number of interactions in multiple languages at the same time. At Škoda, a conversational bot increase web conversion rates by 400%,
https://www.artificial-solutions.com/conversational-ai-automotive-v2
delivers 24/7 personalized advice on choosing, specifying and purchasing car.
Yet, despite the advantages, there are times that technology doesn’t´ provide better CX. We still face poor solutions. Every time I try and purchase a railway ticket or get a response from my bank, I can’t help myself in thinking how inefficient it is to keep someone trapped in the IVR-horror. A big black hole of inefficiency and bad service. And I am not alone.
61% of consumers believe that reaching an IVR menu when calling a business makes for poor customer experience, leading more than half to abandon the company altogether, according to a study by Vonage.
https://www.vonage.com/about-us/vonage-stories/the-horrors-of-ivr/
Irrelevant, time consuming options creates agitated experiences and as a result businesses loose customers, as they take to competitors.
IVR technology is costing businesses $262 per customer
https://www.cmswire.com/customer-experience/call-centers-vs-contact-centers-understanding-the-key-differences/
each year. As a result, businesses are looking towards newer technologies to support human call center agents. Accenture predicts AI will increase business productivity by over 35 percent
https://www.accenture.com/in-en/insights/artificial-intelligence-summary-index
before 2040 in the US alone.
However, despite the fact that technology like Conversational AI plays a more important role than ever in customer service, customers still don’t get resolutions fast enough. To retain customers, it is essential to implement a solution with focus on the customer experience (CX).
I have been involved in AI projects for many years, around the globe, and if I could select one example as a sort of “role model” for bringing success it would be Swisscom’s
https://www.swisscom.ch/en/about.html
effort to use Conversational AI to enhance customer experience in its TV businesses, that handles 9 million annual customer calls.
With their Conversational AI-solution, Swisscom uses the most natural interface to interact with its customers on its hotline: the human language via Conversational AI. Customers explain their matter in their own words and are directed to the right team – they can communicate in national languages (German, Italian, French and Romansch) and even in non-written Swiss dialects. NPS scores have sky rocketed by +18 points.
In my experience, the first rule to achieve great customer experience, CX, is to focus on the right targets when measuring success:
Net Promoter Score
https://en.wikipedia.org/wiki/Net_promoter_score
- the number of customers that would recommend your services. Measure satisfaction rates after every conversation.
Conversion rate - to which extent a chat transforms conversations online into new business.
Transfer Quota - the number of calls being routed to the wrong department, for instance to invoicing instead of to tech support
Automation Quota - the number of calls that can be handled with no human interference at all.
And its all about people. Introduce Conversational AI in the organization without creating fear in employees and partners. Be transparent and move staff up – when they don’t have to handle trivial stuff due to automation; give them a chance to build expertise in areas that AI can’t handle.
Follow Marie on LinkedIn
https://www.linkedin.com/in/marie-angselius-sch%C3%B6nbeck-09053724/
for more insights and to learn about CCX in 2022.
Sean Mcllrath announced as new VP of Americas for Artificial Solutions.
Source
https://www.artificial-solutions.com/blog/sean-mcllrath-announced-as-new-vp-of-americas-for-artificial-solutions
April 7, 2022
Artificial Solutions has named Sean Mcllrath as the new Vice President of Americas, continuing the company’s strong team expansion in 2022.
With 20+ years of enterprise experience, Sean McIlrath’s understanding of AI software operation and keen collaboration skills have made him a leader in B2B sales. A distinguishing component of his professional background is his experience running and building sales GTM for AI, machine learning, and automation service.
Sean has 10+ years of experience with AI and cloud-based technology; this level of experience sets him apart from other leaders in the industry and has aided him to generate $1B+ in revenue for some of the world’s largest companies.
On his appointment, Sean said:
“I’m delighted to join Artificial Solutions. It´s an exciting time for Conversational AI and its potential to change the CX landscape for many companies that are ready to finally ´go big´. I look forward to building a world class organization in the US to reach our goals.”
Chief Revenue Officer, Nicolas Köllerstedt, added:
“Sean brings a wealth of experience to our team and we´re looking forward to seeing the impact of his leadership across our operations in the Americas as well as within our organization. As a clear and strategic communicator, Sean has a demonstrated history of developing partnerships and relationships in the technology sector while also driving growth on multiple fronts. His addition highlights our ambition to lead the CAI market and to build an industry-leading company.”
GrapeTree Medical Staffing Launches Conversational AI Solution Built on Teneo.
Source
https://www.artificial-solutions.com/blog/grapetree-medical-staffing-launches-conversational-ai-solution-built-on-teneo
April 4, 2022
The specialist healthcare recruitment organization, GrapeTree Medical Staffing,
https://www.grapetree.com/
has launched a Conversational AI (CAI) recruitment solution, built using Artificial Solutions’ SaaS platform, Teneo.
https://www.artificial-solutions.com/developers
The solution will support online job applications and interview processes that candidates experience at the GrapeTree portal.
The goal is to automate, reduce disengagements and increase the customers experience in the recruitment process. For Grapetree, the key objective to provide the candidates with guidance and information. Teneo is also on hand to provide information to candidates before key interview steps, helping to prepare individuals and increase the rate of successful hires.
Furthermore, conversational data is collected throughout the online process, allowing for informed and data-driven decisions to be made by the organization, such as streamlining and content support provision at different stages of an application being received, and an interview being processed.
Joaquim Bargalló Angerri, Director of Customer Success for Artificial Solutions, said:
“In only two weeks, Grapetree´s virtual assistant handled 17k API calls alone, demonstrating the instant impact that Teneo brings. Teneo is built to allow for rapid growth and we’re excited to see how our technology will be used in the very capable hands of the GrapeTree team.”
Teneo is a SaaS platform built for enterprise, allowing organizations to design, develop and deploy highly complex CAI solutions in 86 languages. The technology has been developed over a 20-year period and includes a range of industry-leading features and core capabilities.
About GrapeTree Medical Staffing
GrapeTree is a 24/7 healthcare staffing agency that offers staffing solutions to healthcare facilities throughout 12 states and has been operating for 20 years.
The organization provides quality healthcare professionals to fill last minute or long-term shifts due to staff being sick, on leave or on vacation.
Artificial Solutions announces deal with one of the largest Healthcare Providers in the world.
Source
https://www.artificial-solutions.com/blog/artificial-solutions-announces-deal-with-one-of-the-largest-healthcare-providers-in-the-world
April 4, 2022
Artificial Solutions® (SSME: ASAI), the leading specialist in Conversational AI (CAI),
https://www.artificial-solutions.com/conversational-ai
today announced the signing of a three-year licensing agreement with one of the largest single-payer healthcare system in the world. The deal will allow access to Artificial Solutions SaaS platform, Teneo.
https://www.artificial-solutions.com/teneo
The healthcare institution’s goal is to create complex conversational customer experiences across its digital properties and within its core communication channels. The organisation is aiming to see the deployment of CAI solutions at the end of Q2 2022, with a national roll-out set to take place in the near future.
Per Ottosson, CEO of Artificial Solutions, said:
We’re delighted that one of the most recognizable names in European healthcare has chosen to use Teneo as its primary tool for developing conversational customer experiences. We’re confident that our technology is amongst the best in the world and that our team has created a platform which will support the long-term growth of our customers.
Teneo is a SaaS platform that allows Conversational Design teams to create automated text or voice responses in order to support and communicate with users. With 86 languages and a diverse range of integrations that allows users of the platform to work with the likes of WhatsApp, Slack, Facebook Messenger, SMS, Telegram and a variety of existing CAI platforms, Teneo is amongst the leading technologies in the sector.
Microsoft’s LUIS platform is also integrated with Teneo, while Apple, IBM and Google all use patented technology built by the Artificial Solutions Development team.
Intern Diary: Week 8
Source
https://www.artificial-solutions.com/blog/intern-diary-wk-8
April 4, 2022
Happy Monday and happy first full week in April!
This diary entry marks 2 months of the start of being the marketing intern at Artificial Solutions, so this is a small celebratory entry to mark this small milestone in my professional career!
This entry also marks the end of my final university exams! I honestly can’t believe that it is happening, and that I don’t have to keep studying for tests anymore? It all seems very surreal, and I haven’t really gotten to internalize it, yet. But right now, I’m just very excited about the end of the crazy period of my life of juggling classes alongside my internship!
It has definitely been a challenge to keep up with all the different responsibilities that I had, but I’m happy that I took the leap into doing an internship alongside my studies, so that I could get an insight into working in marketing before finishing up my degree and starting to look into the path that I want to keep following.
It was a learning curve at the beginning, especially because of everything that was going on in the company at the time, meeting-wise and strategy-wise, and especially in an industry that I had no knowledge about before (you can hear about that in my previous intern diary entry!), and a lot of the technical terms and buzzwords were brand new to me, so it was a lot of learning on the fly.
I’m thankful the team has been so understanding of the conflict of schedules and of responsibilities that I had, so I think if you’re also planning on doing an internship alongside your studies you definitely have to look for an opportunity that offers a certain level of flexibility, because I know of many that struggled a lot more because they didn’t get to go to classes or had to skip important lessons due to job responsibilities that they couldn’t get out of. I think flexibility is key to be able to make the double commitment work during a stressful period like exams, which are very time consuming.
Given that my life has been very, very busy this past week, I haven’t had many strict deadlines to meet (thank you, team!) but I’ve been planning ahead on some different future projects and we’re getting a new team member this week, I’m very excited to meet Marina, Demand Growth Specialist, and I will tell you all about our team adventures that happen this week in the next entry!
I’m glad I can dedicate 110% of my effort on being an intern now, though, because I only have my dissertation left, and can finally work full time, instead of running all around Barcelona trying to get from one place to the other!
Hope everybody has a wonderful month, and that nobody pranked you too hard on April Fool’s.
Intern Diary: Week 7
source
https://www.artificial-solutions.com/blog/intern-diary-wk-7
March 28, 2022
Happy Monday!
Andrea, the Artificial Solutions marketing intern, is proud to say I’m still out here kicking!
I made it through week one of two of finals, we’ll see how this one goes. I confess that my room right now is a mess of papers thrown around everywhere, meticulously divided into different sections to determine what I have gone over and what I haven’t, and I can happily say that the “studied” pile is finally larger than the “to study” pile! Finally!
I have a small confession to make this week, actually.
And that is that when I first started looking into Artificial Solutions for this job, I had no idea what Conversational AI was.
I know! How dare I! But honestly, I had been highly disconnected from the world of Artificial Intelligence throughout my life, with most of these big emerging technologies being too fleeting or too abstract for me to take the time to truly understand them.
The world of Conversational AI is one that I never saw myself going into or learning about, but now I can’t stop looking at the small chatbots that are available in almost any website, and I have realized what a widespread and important technology it has become.
I’ve fought with my share of chatbots online,
https://www.artificial-solutions.com/blog/why-chatbots-are-annoying-make-sure-yours-isnt
just like anyone else, just arguing with a chatbot that absolutely refuses to understand whatever it is that you’re trying to say, fully ignoring the point, and just resending the same useless message. I guess I had grown slightly resentful of both chatbots and voice bots who would be in conversation with me when I was trying to fix an issue. I confess that when I’m on the phone with a bot I actively try to make it not understand so that I’m redirected to an actual human.
I guess I am Conversational AI’s worst nightmare as a customer.
And I guess that most of the conversational AI solutions that are available in the market are like that, because now that I (slightly) know about the technology I am still annoyed whenever I have to make use of most of them.
They don’t truly adapt to the conversation that is actually going on, and I knew that if the conversational solutions built by Teneo
https://www.teneo.ai/
were anything like those I would have to definitely pretend to like the platform. So, I’m just glad that Teneo is more complex, and therefore builds more complex conversations.
I guess, overall, I was just surprised at the fact that this huge industry had just been flying over my head this entire time, with a widespread adoption in fields that I had never thought of.
My mom talked to me about it last week (hi mom!), mentioning that there was an initiative that she saw on the news where a chatbot
https://www.inamu.go.cr/web/inamu/violencia
was created so that victims of domestic violence were able to get information, guidance, and call out for help, all without the fear of being judged by another person at other side of the conversation.
She thought that it was a good idea and was happy to hear that the company I worked in was building a technology that had so much untapped potential for good and that could have such a positive impact on the lives of individuals, and that slowly as an industry we are getting there.
I’m actually off to go to a talk on Conversational AI!
Tune in next week to see if I make it out of my undergrad in one piece!
Loomis signs agreement with Artificial Solutions.
source
https://www.artificial-solutions.com/blog/loomis-signs-agreement-with-artificial-solutions
March 28, 2022
Loomis
https://www.loomis.com/en
to increase customer experiences with the help of Artificial Solutions’ Teneo,
https://www.artificial-solutions.com/teneo
as a step in their efforts to combine the physical and digital customer offering.
