What is the Key to Accuracy in NLU?

Understanding the key to accuracy in NLU (Natural Language Understanding) is crucial for developing effective voicebots and intelligent virtual assistants. Achieving high accuracy in NLU for bots has often been met with complex and resource-intensive solutions. However, Teneo’s Accuracy Booster represents a leap forward, offering a sophisticated and efficient path to precision in customer interactions. Let us explain how to turbo charge your accuracy by 30% to +95%. By including a deterministic layer on top of your NLU and LLM (Large Language Model), Teneo enables a level of precision that probabilistic models alone cannot achieve. All this is possible without the need for custom adaptation. 

Enhancing Accuracy in NLU with Teneo’s Linguistic Modeling  

At the heart of Teneo’s Accuracy Booster is the Teneo Linguistic Modeling Language (TLML). TLML enhances the accuracy of Large Language Models (LLMs) and NLU by adding a deterministic layer. This layer excels in identifying and interpreting word patterns within a caller’s speech. This system is designed not only to understand but to trigger specific actions based on the caller’s intent. This allows the Conversational IVR, Teneo OpenQuestion, to interpret spoken language with remarkable precision. 

TLML works with every language and denotes several aspects in the solution design process that are used to define functionality based on linguistic methods, as opposed to solely using machine learning. TLML, therefore, allows developers to create a linguistically perfect solution that considers all the quirks and features of a specific language. 

Optimizing Intelligent Virtual Assistants with Advanced NLU Technique 

TLML operates by identifying what the caller’s said, assigning an intent, and extracting relevant information to determine the most appropriate course of action. Whether that is disambiguating the intent or handing over the user to the correct queue. This approach, unified clarification, and simple language constraints are what set OpenQuestion apart in its precision and ease of management. 

The Teneo NLU Difference in Action 

The Teneo Accuracy Booster significantly elevates the accuracy in NLU, offering a more reliable experience for users of voicebots and intelligent virtual assistants. One of the most compelling demonstrations of Teneo’s effectiveness is its integration with Amazon Connect. Here, Teneo’s AWS Accuracy Booster has shown to improve accuracy by 30% in scenarios where brief inputs of less than four words are common. This enhancement is crucial, considering these short phrases are often used by humans to clarify their issues and are one of the most significant challenges for AI in customer service.  

Benefits of Embracing Teneo’s NLU 

Teneo, leveraging TLML, redefines the capabilities of Large Language Models in enhancing NLU accuracy. 

• Improved Accuracy: Teneo boosts accuracy rates from around 80% to an impressive 95% or higher. 
• Generative AI Optimization: By providing guardrails for Generative AI, Teneo ensures accuracy and relevance of AI-generated content, avoiding common pitfalls associated with close-lying intents. 
• Scalability: Teneo’s robust and scalable infrastructure supports growth without compromising performance. 

OpenQuestion: A Case of Enhanced Customer Engagement 

By harnessing TLML alongside other AI technologies, OpenQuestion elevates both agent and customer engagement, leading to more efficient and accurate handling of customer calls. This makes Teneo an invaluable asset for any contact center aiming to improve its service quality and operational efficiency. 

TLML is useful in every aspect of your solution, no matter how complex or simple the use case. As the concept itself is not dependent on training data, the user is able to, in their own world, build and create the rules for any single use-case — something that is not achievable when only using machine-learning. 

Telefónica’s success with voice for their Contact Center

With Teneo OpenQuestion, Telefónica revolutionized its customer engagement through an omnichannel support system. This led to a 6% increase in IVR resolution rate, handling over 900K monthly calls, and creating both generic and personalized use cases to enhance customer satisfaction and trust, in addition to cost reductions and improved efficiencies. This case study exemplifies the transformative impact of Teneo.ai’s NLU capabilities in real-world applications.  

Conclusion: Elevating NLU with Teneo 

To overcome the challenges of accuracy in NLU, it’s not enough to follow the traditional path. Teneo’s unique approach with TLML and its comprehensive platform offers a transformative solution. For businesses looking to refine their customer service and interaction quality, integrating a system like OpenQuestion, powered by Teneo, could be the key to achieving new heights in customer satisfaction and operational excellence. 

If you’re ready to redefine your contact center’s AI strategy and gain unparalleled control and scalability, Teneo’s suite of features and its Accuracy Booster are worth exploring further.