What is the name of your Conversational AI platform?
Teneo
Conversational AI – A Template Guide for Your RFI, RFQ, and RFP
Conversational AI RFI, RFQ, and RFP template based on hundreds of requests. We at Teneo.ai have gathered the essential questions leading brands ask when requesting an RFI in Conversational AI. Utilize our template to cover all pertinent questions and answers, ensuring your needs in Conversational AI are thoroughly addressed.
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Conversational AI RFI Questions and Answers
To help you assess vendor capabilities, we’ve compiled key RFI questions you may wish to include below. More examples are available in the downloadable RFI template on this page, pre-filled with answers from our product and company which can be useful when comparing to other vendors.
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How many Conversational AI deployments have you had?
Since the launch of Teneo, we have deployed hundreds of solutions.
Who is your largest volume customer, and how many conversations are handled per year?
One of the Global Tech Giants is handling about 20 million phone calls per year. Telefonica Germany is another large customer handling about 12 million conversations per year.
What is the main focus of your Conversational AI platform?
Teneo stands as the leading conversational automation platform in the enterprise sector, specializing in the creation of sophisticated, interconnected conversational automation systems. Our global customer base spans a diverse range of industries, including insurance, banking, automotive, utilities, retail, fast-moving consumer goods, pharmaceuticals, and consumer goods, among others. By elevating the Transactional Net Promoter Score (NPS) by 18 points, Swisscom has not only solidified its commitment to customer satisfaction but has also underscored the efficacy of conversational automation in fostering trust and loyalty. Operational Excellence: With over 9 million calls annually managed through our platform, we've demonstrated substantial operational scalability and efficiency. This has not only optimized resource allocation but also reduced overhead costs, contributing to a leaner, more agile operational model.Telefónica's collaboration with Teneo.ai signifies a milestone in CX innovation. Handling nearly one million voice-based and 200,000 text-based customer interactions monthly, we've set new standards in responsiveness and customer satisfaction. This not only aids in retaining customers but also plays a pivotal role in acquiring new ones and launching new products. The tangible improvements seen by our clients, such as a 6% increase in IVR resolution rate and handling over 900K monthly calls, underscore the platform's impact on operational efficiency and customer satisfaction. Our success stories, exemplified by Swisscom and Telefónica, highlight the transformative potential of our technology in redefining industry standards and achieving remarkable business outcomes.
What is the target industry sectors that your product specializes in?
Teneo are designed to be industry-neutral, offering an ideal choice for any organization aiming to engage with individuals more naturally. With its comprehensive intent collections and ready-made solutions with connectors tailored for different sectors, Teneo facilitates a swift initiation into successful conversational AI projects. Offloading human resources to focus on more human centric tasks leaving the majority to the digital agent. Help offloading voice contact center staff, not by trying to redirect to chat, but to manage the calls in CAI-voice channel.
What are the primary chatbot building features offered by your product?
Teneo is a versatile conversational automation platform designed for crafting sophisticated, integrated virtual agents for both customer and employee services across chat and voice channels in the enterprise sphere. It empowers business users to design conversations that closely mimic human interactions through its graphical conversation editor. This tool leverages the capabilities of the Teneo Natural Language Understanding (NLU) technology in a user-friendly format, eliminating the necessity for coding. We operate in a combined model where Teneo can be trained to both manage structured business logic as well as using LLM and Generative AI to best serve the counterpart (End-client or agent).
What skills does a bot developer require to use your product?
Teneo is tailored for users without a technical background, providing an extensive array of tools for building conversations, training in Natural Language Understanding (NLU) and integrating with third-party services, all which demand little to no programming skills. This ease of use extends to back-end integrations, thanks to a variety of pre-built options that eliminate the need for custom development. Teneo includes its own Copilot features, designed to assist users in developing and deploying solutions without coding.
Does the licensing of your solution limit the number of intents, use-cases or bots?
No, Teneo does not limit commercially any of these items, it can be categorized as a fully ‘Enterprise license’. Buy once, deploy anywhere.
Is your offering all-in-one or must one license modules individually?
The product is licensed as a whole, with all the modules included.
Is your offering Software as a Service (SaaS)?
Yes, 100% SaaS
Are there any limitations or restrictions on the types of solutions that can be built with Teneo?