Loomis operates through an international network of more than 400 branches in more than 20 countries. Teneo is available in 86 languages and has an outstanding ability to transform customers’ digital experiences as it provides bot-builders with the most productive and scalable development platform in the marketplace.
“We are proud that Loomis, who is at the center of the payment ecosystem, are committed to deliver market leading conversational AI to improve satisfaction levels”, said Per Ottosson, CEO at Artificial Solutions.
Artificial Solutions’ Teneo provide outstanding levels of automation, ROI and TCO:
ROI (Return of Investment)
Teneo transforms contact centers into a cognitive contact center to increases automation and accuracy of routing over 120,000 voice calls per month. $39M ROI: that’s what a global tech company benefits from adding Conversational AI to its IVR.
TCO (Total Cost of Ownership)
Using Teneo one large enterprise handle more than 400K conversations per month and 98 % of the tasks completed successfully. Only 3 people needed to build and maintain the solution.
AUTOMATION
A European Telco built its own multilingual (English, Italian, French and German) voice assistant in under 9 months. The new digital brand ambassador handles over 2,000,000 dialogues per month and has achieved 40% higher resolution rates for automated flows.
CUSTOMER EXPERIENCE
Completed dialogue flows have improved by 25% and there’s a +30 tNPS (transactional net promoter score) increase over chat channels and +18 tNPS over voice.
SPEED IN GO-TO-MARKET
It took less than 6 months to integrate Teneo in the complex architecture of one of the largest Telco’s, leveraging the already existing investments in Azure, Nuance, and Genesys.
Intern Diary: Week 6
source
https://www.artificial-solutions.com/blog/intern-diary-wk6
March 21, 2022
Hello! It’s a very stressed marketing intern checking in again from a rainy Barcelona!
This Tuesday marks the beginning of (hopefully) the last finals that I ever take as an undergraduate college student! Which comes hand-in-hand with a bit of added stress! And I honestly can’t wait for exam period to be over.
I’ll check back in two weeks and let you know if I’ve made it out alive (as I’m currently running on caffeine and anxiety, I highly doubt it).
This past week came with a really long list of links of blog posts that needed to be optimized for search, but after many, many hours I got to go through all of them, and most of my part in fixing-up the website is almost done!
I also spent more time at the office last week and got to work with my coworkers a bit more. I have started to do small design projects for different departments, and I’m working in adding a bit of life to different sections of the website, especially the community tab for developers alongside Benjamin Kolz, of Customer Success.
Talking about the website, I’ve also been working alongside Monica Kutrowski, CRM specialist, on the launch of the https://www.teneo.ai/ website, and coming up with the different hero images that will differentiate the content pages in the main menu!
I’ve also taken up to help on the design of the annual report, and I think most of those images just need to be edited and they can finally be added to the final version of the report. I’ve been missing Yoleidy Carvajal, Head of Partner Marketing, because she’s been helping me throughout the process and she’s been off over the past week, but hopefully I will soon be able to ask her a million questions on the report.
In other news, being a (men’s) Barça team fan was fun yesterday for the first time in a while. The women’s team has yet to let me down, on the other hand, and I’m very excited for their Clásico moment that is also coming up this week (I will be going to the game at Camp Nou, if you happen to be around come say hi!).
Talking about women being cool, this week has come with many different #AiAllies posts from amazing women in partner organizations! Make sure you check out the stories of Kathy Turner, Joanna Runesson, and Samantha Sosa, all of which offer a perspective of entering STEM fields as a woman in different ways, whether it be from telecom, innovative companies like Spotify, or fintech.
That’s all from me this week! I have to go back to reviewing, wish me luck!
I hope that this week is wonderful for everybody.
Intern Diary: Week 5
source
https://www.artificial-solutions.com/blog/intern-diary-wk5
March 14, 2022
Happy Monday! It is Andrea, the Artificial Solutions Marketing intern, reporting back after a busy, busy week!
Last week, the team was preparing for the upcoming webinar that we had in partnership with CGI and making sure that the word got out in an email campaign.
It has already happened (wow I can’t believe you missed it, that’s so sad), but if you want to catch the replay, you can check it out here!
https://www.brighttalk.com/webcast/17594/532931?utm_source=blog&utm_medium=link
The past week was also very big in the team, because we started the #AiAllies initiative,
https://www.artificial-solutions.com/blog/artificial-solutions-celebrates-international-womens-day-with-aiallies-campaign-2
where in celebration of International Women’s Day, we started to showcase different women in the company and industry with a daily blog post dedicated to them telling their story as women part of the tech industry.
The series starts here,
https://www.artificial-solutions.com/blog/ai-allies-maddalena-molteni-head-of-product?utm_source=blog&utm_medium=link&utm_campaign=aiallies
with an interview with Maddalena Molteni,
https://www.linkedin.com/in/maddalena-molteni-b0868a11/
Head of Product, and has continued for every day of the past week with conversations with wonderful women! Make sure to check back in frequently, to see what is being shared under the #AiAllies tag!
It’s my first-time being part of a company during IWD, and I certainly didn’t have many expectations really, given that most of the places my friends have worked at have not done anything really special, with one of them even saying that her workplace didn’t really want to mess with the set social media rollout for that day, so they just made a mere post almost a week beforehand and called it a day. I’m comforted by the fact that Artificial Solutions is taking the time to be able to broadcast the women that make up such an important part of their company. I think I’m also very lucky to be part of a team that has so many women in it, when I first started applying to jobs in the sector I was a little bit intimidated by the idea of entering a field that has the fame of being notoriously male-dominated, and I didn’t really want to be part of a team that was mostly made up with men, with the younger intern being the only woman.
Being part of a marketing team that is 80% women was definitely not something that I expected coming into it, but it has definitely changed my idea of what being part of tech looks like, all with incredibly interesting stories on how they have entered the field, how they have seen it change over the years, and what they’re doing to change it for the better.
It has been interesting to learn over the course of the interviews from the past week that many of the women in our company come from a distinctly different background than tech, mostly because due to the nature of the technology that we create the company requires a lot of people with a linguistics background.
I never really saw myself in the tech space growing up, and while I’ve always had incredible women that have inspired my and guided me through my life, I’ve heard all kinds of horror stories on how they have been treated, and that always made me a bit fearful of what it would be like to enter a male-dominated space. But I’m truly grateful I’ve been able to meet such wonderful women in the industry that have worked tirelessly to be able to teach me and guide me through this new stage of my life.
To all the women in my life, thank you!
Ai Allies – Gavriella Schuster
source
https://www.artificial-solutions.com/blog/ai-allies-gavriella-schuster
March 10, 2022
With 25 years of experience working for one of the largest businesses in the world and now acting as a leading figure in the fight to improve gender balance across the technology industry, Gavriella Schuster is well placed to discuss the key challenges that women face in the sector and what can be done to improve gender balance across the industry.
In her role as the Chairwomen of Artificial Solutions’ Advisory Board, Gavriella is working to implement the #BeCOME framework,
https://www.artificial-solutions.com/artificial-solutions-our-diversity-manifesto
which she has focused on implementing across a range of other businesses with the technology sector.
“I’m a former Corporate Vice President from Microsoft but recently left the organization to focus on diversity, equity and inclusion in high tech. My focus and objective is to help to build a network of allies to create a more inclusive environment and culture that is accepting of diverse talent throughout the industry.”
Gavriella believes that creating personal allies within a working environment is critical for creating a strong culture that is both supportive and productive. Her #Allies campaign is a major driving factor of this belief and more companies are committing to the implementation of the #BeCOME and #Allies framework.
“To be an ally to somebody who may need personal and professional support, that means that you are recognizing that you have privilege and some power within an organization and you are willing to work with intention to confer that power to those around you. An ally is one who shares their power.”
The fundamental concept of Gavriella’s framework, is that allies need to be made within tech businesses and across the industry. The goal is to encourage women to reach out to others who they believe can support them and elevate their voice within a professional environment, especially if they are facing issues with recognition and validation.
“I have spent 30 years in high tech and things have actually gotten worse in relation to the the gender equity equation. In 1991, 36% of the computing workforce was made up of women, since then its now between 22% and 27% and so while the industry has really taken off, the percentage of women in the industry has declined. That is very troubling for me.”
“As every company become a tech company and as technology becomes ubiquitous, it’s problematic if women are not participating in the technology economy.”
As is now well known, a company that has greater diversity has better overall performance and so, there is a clear mandate for the tech industry to encourage and educate more women to enter the sector.
“Businesses are 22% more likely to be more profitable and to be more innovative, which allows tech businesses to build solutions that reflect the general population. This isn’t just a ‘women’ problem, this issue is impacting the bottom line of businesses so we need to see ally-ship with intention. That’s why it’s so important.”
One of the key issues facing the sector is a high drop-out rate amongst women, who no longer feel comfortable in their professional life, however, Gavriella believes that making allies in the workspace and having a certain mindset can help to mitigate this issue.
“Most men want to be allies, they just might not be aware that women face as many microaggressions as they do. If you’re in a meeting and you find that you are constantly being interrupted and you’re not being heard, then you should find somebody who is frequently in those same meetings who you feel you can trust.”
“That’s when you have a conversation where you can ask for support the next time you are interrupted or ignored. You’ll be amazed at how strongly you’ll be supported as soon as you ask for someone’s help.”
Gavriella is eager to support women at all levels of the industry and has created a number of resources to provide help and advice for women in tech.
Her e-book can be found here,
https://gavriellaschuster.com/become/
and her recommended reads include ‘Empowering Women and how to Empower Women’, ‘Why Men Win at Work’ and ‘Good Guys’.
“There are also two amazing groups that I would encourage women to engage with. One is the Women in Technology Network
https://thewitnetwork.com/
and Women in Technology
https://women-in-tech.org/
is also a valuable network to access. Finally, Wentors
https://www.wentors.com/
is a career matching service which helps women connect with senior women mentors.”
Gavriella is also a strong advocate of International Women’s Day and continues to see its relevance and importance.
“It gives us a chance to pause and reflect on the progress, or lack of progress, we have made. It reminds us all of what we need to do and what our commitments to action should be. I think the best way to drive change is through storytelling and so we need to use International Women’s Day to share the stories of successful women and what they have done.”
Ai Allies – Maddalena Molteni, Head of Product.
source
https://www.artificial-solutions.com/blog/ai-allies-maddalena-molteni-head-of-product
March 8, 2022
As the Head of Product for Artificial Solutions,
https://www.artificial-solutions.com/
Maddalena Molteni (Madda) holds a key position with the tech company and has had a major influence on the success of the business over the span of a 17-year career with the organisation. And like many of the women celebrated in the Ai Allies series, her original background was not one typically associated with technology.
“I come from a linguistic background and actually wanted to be an interpreter or a translator as a younger person. Linguistics is my passion, in all its facets and it’s what allowed me to discover machine translation, but also computational linguistics, NLP and Conversational AI.
“When I was looking for jobs I was lucky to find Artificial Solutions, It has been the perfect fit as I was able to combine my interest with my skills as a linguist working initially as a Conversational Designer.
Artificial Solutions was one of the very first technology businesses to innovate in the Conversational AI sector and so, Madda has been a major part of the development of the business and the tech it produces.
“I’m really proud to have been able to start as a user of what has now become Teneo, our core product, that my team is responsible for developing. I started out building bots and that was a lot of fun, as it was a real niche back then. Now it’s a global industry and we’re right at the forefront of the space.”
“I really love the intersection between machine and human interaction, it’s the perfect combination of language and technology which I am most interested in.”
Madda now leads a team of Developers and Conversational Design specialists, who work to improve and innovate Artificial Solutions’ core product, Teneo.
Advice, Learnings and Overcoming Challenges
Technology companies have traditionally employed more men, however, Artificial Solutions has always maintained a healthy balance, according to Madda.A reason for this attributed to the fact that that more women study linguistic subjects at university and can enter the Conversational AI space as a result.
“It might not be the same in other companies, but we’ve always had a lot of women throughout our teams. A huge number of women study linguistics and so, a career in the CAI space is a great route of entry.”
“Again, there is a real niche for women to explore on the computational linguistic side, and I would definitely recommend it as an area you can be successful in from the tech sector perspective.”
Education represents the starting point for any career, most of the time, and the focus in every level of education is evolving as more and more focus is put on technology-based skills. As well as preparing the next generation for an even more tech-centric world, another benefit is that more women will have opportunities to get into the industry.
“My 10 year old daughter is studying robotics after school! And there are a lot more opportunities for young people to pick up and learn the skills that they will need in a technology environment. There are a lot of online resources, and the industry is getting better at making education accessible via those channels.”
Though the future may be brighter for women in tech, one of the most important challenges that remains is the lack of seniority given across the industry.
