You’ve heard the “AI hype train” complaints of “Generative AI isn’t paying off!” but in the contact center, the ROI is undeniable. Max Ball from Forrester, laid it out in his August 14, 2024 post “Is GenAI Falling Short? Not In The Contact Center,” calling out two proven wins: automated call summaries and RAG-powered “infrequently asked questions” AI Agents. Let’s recap those and then unveil three more AI use-case you need in your contact center, powered end-to-end by Teneo’s conversational AI platform.
1. Automated Call Summarization
According to the article from Forrester, one very common use-case of using AI in contact centers is Automated Call Summarization. Agents dread writing post-call notes, so summaries often end up vague or incomplete. GenAI changes that: it listens to every conversation, extracts the key points, and delivers crisp, structured summaries automatically. No more manual entry, no more guesswork, just high-quality data that feeds your CRM like HubSpot or Salesforce and drives smarter follow-ups.
2. Infrequently Asked Questions (RAG-Powered)
One other popular use-case in contact centers according to the Forrester blog post is RAG powered use-cases. Traditional FAQ bots only handle what you predefine. With retrieval-augmented generation, you point GenAI at your entire document library, product manuals, policy PDFs, KB articles and it dynamically pulls the right answer on demand. Customers get instant, accurate responses to even the weirdest queries, and you slash support costs. Want to get started with RAG? Use Teneo native RAG functionality to get started in minutes!
3. AI Translation & Multilingual Support
Global brands can’t afford language barriers. Teneo natively supports over 86 languages natively, and can use GenAI translation layer to instantly translate and localizes both inbound customer messages and outbound agent replies, across voice and chat so you can offer seamless support in any language your enterprise is located in. One Teneo customer used this exact approach to cut translation costs and save millions without sacrificing customer experience. Where the secret sauce lays in Teneo’s scalability.
4. Adaptive Answers & Personalized Journeys
Generic responses frustrate customers. Personalized ones convert. Teneo lets you build adaptive answer flows that dynamically adjust based on each customer’s history, preferences, and real-time intent. Combine that with personalized journey orchestration where conversations seamlessly escalate from self-service to live agents or schedule callbacks when needed and you deliver experiences that feel intuitive, relevant, and truly human.
5. Real-Time Sentiment Analysis & Proactive Outreach
With GenAI, sentiment analysis identifies frustration by analyzing tone, word choice, and speech patterns throughout the customer journey. Teneo can tailor the experience or answer with empathy-driven responses when signs of dissatisfaction appear. Beyond single interactions, advanced models track sentiment across multiple touchpoints to identify churn risk and initiate proactive outreach such as follow-up emails, VIP callbacks, or personalized offers to turn potential detractors into loyal advocates.
Why are Contact Centers afraid of AI use case?
Many contact centers hesitate to embrace GenAI due to fears around complexity, cost, and disruption. That’s exactly why Teneo exists. We make it easy to roll out powerful AI use cases without ripping out your existing systems or retraining your entire team. Our intuitive AI first platform lets you design and deploy voice, chat, and messaging experiences in days, not months, all with enterprise-grade security, compliance, and control built in. With native integrations to powerful contact centers like Genesys Cloud, and Amazon Connect, Teneo can be integrated to your platform within minutes.
Ready to see the magic in action? Request a Teneo demo and transform your contact center into an AI powerhouse.
FAQ AI use case
What’s the first step to bringing AI use case into my contact center?
Start small, pilot automated call summarization. It requires minimal process change, delivers quick ROI, and generates the trust you need to tackle bigger GenAI projects.
How does Teneo handle data security and privacy?
Teneo’s platform includes built-in encryption, compliance with regulations, and PII redacting options to ensure all customer interactions stay within your compliance perimeter.
Can I mix and match these use cases?
Absolutely. Teneo’s modular design means you can spin up AI implementations today, plug in RAG FAQs tomorrow, and roll out adaptive answers next week, without affecting live channels.
How do I measure success?
Track both efficiency (handle time, wrap-up time, agent occupancy) and experience (NPS, CSAT, first-contact resolution). You’ll see clear gains across the board as you layer in each AI use case.