There are no inherent limitations or restrictions on the types of solutions that can be built with Teneo. It is a highly flexible and customizable platform that can be used to build a wide variety of conversational solutions.
How does Teneo improve productivity for live agents?
Teneo enhances the productivity of live agents through its intelligent agent handover system, which meticulously extracts and consolidates crucial contextual details about a caller before the transfer. This ensures agents receive a comprehensive briefing, equipping them to promptly and effectively address the caller's needs. Such a streamlined process fosters a more tailored and engaging interaction for the caller, while also conservatively utilizing the agent's time. Access to vital information at the call's onset—including user ID, sentiment analysis, geographic location, local time zone, and the specific reason for the call—enables agents to offer focused support and expediently resolve issues. This approach boosts efficiency and significantly enhances the overall quality of customer service.
How does Teneo improve productivity for data analysts?
Teneo boosts the efficiency of data analysts by leveraging its Query Language (TQL) to access detailed information captured during interactions. This capability allows for the seamless integration of conversational data into BI tools like PowerBI and Tableau, offering analysts a powerful tool for visualization and analysis. Users can collect information comprehensive call analytics solution, unlocking a wealth of information traditional IVR systems struggle to provide. Fine-grained detail of each step taken during a conversation allow you to pinpoint where customers struggle, what processes can be improved, how successful your customer interactions are as well as identify areas for future extension.
How does Teneo improve productivity for developers and trainers?
Teneo improves productivity for users by utilizing an optimization loop, which involves using real-life conversational data to refine and improve your bot and RAG implementation. By analyzing user data and making enhancements to the bot, Teneo is able to continuously improve its performance and ensure that it is meeting the needs of its users. Additionally, by optimizing classes, Teneo's intent classifier model is improved, which enhances the bot's ability to correctly identify and respond to user inquiries. This results in a more efficient and effective conversational experience for users, ultimately improving their productivity.
How easily can Teneo be scaled up or down to meet changing business needs?
Teneo can be easily scaled up or down to meet changing business needs. Teneo's scalability is due to its flexible architecture and cloud-based infrastructure, which allows for easy scaling of resources. As business needs change, Teneo can be quickly scaled up or down to meet these needs, without the need for significant changes to the underlying system. Additionally, Teneo's modular design allows for easy customization and integration with other systems, further enhancing its scalability and adaptability to changing business needs. Overall, Teneo's scalability makes it a flexible and powerful solution for businesses of all sizes and needs.
How effective is the Teneo NLU for recognizing user intents?
Teneo's natural language understanding (NLU) outperforms other top competitors in accurately identifying user intent. In a test conducted by Cyara using the Banking77 dataset, Teneo achieved a remarkable 95% accuracy rate. This result significantly surpasses its nearest competitors, who scored 89% and 80%. Additionally, Teneo's user-friendly interface is designed for ease of use, even for those without technical expertise. It enables users to train the system with real-life examples, utilizing advanced machine learning and Teneo's Language Modeling Language (TLML). This combination leads to exceptionally accurate recognition of user intent.
Is the NLU able to build on its understanding and learn from customer interactions?
Teneo enhance their comprehension by incorporating any misinterpreted phrases into their existing machine learning intent records, subject to user confirmation. Also, Teneo has an optimization loop which enables platform users to review and amend any misunderstood inputs to improve the accuracy of the machine learning intents. Users can effortlessly use previous conversation to increase and optimize the NLU.
Does your platform include an integrated machine-learned classifier?
Yes, a machine classifier is included with Teneo. Together with a native connector with Azure Conversational Language Understanding (CLU).
Can your platform integrate with external NLU tools such as classifiers, NERs, POS Taggers, etc? If so, is this a limited number or can any tool be integrated?
Teneo can be integrated with external language processing tools and software. There is no limit as these tools may be used to augment or replace existing platform functionality.
Which languages does the product support?
Teneo supports 86 languages, including English, German, Spanish, and Chinese but also others like Danish, Japanese, Korean, Dutch, Finnish, French, Italian, Norwegian, Polish, Swedish, and Portuguese. What sets Teneo apart is its native support for each language, which goes beyond mere automatic translation. This native support involves dedicated custom input processors tailored to each language, encompassing specialized rules and linguistic nuances. Such thoroughness includes the incorporation of part-of-speech (POS) and named entity recognition (NER) taggers, ensuring a deep understanding and accurate processing of language-specific characteristics. Moreover, Teneo allows the creation of output messages in any of these languages and offers the capability to integrate external translation services within conversation flows, further enhancing its linguistic versatility and global applicability.