“I think that a lot of women have been able to benefit from coming into the industry, however, I think there is still a big barrier for women who want to secure senior roles. That requires another mindset change across the industry.”
Leading a Balanced Team
In her role of Head of Product, Madda is responsible for a variety of people from a diverse mix of backgrounds and a focus on being multidimensional is a clear focus within her team.
“In your team it is so important to have people who have versatile skills and can work on different kinds of projects. Within an R&D team, there are so many different types of roles that both women and men can take on and in my experience, women tend to enjoy positions that allow them to apply multiple skills and work on a wide range of projects. Having a great work environment is key to retaining talent, and mixed teams are more efficient but also more close-knit.”
“Having a team culture where everybody can fit in and is allowed, even pushed to contribute on multiple aspects of the development lifecycle, you’re going to have a much happier and more productive team. Focusing on a specific target % figure is not the solution, it is not important to have the same percentage of each gender in each role, but it is important to have a balanced and mixed team, with enough women within it. There are so many roles and skills required in a software development team that go beyond pure programming.
For Madda, it’s clear what the industry needs to do more of in order to help and support more women in the sector.
“I think we all need to do a better job of explaining the variety of roles that women can train for and enjoy successful careers within. I love my job and I am so grateful for everything that I have been able to achieve in this role, but I might not have discovered this career path unless I had stumbled into Artificial Solutions.”
“I think that a lot more women would be in this sector if they knew about the different types of roles that are available and I would greatly encourage anyone who is thinking of learning more about this space, to get in touch with Artificial Solutions!”
Artificial Solutions Celebrates International Women’s Day With #AiAllies Campaign.
source
https://www.artificial-solutions.com/blog/artificial-solutions-celebrates-international-womens-day-with-aiallies-campaign-2
March 8, 2022
Artificial Solutions is delighted to announce a brand-new series that will celebrate the success, innovation and leadership of women in the technology sector, beginning today on International Women’s Day.
Feature interviews with leaders from across the tech-sector will be shared across the month of March in order to help create a network of #AiAllies for women to connect and learn from. Each interview will be published with a strong focus on practical advice for others to follow, while key learning resources will also be shared throughout the series.
Following on from the publication of Artificial Solutions Diversity Manifesto,
https://www.artificial-solutions.com/artificial-solutions-our-diversity-manifesto
#AiAllies will demonstrate an ongoing commitment to improving access and education for women in the STEM sector.
Chief Impact Officer, Marie Angselius Schönbeck, said:
“We’re thrilled to announce this series and can’t wait to share inspirational stories from across our network of partners, customers and industry friends. Importantly, we’ll also be promoting the stories of the women who act as leaders within our own company.”
The Chairwoman of Artificial Solutions’ Advisory Board, Gavriella Schuster, is a leading figure in the fight to improve greater gender balance across the tech-industry and her #BeCOME framework is being implemented throughout the Artificial Solutions ecosystem.
She said:
“Our ambition is to lead by example and act as a beacon for the entire industry in order to create a more inclusive and diverse future, together.”
If you would like more information on #AiAllies or you would like to get involved, get in touch:
as-marketing@artificial-solutions.com
Intern Diary: Week 4
source
https://www.artificial-solutions.com/blog/intern-diary-wk4
March 7, 2022
Hello! It’s the Artificial Solution’s marketing intern Andrea reporting back for another week at the office!
Last week I reported on the introduction of a cute notebook in my life. In this one I can happily say that this diary entry is being typed on a new (yes! brand new!) laptop! After a bit of issues with the colors showing on it, it is now ready to be used and abused (that was a joke, I pinky promise I will take good care of her) by me.
Thank you, William and David of IT, for your help in putting the computer in weird settings so that the purple shows purple instead of a weird blue. The laptop also has a really cute case with a velvety inside, I now spend most of my days stroking the inside of a laptop pouch.
In other important events of the past couple of days, the team has been busy as MWC 2022 has been going on, and the marketing and sales teams were working hard on promoting our platform and building awareness of what makes Teneo
https://www.artificial-solutions.com/teneo
the right choice for building their chatbot.
On Wednesday, we got to have an in-person marketing meeting at the office for the first time in a month, and it was very nice to be able to meet with the team again. We set important KPIs for the rest of the quarter and the rest of the year, and I think it’s good to be aware of what we are working towards and how to focus our efforts, and make sure we celebrate the smaller victories while moving towards the bigger goals!
The meeting was followed by a videoconference about my (insert ominous music) dissertation, which I’m still unsure on what it will be about, so stay tuned in the upcoming weeks where I will probably have an inevitable breakdown on that. Before that I will have a breakdown about finals. I’m basically just giving you a rundown of my emotional state over the next month.
I spent the rest of Wednesday afternoon with Monica, CRM Specialist, working on trying to set up our new work laptops (we had to log back in to all programs, it was a very lengthy process), getting yummy lunch, and creating the next email campaign on Marketo,
https://www.marketo.com/
which is working on promoting the upcoming webinar that’s happening March 14th.
Wait, now that I think about it, this is a good place to plug it! If you are interested in knowing how the future of contact centers is looking, and how conversational AI can help with the change in consumer demand due to the pandemic, you can check it out here!
https://www.brighttalk.com/webcast/17594/532931?utm_source=blog&utm_medium=link&utm_campaign=cgi-webinar&utm_term=andrea
I hope everybody has wonderful, sunny moments in what is looking to be a pretty rainy and cloudy week!
Intern Diary: Week 3
source
https://www.artificial-solutions.com/blog/intern-diary-wk3
February 28, 2022
Hello! It’s me again!
For those that might be new around here, welcome! My name is Andrea, and I’m the (now not so) new marketing intern at Artificial Solutions.
I come with amazing news today, and it is that on Thursday I received a cute little notebook from Sabrina Franco, of human resources, with the company logo on it and I’m incredibly happy about it. I love cute notebooks.
This week I got to spend more time than usual at the office, and it meant that I got to talk with more of my coworkers, and I have definitely gotten more comfortable around the office.
Those first couple of days I was very nervous walking into the building, but now I happily greet the man that works in the reception every time I come in.
Covering Mobile World Congress…
It has been a busy couple of days in the marketing department, as we are gearing up for Mobile World Congress,
https://www.mwcbarcelona.com/
which starts today!
Mobile World Congress is arguably the biggest event in Barcelona every year. It is the first time it happens at its regular time of the year since 2019, and the city is buzzing with the chance of being able to host it again fully.
In this expo, tech companies get to display all of their new products and share what it is that they do, there’s different pop-up events that happen all around town, and the streets get filled with people in fancy suits who are very important in their respective fields but somehow can’t really find their way to the venue using Google maps. I hope that this year it goes by without any issues, though as it always happens there are going to be strikes from different transportation sectors.
The only one that I know is confirmed for a fact is the FGC one, that will run until March 4th. It’s definitely going on because the other day I was late to class because the train would not show up on its regularly scheduled time. I have yet to hear anything about the taxis or the metro, but if you are going to MWC be prepared to face traffic and public transportation delays. Don’t say I didn’t warn you.
However, if you are going to MWC make sure to check out stand 5F86, I heard the people that are going to be there are really nice ??. We will be having a Swedish Fika! Make sure to book ahead so that they don’t run out of sugar treats before you get there!
Meet us for a coffee and sweet treat, on us, here!
https://www.artificial-solutions.com/mobile-world-congress-2022
Connecting with the wider team…
Outside of MWC, I was also able to sit in on an interview between George Brown, Head of Content, and Britta Guldmann, Conversational AI Consultant, which was set up for our upcoming International Women’s Day series. I had briefly met Britta before, but it was the first time that I heard about what she does and her story.
I won’t spoil too much, but it was comforting to hear the story of someone that ended up in a field that was never in their radar when they picked what they were going to study.
The world feels as though it is going to end when you’re 17 trying to figure out what you want to do in university (I personally had multiple crying sessions about it throughout my teenage years), but it was nice to hear the story of someone who ended up in a completely different field that from what they expected but are still able to find different aspects of it that link to their passions.
I never intended to end up in tech when I chose my university degree, but I can certainly say that so far this industry has been welcoming and that I’m having a great time learning from my coworkers.
I hope that even though hard-core coding is not part of my educational background, that I can continue to make my way in this industry and find the combination of both my skills and what the company requires.
I hope that everyone has a good week, and that those going to MWC have a great time, say hello to any cool robots for me!
Intern Diary: Week 2
source
https://www.artificial-solutions.com/blog/intern-diary-week2-student-life
February 21, 2022
Happy Monday from a stressed student!
Once more, my name is Andrea and I’m sharing my journey as a Marketing Intern to help others who are thinking of taking on an internship. I’m also trying to track my own journey into the world of tech and of the beginning of my professional life. My first diary entry can be found here if you’re new to my series!
https://www.artificial-solutions.com/blog/intern-diary-week-1
My second week with Artificial Solutions brought a new challenge as a big midterm exam and assignments took over my life! This week has been much more stressful than the last as a result, so I wanted to talk about balancing academic and professional life in this week’s diary entry.
A Balancing Act
The midterm exam went alright. I think. The test was designed so that it was impossible to finish and one that throws in questions that my professor knew that I didn’t know the answer to, but all in all, I think it went okay.
It’s been a big adjustment to my schedule these past weeks, having to learn to juggle both work and school, but I feel like I’ve been doing alright! I’ve been able to handle the responsibilities of both, and luckily everyone has been very accommodating to my university schedule, so I’m very thankful!
I think that it’s really important to find an internship that has flexibility if you are looking to maintain any kind of balance between work and study. I am not required to go to the office for a set number of hours, so as long as I complete the tasks I have been given, the team are happy with me!
I was able to complete my SEO tasks efficiently on Monday, finishing up the list of blog posts that had to be optimized, and I was able to concentrate on working on the PPC campaign that the company is launching. This, I learned, is called ‘remarketing’.
To create the ads, I used a graphic design platform called Canva
https://www.canva.com/de_de/
which is a really simple tool to use. You can create all kinds of designs and you don’t need experience to understand how it works. If you are interested in working in social media or in marketing in general, I would recommend that you learn how to use Canva, as you can put it on your CV as a skill.
My other priority during the first couple of days of the week was to get through most of the tasks that I had set on Trello,
https://trello.com/
the platform that the team uses to keep track of each other’s progress and of the upcoming tasks for weeks ahead.
This is another really easy tool to use and it’s really important for the marketing team as we can keep track of our tasks and the progress we make. It’s something else you should check out if you’re just starting out!
I also worked on setting up the social media calendar posts for this week and creating some posts for all our socials, using Buffer
https://buffer.com/
to coordinate the schedule on all social media channels which automatically posts them at a set time. So, if you see the scheduled posts this week on LinkedIn,
https://www.linkedin.com/company/artificial-solutions
Twitter,
https://mobile.twitter.com/artisol
or Facebook,
https://www.facebook.com/artificialsolutions/
you know who is responsible for them!
Learning from the Best
Juxtaposing the sleepless nights that I had this week to go over game theory concepts and exercises, I had the very special opportunity to talk to Gavriella Schuster, the Chairwoman of Artificial Solution’s Advisory Board, and a champion for equity and diversity in the workplace, specifically in the tech-sector.
We had the opportunity to have an insightful discussion on what it’s like to enter the tech industry as a woman. We discussed how it is important to be allies to those around us and uplift others who might need support when entering a professional situation that might not be immediately welcoming.
Gavriella shared her experiences of navigating a male-dominated industry, with her journey starting back in the 90s, but also how the situation has worsened over the past decades, and that in actuality the total percentage of women that make up the labor force in the tech sector has actually decreased (I know, I was shocked as well).
This is especially worrisome due to the trend of tech becoming a bigger and bigger part of the world economy and the shift of industries into needing tech roles in their firms.
We spoke about the importance of International Women’s Day, which is quickly coming up, and ways to honor the women that came before us, but also those that will come after us, and how important it is to create community and sorority in the industry.
I want to thank her again for taking the time to talk to me, and to thank all the women that are still working on making strides in creating spaces for us to thrive in!
Gavriella was extremely supportive and gave me lots of advice on how to be successful in the tech-sector and I really hope to be able to work with her in the future.
If you want to connect with Gavriella, you can find her on LinkedIn, here
https://www.linkedin.com/in/gavriella-schuster/
and you can also learn more about her work on her website, here!
https://gavriellaschuster.com/
The Power of Partner Conversations with Mykola Sochynskyi.
source
https://www.artificial-solutions.com/blog/the-power-of-partner-conversations-with-mykola-sochynskyi
February 18, 2022
Having operated in the European tech-sector for over a decade and now working with some of the largest enterprise organisations on the planet, Mykola Sochynskyi has a unique insight into how AI has developed across the tech-sector and how Conversational AI, Conversational Customer Experiences and Automation are set to define the future of consumer engagement, workforce management and digital transformation.
Artificial Solutions recently announced that Mykola (Myko) had moved into a new role as its Global Partner Manager following a sustained period of success since joining the company in January 2021, with his understanding of key trends and ability to develop relationships key to his success.
“I have had a lot of fun in the CAI space over the past few years and I’m enjoying being part of the Artificial Solutions team. I came on board because of the strong relationships I already had with the likes of Per Ottosson (CEO) and Marie Angselius-Schönbeck (CMO) who I had worked with in my previous position.”
“I believe that 80% of our revenue will be generated via partnerships in the future as this is a sector and technology that relies heavily on collaboration and a multidisciplinary approach. Our SaaS platform, Teneo
https://www.artificial-solutions.com/teneo
is beyond imaginable when it comes to its capabilities for building conversational solutions, so I’m really excited about the possibilities offered by this new role.”
Mykola Sochynskyi, Global Partner Manager (left) Joel Plazzotta, Director of Strategic Partnerships (right)
Conversational AI (CAI), specifically refers to the technology that drives intelligent virtual assistants, chatbots, conversational IVRs as well as technology behind the well-known voice assistants created by the likes of Google, Apple and Amazon.
The proliferation of this technology is only growing and according to Accenture,
https://www.accenture.com/_acnmedia/pdf-77/accenture-research-conversational-ai-platforms.pdf
56% of companies state that CAI is driving disruption in their industry, with a further 43% reporting that their competitors are already in the process of implementing chat technology.
According to Myko, this rapid change has been accelerated by the COVID-19 pandemic and further fueled by ‘The Great Resignation’.
https://hbr.org/2021/09/who-is-driving-the-great-resignation
“Before the pandemic, there was always conversations around how automation would be responsible for the loss of millions of jobs in the future, and that a major crisis would be caused by the technology. But the opposite has actually happened. Over the past two years, millions of people left jobs that they had been unhappy in, leaving employers with a major staffing issue. This has encouraged a significant increase in the adoption of automated technology such as intelligent voice systems and chatbots, especially in the contact centre space..”
Organisations that operate with contact centres have always had to deal with a high turnover of staff, with average employment lasting a single year. The pandemic has only increased the rate of resignation within call centres. Businesses that outsource their customer services are suffering as a result, as waiting times are continuing to cause major dissatisfaction with users.
“A business spends three months training and onboarding staff, only for them to leave within a few months. This is a highly unsustainable model and so, CAI is being rapidly implemented across the world.”
Chief Marketing Officer of Artificial Solutions, Marie Angselius-Schönbeck, added:
“The pandemic has forced call centres to deploy more forward-looking technology solutions to address an increase in call volume and negative calls. AI technology is growing so fast for a good reason, Juniper Research
https://www.cnbc.com/2017/05/09/chatbots-expected-to-cut-business-costs-by-8-billion-by-2022.html
found that chatbot-tech is expected to reduce business costs by $8 billion annually by 2022.”
Contact centres are expected to see the biggest increase in the adoption of Conversational AI due to this fact. For a human to answer a call, an outsourced call centre could charge a business from €4 per call (being based in Colombia) well over €10 per call (being based in Germany or Switzerland).
Alternatively, one single CAI solution can handle hundreds of thousands of calls simultaneously while providing a high level of qualification and data gathering. A customer can talk to the voice bot and provide a wide range of information that can then be transferred to the human support provider who will have a range of information already presented in front of them and a customer who has wasted no time on hold.
So how does this all add up for Mykola and for partners looking to reduce costs, increase customer experience and improve productivity?
“The technology really shines when it is in the hands of people who know how to use it as Teneo is amongst the best platforms in the world for building conversational customer experiences.”
Finally, on his new role and working with the Artificial Solutions team going full steam-ahead in 2022.
“I am driven by the massive value I can provide to partners and clients, many of whom need guidance of how much money they could make and save with Teneo. But I also consider myself very lucky to be able to work amongst real friends and with people I view as being innovators in the field.”
If you would like to learn more about Teneo and how our partnership program works, you can reach Mykola Sochynskyi here:
mykola.sochynskyi@artificial-solutions.com
You can also connect with him here:
Mykola Sochynskyi LinkedIn
https://www.linkedin.com/in/msochy/
Quarterly Report October to December 2021
source
https://news.cision.com/artificial-solutions-international-ab/r/quarterly-report-october-to-december-2021,c3508345
FEB 17, 2022 07:30 CET
Please read the full Report at:
https://news.cision.com/artificial-solutions-international-ab/r/quarterly-report-october-to-december-2021,c3508345
Meet us at #MWC22 in Barcelona
source
https://www.artificial-solutions.com/blog/meet-us-at-mwc22-in-barcelona
February 14, 2022
Finally! We can meet again at the MWC 2022 event in Barcelona to reassess what the next years of Customer Care are going to look like – automated, omnichannel & multilingual.
Conversational customer experiences and Conversational AI
https://www.artificial-solutions.com/conversational-ai
has become a strategic technology to guarantee a competitive advantage against competitors.
Book a time to meet us at the event and find out what we can offer you through Teneo 6, a development platform for Conversational AI so smooth and powerful, it has no problem managing things a lot of people simply do not believe possible.
Our customer’s performances, including Swisscom, AT&T, O2 Germany, are something we are super proud of: NPS +18 points, +20% increased automation, -30% deflection rate.
Visit our booth #5F86 in Hall 5? to discover more on how you can start your Conversational AI journey today or become part of our ecosystem of partners.
We look forward to meeting you and chat about how we can help your company create outstanding Conversational Customer Experiences. To arrange a meeting with one of our Teneo experts, please fill in the form.
https://www.artificial-solutions.com/mobile-world-congress-2022
Intern Diary: Week 1
source
https://www.artificial-solutions.com/blog/intern-diary-week-1
February 11, 2022
Hello! I’m Andrea, and I’m the brand-new marketing intern here at Artificial Solutions, the company which develops Teneo,
https://www.artificial-solutions.com/developers
an innovative Conversational AI SaaS platform.
https://www.artificial-solutions.com/blog/the-biggest-barriers-to-achieving-productivity-within-conversational-ai
This is my first diary-entry, in what will be a weekly series, documenting my progress as a Marketing Intern and I hope it can help to provide insight and help for those also looking to enter the tech-industry!
A brief introduction…
Answering the question of where I’m from is always a hard one. I was born in Venezuela, but I grew up in Costa Rica, after moving there when I was nine, due to the circumstances that the country finds itself in. Then, I moved to Barcelona when I was 18, coming here to get my university education at Universitat Pompeu Fabra, where I study International Business Economics.
I am now in my fourth year, and about to finish up my degree, which allows me the opportunity to start an internship alongside my studies. There were many subjects which I enjoyed while I was studying (and some which I frankly despised and never want to think of ever again), but the courses which seemed to spark the most interest were my marketing courses, which why I decided to look for an internship in this field. I hoped that I would find a team where I would get to explore the different aspects of marketing and find what areas of it I enjoy the most.
An Unexpected Industry…
When looking at the different internships that were offered, Artificial Solutions quickly caught my eye. Mostly because while I was doing my Erasmus last semester, I took a course called Internet & Society (mostly because it seemed like a cool course, but also because it coincidentally happened to have no final exam), where I learned about the past and future of technological advances and their influence on modern society, and it did end up being an interesting class where we studied AI and its impact.
During this time, I also made a lot of friends that had either worked for or would work in the tech industry and that world started being interesting to me, especially compared to more traditional industries and sectors.
I never expected to end up working at a tech company, just from the fact that technology has never been my strong suit. I was part of the robotics club when I was in high school, but my robot never managed to complete the set tasks that were asked of us, no matter how many hours I put into it or how ridiculously easy the task was.
But here I am, having just been through my first week of working here, and I can happily say that I’ve survived.
My First Days…
When I walked into the office that first day, I was a little bit (a lot) terrified. My main concern at the time was the dress code. Which now feels like a pretty ridiculous thing to be so concerned about.
Throughout these first couple of days, I have been trying to get my bearings on what the company’s purpose is, on the technical terms that are used, and on performing smaller tasks to get acquainted with my job. George Brown, the Head of Content, has been guiding me through most of my initiation into the role and has been the one that’s responsible for giving me my weekly tasks.
I started out my week by reading earlier blog posts and improving different aspects of the format for SEO, which is one of the tasks that I will be carrying on further in the next couple of weeks.
On Thursday that week I met the rest of the marketing team, Marie Angselius Schönbeck, Chief Communication & Impact Officer, Yoleidy Carvajal, Head of Partner Marketing and Monica Kutrowski, Digital Marketer.
It happened during an online meeting where I introduced myself with a little presentation about me and my life so far (I guess kind of what I’m doing now), and they got to introduce themselves, as well.
The next couple of workdays were a lot more intense, and I had a lot of catching up to do, just to understand what the conversations around me were about.
Into the Deep End…
On Monday, we had our quarterly marketing team meeting, where everybody shared their plans and what their vision is for what our strategy should be. This meeting was in person, so I was finally able to share with the entire team.
It was insightful to be able to finally be part of a proper company meeting and see what ideas the team had. There were also a lot of acronyms that I had never heard before in my life thrown around (thank you Monica for all your help).
After the meeting we had a team excursion to Primark (?), which I never expected when I signed on to the job but was an extremely pleasant surprise. I love mindlessly browsing stores and convincing people to buy the cute items they maybe shouldn’t buy but will bring them happiness in the long run.
Following that we went to dinner, as the marketing team, some members of the sales team, and the CEO. When I went into it, I didn’t expect to be seated between Per Ottosson, Chief Executive Officer, and Nicolas Köllerstedt, Chief Revenue Officer, but I can honestly say I had a fun time. The people were great, and I’m happy that I got to know some of my co-workers a little bit better.
The rest of the week has been more relaxed, I’ve been working from home on the SEO of the blog pages and helping design different promotional material for Mobile World Congress
https://www.mwcbarcelona.com/attend/spanish-community-discount?utm_source=google&utm_medium=cpc&utm_campaign=community_pass&gclid=Cj0KCQiAr5iQBhCsARIsAPcwRON9F67rAWOvhAWzK5Cls3ppbyrf_FKa_OXCyHSk73TAKEjAsm2RShgaAkJOEALw_wcB
(which I’m insanely excited to be able to be a part of, since it has been such a big part of the city, and it finally gets to happen again).
I’m creating this intern diary to keep a record of my experiences in the company, and to be able to look back on it and track my own progress and interests, but also to help any other future intern that is also as terrified on their first day. It’s kind of like a survival guide, with a significantly less dramatic name.
I hope you join me on this ride over the next 800 hours of my life, into the world of a large tech start-up and being an intern at Artificial Solutions.
The Top Conversational AI Webinars of 2021.
source
https://www.artificial-solutions.com/blog/the-top-conversational-ai-webinars-of-2021
January 28, 2022
As we start 2022 hopeful that will be able to go back to physical exhibitions soon, most events and presentations for the last year remained virtual due to the pandemic.
With so many companies fighting to grab the attention through webinars, our team has worked hard to bring exciting content for companies that are starting or are already in the Conversational AI journey. So, if you skipped out on webinars last year, you should at check out these five; they are the most popular and engaging webinars we hosted in 2021.
How to Develop Scalable Multilingual Conversational AI Applications Quick & Easy.
Enterprises are faced with the challenge of creating global conversational solutions that can engage customers in many languages all over the world and still understand them effortlessly. This may sound like a huge task – but it doesn’t need to be. In this webinar, you can see how Teneo uses a master language solution to quickly develop and scale to other languages. Develop once, deploy across many – no need to begin from scratch for each additional language.
Setting up your business for Conversational AI Success
Conversational AI is no longer a complex, unattainable technology that only a few companies know how to implement. The increase of low-code and graphical interfaces in the market has pushed companies to start taking ownership and developing their own Conversational AI solutions in-house, instead of purely relying on technology providers. Therefore, the demand for insights into how to ensure that the right profiles are picked to guarantee team productivity and project scalability growths has surged. As your company prepares to embark on this journey, how do you ensure that your organization is ready for Conversational AI Success? Find out by watching this webinar!
How to improve your Teneo chatbot with E2E test automation
Testing is a crucial enabler for the success of chatbots and doing it manually requires enormous time and efforts; Therefore, automated testing will remain critical to ensure that bots do what their designers intend. In this webinar, Conversational AI experts showcase the setup of a test automation pipeline for a Teneo based chatbot to continuously check conversation flows, NLP performance, and take it even further by adding full End-to-End Testing.
LUIS^Teneo: a Game Changer Tool for Bot Framework Developers
Looking for a tool to speed of development for bots built with MS LUIS and the Bot Framework, increase the productivity of your team, and easily scale all your solutions? And would you like to do it in 86 languages? Look no more; just watch this webinar.