Do you provide additional tools to improve accuracy over probabilistic tools alone? If so, please describe.
Yes, with an Accuracy Booster. Teneo includes a complete language ontology, Teneo Linguistic Modeling Language (TLML). TLML can be applied as an additional layer over probabilistic methods to increase accuracy to as much as 95%. In a recent test done by Cyara on Banking77 dataset. Teneo outperformed its competitions by large margins. With Accuracy Booster, we can cater for the errors in STT and reach the same numbers as for chat.
Does your platform support integration to LLMs and Generative AI?
Yes, Teneo can integrate with any LLMs and RAG models just as it can with any external service that allows interface via modern methods such as web services, allowing access to any functionalities provided such as classification, sentiment analysis, dynamic answer creation, etc.
Does your platform support implementation of FrugalGPT? If so, please describe.
Yes, Teneo allows implementation of FrugalGPT methodology such as cascading LLMs or answer caching which can reduce costs by up to 98%.
How do you handle user data privacy and security concerns when using LLMs in your platform?
Teneo implements robust PII anonymization protocols and adheres to ISO-certified security standards. By doing this, you can mask sensitive data before it is sent to the LLM, ensuring that no data is exposed to external tools, where the functionality of the AI solution is not affected. This ensures the safety and integrity of AI outputs and the protection of customer data.
How are hallucinations in LLMs mitigated?
Teneo’s ability to generate personalized responses based on an individual’s unique experiences and circumstances sets it apart from other LLMs. This customization is particularly important when dealing with LLM hallucinations, as it allows for a tailored approach that addresses the specific needs of each user.
Do you support RAG (Retrieval Augmented Generation)?
Yes, Teneo has pre-built connectors for RAG implementations with for example, Azure OpenAI and Amazon Bedrock.
How do you measure and track the performance of your LLM-based solution over time?
Performance can be captured in Teneo Inquire by using Teneo Query Languages. Teneo provides connectors to both PowerBI and Tableau, together with the possibility for any other BI tool, to be able to export data to those systems.
Does the product offer reporting features for monitoring performance and usage?
Teneo features an integrated project analytics dashboard that showcases essential bot metrics to users on the platform. Additionally, conversation data can be accessed with APIs, allowing for the export of live conversation data to external visualization tools like Tableau and Power BI.
How does the product allow users to investigate issues and are there support options provided?
Teneo offers comprehensive logging that tracks all communications to and from the platform. Moreover, Teneo has its own Teneo Query Language which can be used to tailor and meet the specific needs of each client.
How long is log data retained? Can the retention period be changed?
Log data retention is determined in consultation with each customer and can be changed. At the end of the retention period, data is destroyed. Data may be transferred to the customer if desired.
Is log data exposed via API for use in BI tools like PowerBI and Tableau?
Yes, all the Teneo log data can be accessed through TQL (Teneo Query Language), a language like SQL to make things easier. Teneo provides connectors to both PowerBI and Tableau, together with the possibility for any other BI tool, to be able to export data to those systems.
How is log data encrypted? Is it possible for the customer to manage the keys?
Yes, log data is encrypted, and customers may, at their discretion and for no additional cost, manage keys themselves.
Can I export the conversation history and data?
Yes, Teneo allows users to export your data.
Can the product support both chat and voice conversations?
Yes, Teneo and Teneo OpenQuestion works with both voice and chat.
Does your platform support integration into Contact Center Platforms such as Genesys, Amazon Connect, Nice, etc? If so, please list which and how integration is achieved.
Yes, Teneo allows integration with any Contact Center Platform, whether native or SIP-based. Pre-built and native connectors are available for major platforms own library and assistance is provided for integrating with others, including custom-built solutions.
Is it possible to handover conversations to human contact center agents?
Yes, Teneo OpenQuestion is a cloud based IVR plug-in for call routing and contact center automation that understands and improves customer intent recognition to around 99%. Reduces call misrouting by 90%. Teneo OpenQuestion allows users the option to be connected directly with a support agent, a live person who can step into the conversation and provide assistance manually, eliminating the need for the user to switch communication channels.