Teneo + Power BI: Your Conversational Solutions Enhanced by Data Visualization
In our quest to make your development team even more productive, we have recently developed a connector for our Teneo Platform to integrate with Microsoft’s Power BI. This allows Teneo users to create their own reports on Power BI, to analyze the conversational data from their Conversational AI solutions. Watch this webinar to learn more about what your team can achieve with this connector.
BONUS: How much code do I need to build Conversational Experiences?
Although it wasn’t a webinar for last year, we thought we should include our first webinar for 2022. This was a fun discussion between Conversational AI experts who will discuss about the pros and cons of No Code, Low Code and Pro Code options and what they recommend from their experience to different users based on what kind of solutions these want to build.
Artificial Solutions Updates Conversational AI Platform to Include Pre-Built Knowledge of Bulgarian.
source
https://www.artificial-solutions.com/blog/conversational-pre-built-knowledge-of-bulgarian
January 27, 2022
Artificial Solutions has released Teneo 6.2,
https://www.artificial-solutions.com/teneo
[b[color=green]]an update that provides a range of new features and capabilities to its industry-leading Conversational AI platform, including a major upgrade to its language library that allows users to access pre-built knowledge of Bulgarian.[/color]
Teneo is a SaaS platform that allows business users and developers to collaborate and create a wide range of sophisticated Conversational AI applications that automate the customer journey, while increasing engagement through humanlike, intelligent dialog.
With a total of 86 languages available to users of the platform, Teneo offers a range of native language solutions that are unrivalled in the Conversational AI sector. The addition of pre-built entities in Bulgarian, further strengthens Artificial Solutions’ position as a market leader.
Pre-built Knowledge is considered relevant for any project domain and any type of solution because it enables developers to get up and running with a new solution quicker as it allows the project team to focus only on project or domain specific needs.
Per Ottosson, CEO of the company, said:
“Teneo 6.2 contains a wide range of updates that pushes our platform ever further ahead in the market by increasing our capabilities to deliver solutions in a high volume of languages. New and existing customers will now be able to create Conversational Customer Experiences using pre-built solutions in Bulgarian, allowing them to enter or expand in this key European region.”
For more information on Teneo 6.2 and its extensive list of updates, click here.
https://community.teneo.ai/t/end-of-year-enhancements-and-new-capabilities/444
Or, for a more in-depth analysis of the addition of pre-built Bulgarian entities and the importance of a true multilingual approach to CCX click here.
https://www.artificial-solutions.com/blog/multilingual-conversational-ai
Multilingual Conversational AI and Pre-Build Knowledge.
source
https://www.artificial-solutions.com/blog/multilingual-conversational-ai
January 27, 2022
Reading, writing, speaking and the development of language in cultures around the world has driven human civilization forward for thousands of years and harnessing its power to create meaning, stir emotion and share information is critical for businesses operating in an increasingly digital and globalised world.
Organisations operating in multiple countries must now contend with significant complexities and nuances associated with language and how to communicate with consumers that speak different languages.
However, with 86 languages supported and regular updates made to its linguistic library, Teneo
https://www.artificial-solutions.com/teneo/teneo-studio
is a conversational customer experience tool built to accommodate the full scale of human communication.
All languages listed, here:
https://www.teneo.ai/technology/languages
A recent update to the SaaS platform saw pre-built knowledge of Bulgarian added, allowing new and existing users to develop solutions faster and more efficiently in the Balkan language.
In this article, we´ll explore the importance of such updates and why it is relevant to businesses’ operating in both single and multiple languages.
Multilingual Conversational AI must be Supported
International businesses that cover multiple regions face numerous challenges, one of which relates to localised v global approaches to communication.
A localised approach to communication means that a business uses native language and a culturally relevant style to speak to its customers.
The advantages of this approach are clear.
“If you talk to a man in a language he understands, that goes to his head. If you talk to him in his own language, that goes to his heart.” Nelson Mandela
For example, a study conducted by researchers from Stanford University
https://nlp.stanford.edu/pubs/pryzant2017sigir.pdf
found that products in Japan sell better if their advertising includes polite language and words that invoke cultural traditions or authority.
A machine learning technique was used to analyse more than 90,000 food and health-related product descriptions and their sales data on the Japanese e-commerce marketplace Rakuten.
The more of those keywords a description contained, the better the product sold.
“If you’re trying to persuade people to do something, or buy something, it seems to me you should use their language, the language in which they think.” David Ogilvy.
However, there are challenges associated with achieving a truly localised approach when depoying conversational customer experiences.
Picture a company based in the UK and operating in 20 different territories. This company has successfully built, deployed, and enhanced its chatbot for the British market, achieving successful results in conversation rate and sales.
If this company operated across Europe, it would naturally want to expand its chatbot to the likes of France, Germany, Spain, Italy, Poland and the various other nations across the continent.
However, millions of consumers living in these countries would not speak English and would have unique characteristics related to their culture.
As exemplified by the Stamford study, even if they did speak English they might not respond in the same way as a British person would from a messaging perspective. The British might respond to humor and sarcasm more than a Spanish person, for example.
Therefore, being able to utilise a multilingual Conversational AI is critical for organisations looking to succeed and scale up in new territories.
More work is required for this approach, however, the rewards are likely to be significant and will also provide a major competitive edge if the correct investment is made.
In order to fully understand how to utilise and deploy a multilingual Conversational AI solution, access a feature article from Conversational AI specialist Agustin Etman, here.
How Pre-Built Knowledge Supports Rapid CCX Deployment
If a business wants to create conversational customer experiences (CCX) quickly and efficiently, having access to pre-built knowledge in multiple languages provides a significant advantage and speeds up the process of deployment.
For example, instead of having to write out individual automated responses in Bulgarian, Teneo users will now be able to select a whole library of pre-built answers, terms and expressions.
Pre-built Knowledge is considered relevant for any project domain and any type of solution because it enables developers to get up and running with a new solution quicker as it allows the project team to focus only on project or domain specific needs.
Effectively, an organisation will be able to build a chatbot or voice assistant 80% faster than usual with the support of pre-built knowledge. With the addition of Bulgarian pre-built knowledge, businesses can now expand and deploy in this key Balkan region faster than ever.
Why Bulgarian Pre-Built Knowledge?
Bulgaria may not be the largest or powerful country in Eastern Europe, however, as a hotbed of IT talent and being based in an area with the highest capital efficiency on the continent, the region is developing at a strong pace.
According to research by Noble Hire,
https://noblehire.io/
the average salary for IT roles ranges between EUR 25,000 and EUR 30,000. The Bulgarian software association estimated a 10% growth of the software industry in 2020. Around 70,000 people work in the sector, which is 2.3% of the total number of employees in Bulgaria.
This indicates that A higher volume of Conversational Designers may come from Bulgaria over the coming years and as the nation develops, more and more businesses will want to utilise conversational customer experiences in order to communicate and engage with users that speak Bulgarian.
With the lowest rate of corporation tax in Europe (10%), the country could become a hotbed for large enterprises and start-ups alike in years to come.
Financial Calendar 2022
source
https://news.cision.com/artificial-solutions-international-ab/r/financial-calendar-2022,c3489577
THU, JAN 20, 2022 14:28 CET
Artificial Solutions® (SSME:ASAI) communicates planned financial reporting dates 2022.
Interim Reports
Fourth Quarter 2021 – February 17, 2022
First Quarter 2022 – April 29, 2022
Second Quarter 2022 – August 17, 2022
Third Quarter 2022 – October 26, 2022
Annual General Meeting (AGM)
AGM will be held on May 30, 2022. Exact time will be communicated in the notice for the AGM.
Reporting Language
With start with the fourth quarter 2021 interim report, Artificial Solutions will only provide financial reporting in the English language. Previously, the company has provided interim reports in both Swedish and English.
For further information, please contact:
Fredrik Törgren, CFO, Artificial Solutions
Telephone: +46 (0)70 355 08 29
e-Mail: fredrik.torgren@artificial-solutions.com
Artificial Solutions’ patents valued to 1,6 Billion SEK.
source
https://www.artificial-solutions.com/blog/artificial-solutions-patents-valued-to-16-billion-sek
January 17, 2022
Artificial Solutions International AB
https://www.artificial-solutions.com/
has invested significant amounts in R&D and in patenting its unique technology in Natural Language Interaction (NLI) and Natural Language Processing (NLP) technologies in recent years.
An updated intellectual property valuation analysis by OxFirst Ltd. shows that the valuation has risen to over SEK 1,6 billion, up from SEK 1,4 billion in 2019.
The patents are cited by some of the most influential companies in the Conversational AI space, including Apple, Nuance, Google and IBM, confirming Artificial Solutions as a leading innovator in the Conversational AI sector.
A cited citation is also referred to as a forward citation.
“Our technology is used by world leading companies to create the best customer experiences possible in a plethora of languages. We power the largest multilingual Conversational AI-project in Europe and our clients achieve outstanding customer loyalty scores with higher levels of automation they originally thought possible” says Per Ottosson, CEO of Artificial Solutions.
Artificial Solutions has significantly more forward citations than the average peer in Software (305 vs. 33). Forward citations indicate that newer patents acknowledge the importance of a foundational patent in the space.
The valuation considers how the scope and influence of Artificial Solutions´ intellectual property has expanded and bases its conclusion on the patents overall market opportunity combined with the potential opportunities in the Conversational AI market.
Our patents cited by Apple, Nuance, Google and IBM are key components within Artificial Solutions platform, Teneo
https://www.artificial-solutions.com/teneo
to develop bots and conversational IVR’s. With Artificial Solutions customers can add Teneo to any existing conversational AI development and expand with functionality, such as any of Teneo´s 86 languages.
The product is delivered as a Cloud based SaaS service to global businesses such as Telefonica Germany, HelloFresh, AT&T, Medtronic and Škoda, part of Volkswagen Group.
Conversational AI Trends for 2022.
source
https://www.artificial-solutions.com/blog/conversational-ai-trends-for-2022
January 4, 2022
The Conversational AI sector made significant progress last year, as technological innovation and its adoption across international vertical markets drove growth and disruption for many of the industry’s key stakeholders, influencers, investors and organisations.
An even greater level of advancement is anticipated for the sector in 2022 as a number of developmental trends are set to define the next 12 months and beyond, according to industry experts from Artificial Solutions.
1. CAI joins the Omnichannel
As the volume of use cases grows across international markets, Conversational AI is quickly becoming a channel that marketeers, business owners and C-suite executives regard as essential for digital growth.
This year, we anticipate that CAI will join the likes of SEO, PPC, UX, UI, PR and Social Media as a core channel for businesses and enterprises to strategise around. As shown by the likes of ŠKODA and Swisscom in 2021, who committed significant resources towards their CAI teams and output.
“You might think of a chatbot as a helper that guides you through a website. It makes it easier for users to get oriented, saves time, and saves costs for companies. But a chatbot can also be seen as a sales tool and a means for collecting leads – potential customers. And that’s exactly how we work with digital assistants at ŠKODA.” Michal Reichl, Product Owner.
Investing resources correctly can drive results rivalling any major channel as a digital engagement and conversation tool. As a result, we anticipate that professionals working outside of the sector will become more aware of the potential of the technology and invest in their own education on the subject, driving the increase of marketers learning the skills required to build solutions. The greatest increase may come from content marketing specialists, who have a strong understanding of writing and communications.
For organizations investing in CAI, the question may be:
‘Do I train a developer to write or do I train a writer to develop?’
This may seem like an irrational point to make for those operating within the industry. You can’t just teach a social media guy to code, right? Granted, creating a complex CAI system is no breeze, however, the demand for software developers is at an all time high
https://www.forbes.com/sites/forbestechcouncil/2021/09/09/rising-stars-of-the-tech-world-why-developers-are-job-market-royalty/?sh=a35ad7c8718e
and even higher for those with the skills to build conversational solutions. And so, the task may be handed to communications professionals as time moves on and the demand for developers grows.
By 2024, 80% of technology products and services will be built by those who are not technology professionals, according to Gartner.
“Growth in digital data, low-code development tools and artificial intelligence (AI)-assisted development are among the many factors that enable the democratization of technology development beyond IT professionals.” Rajesh Kandaswamy, Research Vice President, Gartner.
https://www.gartner.com/en/newsroom/press-releases/2021-06-10-gartner-says-the-majority-of-technology-products-and-services-will-be-built-by-professionals-outside-of-it-by-2024
Therefore, the knock on effect of CAI becoming much more mainstream, may see a transformation in the jobs market and the skills listed on job descriptions across the CAI space.
2. True Data Encryption Reaches CAI
A chatbot can collect a vast amount of data from a single user during a short time and when that data is plugged into tools such as Microsoft’s Power BI,
https://www.youtube.com/watch?v=MsDQq3XTebg
the potential to generate insights and make key findings is limitless.
The key issue for some organisations is that user data can be sensitive and so, mining it for insights is prohibited. However, that may all be about to change as data encryption looks set to be incorporated into the industry.
“It’s exciting that we may have the power to encrypt data at ingestion, making it possible to use our technology even in the most sensitive data environments.” Per Ottosson, CEO, Artificial Solutions.
The volume of data gathered by retailers alone, is anticipated to surpass 175 zettabytes by 2025, according to Deloitte.
https://www2.deloitte.com/content/dam/Deloitte/us/Documents/consumer-business/us-retail-privacy-survey-2019.pdf
Simply put, encryption will no longer be a ‘nice to have’ it will be a necessity for Conversational AI moving forward as the sheer volume of data it gathers will be so vast, that protecting it will be a serious challenge, especially if that data is sensitive.
However, if the data is encrypted at ingestion, this will add highly stringent protection at the earliest stage.
As the industry wakes up to the need for encryption, so will organisations utilizing it. As a result, a race to create encryption may ensue as it becomes the major selling point for providers of CAI tech.
3. Chat First, Visit Later?
Conversational AI solutions can now be built and integrated seamlessly with the likes of WhatsApp, Facebook Messenger, Slack, Telegram and Google Assistant.
https://www.artificial-solutions.com/blog/the-power-of-teneo-connectors-customer-experience
And as the volume of mobile phone messaging users increases YOY, it has become clear that businesses have an opportunity to own entire sales funnels via these apps and channels.
The technology is already yielding major results as proven by the likes of Kids DXB, which is a Dubai-based business that offers a variety of learning, sport and fun activities for children. They organize holiday camps, birthday parties and offer coaching for a variety of sports.
To improve customer acquisition and experience, the company created a WhatsApp assistant that not only gathers new lead data but also provides information about all of the services in a comprehensive and convenient manner.
With the added potential of in-app purchases, we expect that messaging app chatbots will rise significantly through the course of 2022 as businesses realize the potential offered by direct chat that takes place outside of their digital properties and websites.
“This year, I see a lot of companies taking serious ownership of their conversational AI journey and making it part of their overall strategy. It has to sit in there in the long run, next to the more traditional channels. It will be exciting to see how our clients work with their implementations in that way with their strategic, long term goals.” Britta G. M. Jensen, Lead Conversational AI Consultant, Artificial Solutions.
4. Sustainability and C02 Reductions
The Conversational AI sector has a role to play in helping to reduce global C02 emissions and the importance of doing so is more important than ever before.
We´re not going to throw all kinds of scary statistics at you in this section, because we all know how serious the situation is, don’t we?
For the CAI industry, there is a direct impact that can be made through the implementation of its technology across international markets, especially with businesses that operate with contact centres.
Using a single CAI solution, an organization could reduce its energy consumption drastically. Customers would spend less time on the phone waiting if a complex voice bot could guide them to a resolution before a human reaches them. Furthermore, reducing the need for customer assistants to travel to a large centre could significantly reduce C02 emissions for a single company.
Leaders across the CAI sector are also making a concerted effort to reduce their impact on the environment.
https://vui.agency/en/blog/sustainability-in-action-at-vui-agency-in-2021
If you would like to know how you or your business can be more sustainable, consider switching your internet browser to Ecosia.
https://www.ecosia.org/?c=en
If you operate in the tech sector its a ‘no brainer’ as each search helps to plant a tree in an area of the world that the NGO is working to reforest.
See the video at:
https://www.youtube.com/watch?v=yRDA1ynrHTU&t=13s
You can even sign up your entire organisation and receive a unique tracking code which keeps count of all of the trees you’ll be responsible for planting, allowing you to make a carbon offset calculation each month.
5. Next-Gen Chat
Issues surrounding inequality and diversity
https://www.artificial-solutions.com/blog/automation-ai-addressing-inequality
are never far away from any future trends discussion, so you may think that the nuances of the subject have been fully exhausted by now, but from a CAI perspective, there is a unique angle that few of you are likely to have considered.
The next phase of CAI is expected to centre on bots with real personality and with a level of character that we have yet to experience. And so, with greater thought and experience being used to develop bots with , the importance on diversity enters the conversation.
“Diversity is becoming a higher priority for Generation Z and employer practices and culture are going to increasingly be weighted by their focus and results in building a stronger culture of inclusion.” Gavriella Schuster, Advisory Board Chairwoman, Artificial Solutions
The importance of language and dialect is clear enough. An internationally deployed chatbot needs to be able to straddle boarders and communicate with users in their native language and this is exemplified by the focus on languages on the Teneo platform, which has over 86 languages available to developers. But is language simply enough?
“A conversational interface enables the most direct and intuitive way of interacting with your customers. Imagine your assistant persona as being an employee or visionary of your company or organization.”
“You’d want them to be knowledgeable, empathetic, and polite in any conversation. You would also maybe imagine them showing presence, aware of the context, and knowing when to be silent and listen in any conversational situation.” Dr. Laura Dreessen, Senior Voice Architect, VUI Agency.
With this in mind, wouldn’t you want your organization to also have a voice that connects to people from a diverse mix of backgrounds?
This may well become the next big challenge for the CAI sector, but it´s one that is worth following closely over the next year. We´re certainly looking forward to hearing about chatbots that have been created to connect with a specific minority community or group, much like the one featured in Wired here.
https://www.wired.com/story/digital-assistant-smart-device-gender-identity/
6. Rules of the Game
As the evolution and revolution of the tech sector rolls on, growing calls are being made to create legislation that has oversight of what is being created and why.
Prominently, the European Commission has proposed 3 inter related legal initiatives that will contribute to building trustworthy AI in 2022 and beyond.
They consist of:
- A European legal framework for AI to address fundamental rights and safety risks specific to the AI systems.
- EU rules to address liability issues related to new technologies, including AI systems (last quarter 2021-first quarter 2022);
- A revision of sectoral safety legislation (e.g. Machinery Regulation, General Product Safety Directive, second quarter 2021).
The the implementation of GDPR and the protection it provides to users and their data has been a major success and data breaches are now treated as extremely serious matters by businesses in Europe. Bad practices, such as database sales, have been wiped away and we are all the better for it.
Regulation can often be seen as a negative influence when it comes to the development of technology, however, in order to protect the burgeoning AI sector in Europe and to prevent regulation getting in the way of pregress, industry the EU is offering major investment as part of its proposal.
“The Commission and Member States agreed to boost excellence in AI by joining forces on AI policy and investment. The revised Coordinated Plan on AI outlines a vision to accelerate, act, and align priorities with the current European and global AI landscape and bring AI strategy into action.”
“Maximising resources and coordinating investments is a critical component of the Commission’s AI strategy. Through the Digital Europe and Horizon Europe programmes, the Commission plans to invest €1 billion per year in AI. It will mobilise additional investments from the private sector and the Member States in order to reach an annual investment volume of €20 billion over the course of the digital decade.”
Source
https://digital-strategy.ec.europa.eu/en/policies/european-approach-artificial-intelligence
7. Our Future Ahead
Finally, we asked our team what excites them the most about the next 12 months and what else they predict for the near future.
Per Ottosson, CEO
“I´ m excited about the potential that SaaS and Azure bring to our clients, saving big amounts of CO2 and scaling effortlessly. And we will replace the IVRs during 2022. I also think that Google overstated the potential in their Agent Assists solution ability to go to automation and that will be a big news story in 2022.”
Recommended read: “Kai-Fu Lees book AI Superpowers. Read it and you will decide to dive straight into your AI projects.”
Gavriella Schuster, Chairwoman of the Advisory Board
“The great resignation shows no sign of slowdown. With the ongoing challenges of the pandemic, employees are rethinking their priorities and their current jobs. In order for employers to retain their employees they are going to have to reconsider inclusion and engagement strategies like flexible work, family leave and ways to further include and engage all of their staff.”
“My ambition for 2022 is to build a community of allies who will support and mentor each other on their journey to a better understanding of what it means to be an ally. A community committed to learning how to lead with compassion, empathy, and to work with intention to use their power and privilege to help woman and other underrepresented minorities to thrive in the workforce.”
Read Artificial Solutions Diversity Manifesto, here.
https://www.artificial-solutions.com/artificial-solutions-our-diversity-manifesto
Britta G. M. Jensen, Lead Conversational AI Consultant
“I have always found the broad span of projects – sectors, channels, scopes, use cases – amazing. There are so many options! I am always curious to see what new ideas and implementations are brought to life based on the ideas of the people sitting and defining the conversational AI user experience that is right for their company. I also think we are going to see some great advances in the NLU field with more sophisticated learning algorithms.”
Recommended read: Don’t miss out on all the good stuff that is being shared in the Forum on Teneo Developers.
https://community.teneo.ai/
Linette Manuel, Developer Advocate
“I am really excited to see more use cases that incorporate predictive models and leverage data in the conversation design. From the perspective of the evolution of human computer interaction I am looking forward to seeing expansion to other technologies, such as AR or VR or any Metaverses.”
“I would love to look back on 2022 at the end of the year and see a big amount of progress in the development of our Teneo Community.”
https://www.linkedin.com/showcase/teneo-platform/?viewAsMember=true
Recommended read: QualityLand is a great satiric fiction, from the educational books I would recommend of course Cathy Pearl’s Book Designing Voice User interfaces or Voice Technology in Healthcare, written by Teri Fisher, Harry P. Pappas, Sandhya Pruthi and David Metcalf.
Best Practices for Smart IVR Use Cases in Contact Centers.
source
https://www.artificial-solutions.com/blog/best-practices-for-smart-ivr-use-cases-in-contact-centers
January 3, 2022
The COVID-19 pandemic has brought many challenges into our lives. Different industries had to adjust their businesses and shift customer interactions to the virtual online space. Many companies that were doubtful about adopting new approaches and leveraging automation were urged to explore different strategies to ensure and sustain excellent customer care and voice bots emerged as one of the leading technologies to support contact centers, with Intelligent IVR recording significant new traction.
https://www.artificial-solutions.com/blog/the-power-of-teneo-connectors-customer-experience
This article is here to give you:
• Good examples of Intelligent IVRs
• Best practices on how to implement an Intelligent IVR system
• Steps to take into consideration
• Necessary clues to replace your old IVR
Voice is not enough – multimodal approach is the key
The IVR, or Interactive Voice Response,
https://www.ttec.com/glossary/interactive-voice-response
has been considered the father of VUI (Voice User Interface), starting the great era of voice interaction in the early 2000s.
Technology has become a standard for contact centers. Most of us, however, have unpleasant associations with IVRs. “Press nine if you are interested in orders. Press two if you want to cancel your order.”
Many of us have been stuck in the loop of long key pressing. Not to mention the frustration of hitting the wrong number. If we were lucky enough and the IVR was well designed, we were given an option to start over.
The keypress assignment was not the original idea of IVR. In fact, the first IVRs were designed to understand voice commands, but the interaction shifted towards buttons due to the early stage of speech recognition technologies. Since then, we have witnessed a massive improvement in speech recognition technologies.
It makes perfect sense that the contact centers are cycling back to the original purpose of IVRs and pushing the borders even further with a multimodal approach, taking advantage of the best qualities that voice, touch, and text interactions offer.
Use and design of Intelligent Routing Systems for IVR
What is the best use case for voice assistants? The idea of choosing the correct use case to automate fully has to be decided carefully. However, the contact center you are designing a voice bot for does not need to start with full automation of your customer care processes. Helping your customers connect to the right agent as quickly as possible is a perfect start.
Businesses have started to implement Intelligent Routing into their contact centers. When designed appropriately, intelligent routing can cut down the time customers spend in the “virtual lobbies,” the overall average handling time, increase overall customer satisfaction and help with the increase of the NPS (Net Promoter Score).
As Conversational Designers, we always need to ensure that we won’t recreate the unpleasant associations with Smart IVRs. It is always good to avoid any loops your customers may be stuck in.
How you design your voice solution matters. Train your voice bot to understand that the customer wants to be transferred to a human agent and avoid too much stubbornness. Think about different users. Voice technologies are yet at the beginning of the path towards inclusiveness.
https://www.artificial-solutions.com/blog/automation-ai-addressing-inequality
Adding a rule that will hand over the call to a human agent can be appreciated not only by customers with speech difficulties
Remember, the goal is to help route the customer to the right human agent promptly.
Your contact center might be quite robust, therefore building an intelligent routing system can seem to be a challenge. However, the existing data of interactions with your customers are an excellent resource for you. Take your time to analyze any recordings, e-mails, and live chat messages to help you design your flows and enrich your training and testing datasets.
The leverage of customers’ data can increase your NPS
Your prior interactions with customers have even more advantages. Proper use of the gathered information supports the happy path of the interaction between the customer and the digital assistant. Moreover, it helps achieve a seamless handover.
Make your assistant smarter, use personalized interactions such as addressed greetings, and apply a set of rules to predict why the customer is calling. Use the available data from your CRMs, trace behavioral anomalies and apply them to your conversational solutions.
Usages of predictive rules and models can be seen across different industries. An example from retail can be a customer calling the day after not receiving his package. There is a considerable probability that his call is regarding the unfulfilled delivery. The voice bot can lead the conversation and ask right away if the customer’s call is about his undelivered package.
In the Telco industry, predictions can be applied on irregular amounts on the customer’s invoice, reoccurring calls during widespread service outages, and even to support the upsell of your product. The digital assistant does not need to handle the sale itself. Instead, it can cleverly find out the customer’s interest and redirect the call to your most successful sales agent.
Repetitive IVR tasks can be fully automated
There are several use-cases that the digital assistant can fully automate. For example, transport companies and travel agencies use fully automated digital assistants to cancel or change tickets and provide information about the travel conditions and terms.
In retail, we can frequently encounter automated bot handling changes in delivery details, extensions of package storage duration, canceling of any orders. Moreover, several voice bots are trained to schedule meetings or medical examinations. The Telecommunication industry holds several successful use cases, from small ones such as resetting PINs or blocking SIM cards to more complex solutions – a digital assistant guiding a customer to troubleshoot their router.
Many of your users will appreciate the 24/7 availability of your voice assistant. Working hours should not be an obstacle to blocking your credit card.
The general hesitations about leaving the voice bot to handle the conversation without human intervention come from a reasonable fear of voice technologies’ limits and previous poor experience. Correctly chosen use-case and multimodal approach, combined with omnichannel strategy, are the best rules to follow.
When analyzing your customers’ input data, look for the common variables. Unlike chatbots, voice bots have difficulties handling names, e-mails, and numbers with several digits. Several speech-to-text providers such as Google or Microsoft enable you to add data into the speech training models to slightly adjust speech recognition to your needs.
Despite this great option, you might still think of several workarounds for your solution. There is so much you as a conversational designer and your team can do to provide the best user experience and minimize bumps in the road with voice solutions.
Add some code into your flows and pull any valuable data from your CRMs. Don’t make your customers repeat information you already have. Details like names, addresses, or e-mails are usually linked to your customer’s account. Shorten the identification process and use the phone number to identify your customer at the beginning of your call.
If confirmations of these details are necessary, design your voice assistant to be proactive in the conversation, not passive. For example, a question like “Am I speaking to Mr. Henderson?” narrows the likelihood of incomprehension and leads the customer to a more straightforward answer.
In comparison, the question “Can you tell me your name?” not only risks the wrong transcription but can also seem unprofessional when asking a client your company bills each month for your provided service.
Gaining the skill of Pronunciation Lexicon and Speech Synthesis Markup Language or adding a member to your team with this particular skill set is a great advantage and can ameliorate the pronunciation of uncommon words and names.
If your customer is calling from an unknown number, make sure to store the data for any further interactions. Know your customers and help your digital assistant to know your customers. Assure your solution is GDPR compliant. Ask for consent, and handle your customer’s private data carefully.
You may want to automate processes that require a higher level of security. For today’s article, let’s omit the voice biometrics option, which would need an article itself, and look at more standard practices, such as PINs and security codes.
When asking for any security code, think of the minimal amount of digits your digital assistant needs to identify your user. A multimodal approach can be handy if the number is longer than four digits. Ask your user to type the number on their phone. Therefore, your voice bot won’t struggle with the comprehension of the number. Moreover, the customer can easily see, check, and change their number.
In some cases, you might need to get precise details from your customer. Be authentic, meet the client halfway, and let them type the specific information via their preferred channel. Is your customer’s preferred channel Whatsapp? Be proactive and send a reminder message immediately after the call.
Creating a successful digital assistant requires several building blocks, such as perfect conversational flows with clever and engaging copywriting and the application of predictive rules or models. However, once done, it can result in a powerful solution that can leverage the business potential and improve the customers’ level of satisfaction reflected on your NPS.
Artificial Solutions closes SEK 250 million credit facility.
source
https://news.cision.com/artificial-solutions-international-ab/r/artificial-solutions-closes-sek-250-million-credit-facility,c3477688
WED, DEC 22, 2021 16:54 CET
Today Artificial Solutions International AB closed a 5-year credit facility of SEK 250 million, carrying an interest margin of 9.5% and with a PIK (payment in kind) interest by Capital Four’s fund, Capital Four Private Debt IV Fund. Capital Four is one of the largest independent credit asset management companies in the Nordics with a total of EUR 15 billion in assets under management.
The Company announced the signing of the term sheet for the credit facility already on October 5, 2021 and the transaction is now closed, and Artificial Solutions has received the proceeds from the new credit facility.
The proceeds have partially been used for refinancing the Group´s debt and convertible debt. Following repayment of the debt on December 22, 2021 and the related estimated transactional fees, approximately SEK 105 million in cash is available for supporting the Company’s continued growth and execution of the new SaaS model strategy built on the offering LUIS^Teneo.
Artificial Solutions CEO Per Ottosson comments: “Following the refinancing we also receive cash to support our continued growth from a reputable investor such as Capital Four. This is a sign of trust in our technology, people and new SaaS strategy. We welcome Capital Four as a long-term financing partner.”
This disclosure contains information that Artificial Solutions International AB is obliged to make public pursuant to the EU Market Abuse Regulation (EU nr 596/2014). The information was submitted for publication, through the agency of the contact person, on 22-12-2021 16:54 CET.
For further information, please contact:
Fredrik Törgren, CFO, Artificial Solutions
Telephone: +46 (0)70 355 08 29
e-Mail: fredrik.torgren@artificial-solutions.com
About Artificial Solutions
Artificial Solutions® (SSME:ASAI) is the leading specialist in Conversational AI. We enable communication with applications, websites and devices in everyday, humanlike natural language via voice, text, touch or gesture input.
Artificial Solutions’ advanced conversational AI Teneo®, allows business users and developers to create sophisticated, highly intelligent applications that run across 86 languages and dialects, multiple platforms and channels in record time. The ability to analyse and make use of the enormous quantities of conversational data is fully integrated within Teneo, delivering unprecedented levels of data insight that reveal what customers are truly thinking.
Artificial Solutions’ conversational AI technology makes it easy to implement a wide range of natural language applications such as virtual assistants, conversational bots, speech-based conversational UIs for smart devices and more. It is already used daily by millions of people across hundreds of private and public sector deployments worldwide.
Artificial Solutions International is listed on Nasdaq First North Growth Market in Stockholm with short name ASAI. Erik Penser Bank is the Company’s Certified Adviser
https://www.penser.se/
tfn +46 (0) 8-463 83 00, e-post certifiedadviser@penser.se).
For more information, please visit
https://www.artificial-solutions.com/
Driving Conversational Customer Experience across the Automotive Industry.
source
https://www.artificial-solutions.com/blog/conversational-customer-experience-in-the-automotive-industry
December 15, 2021
The automotive industry has undergone rapid transformation in recent years, as market forces have forced a radical shift in both manufacturing and digital practices. The increased demand for electric / hybrid vehicles has forced car manufacturers to invest billions into research and development while online disruptors operating in the second-hand market have also seized upon opportunities to connect and communicate with buyers online using new and innovative technology.
One such strategy has been the adoption of Conversational Customer Experience and in this article we´ll explain how the trend is driving greater personalization, increasing revenue opportunities, and helping automotive organizations to expand and scale in new international territories.
Digital Transformations and Automotive Disruptors
The impact of COVID-19 can be clearly seen when analyzing the automotive industry and new car sales with a significant drop being recorded from 2019 to 2020 and 2021. However, as shown below, the 2008 financial crisis caused a bigger drop in sales compared to the pandemic.
So, what has changed? You would expect a significantly bigger drop when you consider that carrying out test drives was impossible during large sections of 2020 and 2021. Clearly, the impact of the pandemic has been mitigated and the answer lies online, as the experience of buying a car digitally has become significantly more enjoyable and simplistic.
“For automotive e-commerce related searches, the end of 2020 had the highest interest level ever across most markets. Search queries for buying a car online are significantly above 2019 levels and have shown great momentum: 26 percent in Germany, 82 percent in the UK, and 39 percent in France.”
Mckinsey
https://www.mckinsey.com/industries/automotive-and-assembly/our-insights/digitization-in-automotive-retail-in-2021-and-beyond
Now, drivers can access thousands of cars at the click of a button, book test drives and make a purchase without leaving their home. But this is not behaviour created by the pandemic. Before the onset of COVID-19, car manufacturers and second-hand marketplaces had invested millions in digital transformation in order to attract and sell to buyers online.
Paul Hennessy, CEO of Vroom, said:
“The traditional dealership model or the traditional peer-to-peer sales where a consumer might be selling or buying a car from a stranger is fraught with friction and a process that was just begging to be disrupted.”
The Ultimate Customer Experience Creator – Teneo Connectors.
source
https://www.artificial-solutions.com/blog/the-power-of-teneo-connectors-customer-experience
December 7, 2021
Ever wondered what the key to a successful Conversational AI (CAI) implementation is? Gartner,
https://www.gartner.com/en/information-technology/insights/artificial-intelligence
the lead research and advisory firm on emerging technologies, has some answers. In their “Guidance Framework for Evaluating Conversational AI Platforms” (2020) they offered a detailed step-by-step framework for successful CAI implementations, breaking down the main aspects for enterprises to watch for while looking for vendors. One of the things Gartner highlights is the ability to leverage pre-built integrations:
“As you investigate your chatbot use cases, consider the benefits of using the prebuilt capabilities of enterprise application offerings. Significant time and effort go into creating conversations, establishing the required workflow and integrations, and testing and launching the chatbot. Prebuilt offerings directly mitigate this risk and challenge.”
What is the value of prebuilt integrations for customer experience?
According to Gartner, 92% of the Virtual Customer Assistant implementations are to be integrated with some shape or form of an enterprise application (see figure below).
Teneo offers prebuilt connectors with enterprise systems through both cloud and on-premise APIs. Teneo connectors allow developers to expose their applications via different channels (web, voice, IVR, mobile, social media platforms, etc.), as well as integrate with backend systems of different types (live chat systems, call centers, CRMs, CMS, RPA providers, ticketing and issue tracking systems, etc.).
Not only does this create more possibilities to create customer experiences across multiple platforms, it also removes the issue of building them for a business itself.
“You should leverage prebuilt channel integrations whenever possible, unless your conversational platform cannot or does not provide the channel capabilities.”
Teneo Connectors and the Teneo Community
Teneo Connectors
https://developers.artificial-solutions.com/resources
meet specific needs the Teneo Developers community have.
About 40% of the connectors currently available through Teneo Developers have been contributed by the community itself. All of these connectors are open-source and openly available for anyone to leverage in their Teneo solutions. As the library of connectors grows, the community benefits from reduced implementation times in their projects, proven and robust code, updates and extensive documentation for customization purposes.
Connectors make it possible for Teneo applications to be available through multiple channels:
https://developers.artificial-solutions.com/resources/channels
web, messaging, voice, contact centers, IVR, mobile, etc. Users can interact with Teneo via IVR (Twilio, Vonage, CISCO Connect, Genesys, etc.), messaging (SMS, WhatsApp, LINE, WeChat, etc.), social media (Facebook, Twitter, etc.), as well as mobile (iOS and Android SDKs are publicly available on Github for Teneo Developers to develop their own apps), voice assistants (Alexa and Google Home), and also through other less obvious channels, like TV boxes or drive-thru systems.
Teneo
https://www.artificial-solutions.com/teneo/teneo-studio
integrates with a vast number of backend systems,
https://developers.artificial-solutions.com/resources/backend-connectors
like Salesforce, JIRA, ServiceNow, Zendesk, Freshdesk or Freshservice for digital workflows and operations. It also integrates with two of the major global flight search services (Amadeus and Sabre), providing limitless automation opportunities for travel agencies and booking businesses. Teneo also augments RPA processes with human-like capabilities, by making them more accessible while adding natural language and dialog management dimensions to RPA workflows from major providers like BluePrism, UiPath, Automation Anywhere or Power Automate.
Bot Framework Developers will find a dedicated number of Teneo Connectors they can leverage within the Microsoft Azure Bot ecosystem: from frontend connectors easily exposing LUIS^Teneo bots through Teams and Skype to backend integrations with Power Automate or QnAMaker knowledge bases, as well as pre-built data analytics Conversational AI dashboards and metrics in Power BI (all of the pre-built KPIs can be fully customized and extended via our patented TQL language and analytics API).
https://developers.artificial-solutions.com/data/analyze-log-data/running-custom-queries
In addition to these, Teneo Connectors allow for CAI implementations to be extremely modular, even leveraging other NLU providers as part of the architecture. LUIS^Teneo
https://developers.artificial-solutions.com/getting-started-lt/luis-to-the-power-of-teneo-in-10-minutes
is our most successful combined implementation, but Teneo can integrate with other Intent engines like Amazon Lex, IBM’s Watson, DialogFlow (ES and CX), pre-trained Deep Learning and Transformer models, deployed Classifiers (from StanfordCore NLP to OpenNLP, etc.), and many more. There’s no limit as to the level of modularity a Teneo-based architecture can have.
Teneo Connectors in Action
Frontend connectors facilitate the communication between your channel of choice and Teneo. They are typically comprised of a Node.js application (available in Github)
https://github.com/artificialsolutions
which can be easily deployed as a “middleware” or web application, hosted locally, through Heroku or via any preferred Cloud service. The frontend instance will pass on requests to the Teneo Connector, which will make sure to translate the communication into a format Teneo will understand, also handling specific Teneo events like sessions, timeouts, etc. automatically. Setting up a frontend connector can take from 10 to 30 minutes maximum.
One of our most recent LUIS^Teneo customers, SelectQuote, is leveraging one of our connectors (Vonage voice), which allows agents to transfer calls from their contact center to a voicebot. The connector was readily available before the project started so the development team reduced implementation times significantly by leveraging its functionality. The integration was used without any further customizations.
Backend connectors are meant to integrate your natural language application with different backoffice systems, allowing your bots to create and curate tickets, pull user details from different sources, retrieve answers from specific databases, connect to search services (products, flights, etc.), hand over conversations to agents (along with dialog and user information), etc. They are typically comprised of a starter solution containing a prebuilt integration with the backend system at hand and a set of intents and flows that will add conversations capabilities to flight searches for instance, the creation of Support tickets in a system like JIRA, etc., etc.
Adding new Connectors
Oftentimes partners and clients ask this question: What if there is no existing Connector for the enterprise application I am planning to integrate with?
Our answer is:
- Engage with the community, you will be surprised how collaborative of an environment it is. Earlier this year different community initiatives resulted in a number of contributions from our own developers. Our Contentful, Shopify, Zoho Desk and Hubspot connectors can attest to that!
- In addition to that… our Customer Success will be happy to help! We thrive in new challenges and are willing to help create new connectors to help you meet your needs while continuing expanding the versatility of a CAI platform we pride in.
Trust us, prebuilt connectors are an asset you want to look for in a CAI platform in order to create the best customer experience possible. Teneo Connectors have been recognized by analysts like Gartner and ISG, for the enormous value they provide in real CAI implementations. So please feel free to give them a try! And sign up for our Teneo Developers Forum,
https://community.artificial-solutions.com/
as this will ensure you are notified every time a new connector is published.
References
Skowron, Jeffery, and Soyeb Barot. “Guidance Framework for Evaluating Conversational AI Platforms.” Gartner Research, May 2020, ID G00721598.
A group of investors acquire 9.2% of the shares in Artificial Solutions.
source
https://news.cision.com/artificial-solutions-international-ab/r/a-group-of-investors-acquire-9-2--of-the-shares-in-artificial-solutions,c3465173
TUE, NOV 30, 2021 20:58 CET
Artificial Solutions International AB (“Artificial Solutions” or the “Company”) today announces that a group of investors, including among others C WorldWide Asset Management, board member Johan A. Gustavsson and SEB-Stiftelsen, have acquired 6,061,435 shares in Artificial Solutions, corresponding to 9.2% of the shares in the Company from Scope Growth II (the “Transaction”).
The transaction in brief
Artificial Solutions’ largest shareholder, Scope, through the investment funds Scope Growth II and Scope Growth III, today informed the Company that a group of investors including C WorldWide Asset Management and board member Johan A. Gustavsson as well as investors in the investment fund Scope Growth II, including SEB-Stiftelsen, have acquired shares in Artificial Solutions, in a sale corresponding to 9.2% of the shares in the Company. The Artificial Solutions holding, an investment made already in 2008 by Scope Growth II, was the only remaining holding in the fund portfolio.
Following the Transaction, Scope remains Artificial Solutions’ largest shareholder through Scope Growth III. Scope Growth III holds 10,727,971 shares in Artificial Solutions, corresponding to 16.3% of the shares in the Company.
“Having entered a new and exciting chapter with Per and his management team, and as we remain the principal shareholder of Artificial Solutions through Scope Growth III, we are happy to be able to offer our investors, from our earlier fund, the opportunity to continue this journey as direct shareholders” says Fredrik Oweson, Partner at Scope.
“The investors from Scope Growth II have known the Company for a long time and we are happy to welcome them as direct shareholders as we prepare to scale” says Per Ottosson, CEO Artificial Solutions.
This disclosure contains information that Artificial Solutions International AB is obliged to make public pursuant to the EU Market Abuse Regulation (EU nr 596/2014) and the Swedish Securities Markets Act (2007:528). The information was submitted for publication, through the agency of the contact person, on 30-11-2021 20:58 CET.
For further information:
Per Ottosson, CEO, Artificial Solutions
Email: per.ottosson@artificial-solutions.com
About Artificial Solutions
Artificial Solutions® (SSME:ASAI) is the leading specialist in Conversational AI. We enable communication with applications, websites and devices in everyday, humanlike natural language via voice, text, touch or gesture input.
Artificial Solutions’ advanced conversational AI Teneo®, allows business users and developers to create sophisticated, highly intelligent applications that run across 86 languages and dialects, multiple platforms and channels in record time. The ability to analyse and make use of the enormous quantities of conversational data is fully integrated within Teneo, delivering unprecedented levels of data insight that reveal what customers are truly thinking.
Artificial Solutions’ conversational AI technology makes it easy to implement a wide range of natural language applications such as virtual assistants, conversational bots, speech-based conversational UIs for smart devices and more. It is already used daily by millions of people across hundreds of private and public sector deployments worldwide.
Artificial Solutions International is listed on Nasdaq First North Growth Market in Stockholm with short name ASAI. Erik Penser Bank is the Company’s Certified Adviser (https://www.penser.se/, tfn +46 (0) 8-463 83 00, e-post certifiedadviser@penser.se).
For more information, please visit
https://www.artificial-solutions.com/
Leading US insurance broker, SelectQuote, selects Artificial Solutions for Conversational AI Applications.
source
https://www.artificial-solutions.com/blog/selectquote-chooses-artificial-solutions-for-cai-applications
December 2, 2021
Artificial Solutions continues sales momentum by signing new SaaS customer for LUIS^Teneo.
Artificial Solutions® (SSME: ASAI),
http://www.nasdaqomxnordic.com/aktier/microsite?Instrument=SSE145803&name=Indentive%20B
the leading specialist in Conversational AI (CAI),
https://www.artificial-solutions.com/conversational-ai
today announced that SelectQuote (NYSE: SLQT),
https://www.linkedin.com/company/selectquote-insurance-services/?originalSubdomain=es
the online insurance broker for life, auto & home and Medicare plans in the USA, will work with Artificial Solutions and Vonage
https://www.artificial-solutions.com/blog/teneo-connector-vonage-interactive-voice-response-and-sms
to rapidly build advanced conversational AI applications.
SelectQuote will deliver exceptional customer service and increase operational efficiency by developing voice bots based on Vonage´s API Platform and Artificial Solutions’ offering, LUIS^Teneo,
https://www.artificial-solutions.com/ms-luis-teneo
a cloud architecture and SaaS-based platform in Microsoft Azure.
The SelectQuote Enroller Voicebot, in production, works as a supplement to current enrollment process by handling parts of the enrollment process through the phone.
“We selected Artificial Solutions for their extensive catalogue of pre-built integrations, which mitigates risk and costs,” said Jaki Breland, IT Project Manager at SelectQuote Insurance Services. “In working with LUIS^Teneo we can speed up development and deployments as well as make it easier to add functionality and channels making us more agile and faster in providing excellent customer experience”.
SelectQuote will benefit from Artificial Solution´s ability to connect frontend and backend systems, such as the Five9 Contact Center infrastructure, CRM and Insurance data to optimize their operations and develop better, faster and smarter conversational AI apps with support whenever they need it. With Artificial Solutions, SelectQuote also get access to extensive data insights.
Teneo Connector: Vonage – Interactive Voice Response and SMS.
source
https://www.artificial-solutions.com/blog/teneo-connector-vonage-interactive-voice-response-and-sms
November 25, 2021
Earlier this year, one of the largest insurance sales agency in America connected Teneo CAI
https://www.artificial-solutions.com/teneo
with Vonage
https://www.vonage.com/
to automate part of its enrollment process. The insurance broker, which helps consumers shop for Medicare plans by providing unbiased price comparisons from some of the most trusted insurance carriers: Kaiser Permanente, Aetna, Cigna, Humana, Anthem, etc., was looking to better serve its clients and allow enrollers to provide support more effectively.
Users are now able to begin their Medicare onboarding journey by speaking with an insurance agent to identify what plans they are eligible for and what product best fit their needs. Upon verification of enrollment details, they are transferred to the Teneo assistant, which finalizes the enrollment process.
Within a few weeks, the Teneo CAI platform,
https://www.artificial-solutions.com/teneo/teneo-studio
which is fully integrated with Vonage’s programmable communications API (via the SMS and IVR connectors), was able to support complex contact center architecture, while taking over conversational portions of the enrollment process that would take agents up to 10 minutes to complete otherwise.
The new Teneo Vonage Voice Connector
https://developers.artificial-solutions.com/resources/channels/vonage-voice-connector
helps establish a seamless phone handover between the agents and the voice assistant, which finishes the enrollment process with customers.
Here’s how:
Vonage provides a robust voice API that is well documented and easy to set up, and that was already directly integrated into Teneo. This integration was instrumental to the rapid development and early rollover of the application, since it is responsible for starting the conversation between the user and the voice assistant.
Once the user is transferred to the assistant, the audio is streamed to a Speech Service (provided by Vonage) that instantly transforms the audio into text, before feeding it into Teneo.
At this point, Teneo takes the user input and sends back the appropriate response, which in turn goes through the same Vonage Speech Service integration, this time to transform the text into speech.
Finally, the Speech Service connector tells Vonage to stream the audio back to the phone call and to the user.
To understand how your contact center would benefit from a Conversational AI solution, contact our team here.
https://www.artificial-solutions.com/contact
Hype Cycle™ for Digital Commerce, 2021- Gartner Complementary Report.
source
https://www.artificial-solutions.com/conversational-ai-reports/gartner-reports
As per Gartner, “pursuing digital commerce is a key way to gain customers, boost revenue and reduce costs. This Hype Cycle will help application leaders evaluate a wide range of commerce technologies in light of how long they will mature, and the extent of their business impact.”
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document.
In the coming years, it’s expected that customers will manage the majority of their relationship with an enterprise without interacting with a human and that millions of consumers will use voice-enabled conversational AI to purchase on digital commerce platforms.
According to Gartner, “VCAS are the most prevalent use case of VAs and are being adopted by many organizations to support customer-facing interactions. The COVID-19 pandemic has accelerated this adoption, pushing some use cases into the mainstream adoption phase, but new cases in healthcare or brand marketing are also emerging.”1
With users now partially unable to physically shop, digital commerce takes even more importance and VCAs are a great tool to support it. “The top business value benefits that organizations are getting with VCA are improving operational efficiency, reducing costs and enabling 24/7 support while improving customer experience. This is enabled by moving engagements to self-support channels with faster time to resolution.”1
Artificial Solutions understands this and that’s why we created Teneo, a powerful end-to-end development platform that provides everything you need to rapidly build advanced, conversational AI applications. Its enterprise strength and proven technology is capable of scaling to deliver both the exceptional customer experience your users demand and robust, business continuity to secure your organization’s future. Our company is named by Gartner as a Sample Vendor for Virtual Customer Assistant inside this report.
About Artificial Solutions
Artificial Solutions® (SSME:ASAI)
http://www.nasdaqomxnordic.com/aktier/microsite?Instrument=SSE145803&name=Indentive%20B
is the leading specialist in Conversational AI. We enable communication with applications, websites and devices in everyday, humanlike natural language via voice, text, touch or gesture input.
Artificial Solutions’ advanced Conversational AI Teneo®, allows business users and developers to create sophisticated, highly intelligent applications that run across 86 languages and dialects, multiple platforms and channels in record time. The ability to analyse and make use of the enormous quantities of conversational data is fully integrated within Teneo, delivering unprecedented levels of data insight that reveal what customers are truly thinking. Artificial Solutions’ Conversational AI technology makes it easy to implement a wide range of natural language applications such as virtual assistants, conversational bots, speech-based conversational UIs for smart devices and more. It is already used daily by millions of people across hundreds of private and public sector deployments worldwide.
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