Can the conversation history and data context of a conversation be sent to human agents?
Teneo OpenQuestion can be tailored to pass along a summary of the conversation transcript, conversation data, information from an CRM, and user profile information when transitioning to a support agent.
Are Callbacks supported if no agent is available?
Yes, Teneo OpenQuestion allows for both regular and scheduled callbacks.
Can I make outbound calls?
Yes, outbound calls can be made with Teneo. Whether you're looking to initiate client outreach, conduct surveys, or facilitate communication with stakeholders. Whether it's a single call or a high-volume campaign where Teneo has proven to be able to handle over 20 million of conversations per year.
Are there additional costs associated with integration into Contact Center Platforms?
There is no additional Teneo charge to integrate with Contact Center Platforms, or any other external system. Teneo offers the flexibility to integrate any integration and Generative AI model, at anytime. With Teneo's Open Architecture, you're always equipped with the best integration for your specific needs.
Can integrations to external systems be incorporated into flows? If so, please describe how.
External systems can be integrated within flows in a natural way, with modular blocks that can be incorporated at any stage. This also decouples backend systems from business processes, allowing you to easily swap out systems without needing to rearchitect and rebuild your solutions.
Does your platform automatically highlight potential design problems?
Yes, Teneo constantly analyses your solution, providing a list of potential issues and visual cues within the design components highlighting problems that may arise.
How fast can a virtual agent be developed and deployed?
With Teneo, you can deploy your initial basic virtual agent quickly and effortlessly just by logging in and a few clicks. This simplicity is made possible through in-tool templates and guided user journeys, which show newcomers how to begin. For those seeking more sophisticated conversational dynamics and backend integrations, these can be developed and customized from scratch, with the ability to deploy agents across various channels in just a few hours after creation.
Does your platform offer Copilot functionality?
Yes, Teneo has introduced the innovative enterprise Copilot, helping your developers and trainers to quickly build your solutions leveraging your existing knowledge base.
Please describe how your platform handles an unexpected response or interruption. For example, if a user is asked a yes/no question but replies with her own question, how does the platform ensure the user's query is answered while maintaining the state of the ongoing process flow.
Teneo automatically handles unexpected user inputs which might interrupt an ongoing process. Teneo will automatically look for a response to the unexpected query as well as automatically resume the ongoing process. You further have complete control over how often the user may interrupt, helping avoid unwanted infinite loops.
Does your platform use a modern containerized architecture?
Yes, Teneo uses state of the art architecture based on Azure Kubernetes Services.
Do you provide physically separate Development (Dev), Test (QA) and Production environments?
Yes. Teneo also allows you to restrict code migration, ensuring development code is not accidentally promoted to production.
How does your platform scale in response to load? Is scaling automatic or does it require manual intervention?
Teneo scales automatically, both up and down, in response to changes in load.
Are there limits to how much your platform can scale?
As Teneo scales horizontally by adding additional container pairs, there is no limit to the load which may be handled. Note we do place limits on scaling to protect both ourselves and our customers from malicious behavior. Whether you're anticipating moderate growth or expecting millions of API calls, Teneo has proven to handle over 20 million conversations per year and is designed to support your expansion effortlessly, providing the flexibility and resilience required to thrive in dynamic environments.
How easy does your platform integrate with external services?
Teneo integrates with external services through native connection, typically RESTful webservices. Integrations are centrally managed and can be used and reused at any point in a conversation. Integrations can also be packaged as libraries for easy reuse across multiple solutions.
Do you provide pre-built connectors? If so, are they open source or proprietary?
All 50+ Teneo connectors are open source and available via Artificial Solutions' GitHub, where you may fork them to provide your own customizations.
What channels is Teneo integrated with?
Teneo can be integrated with virtually any channel, both voice and text. Prebuilt connectors are also available and can be found on Artificial Solutions' GitHuband SDKs are available as well for integration, for example, within your own app, call center and website.
Do you provide SDKs to support development? If so, please list which are available.
Teneo provides SDKs for most common platforms including JavaScript, Node.js, Android and iOS.
What programming languages are supported?
Teneo is a 100% Java product and supports both Groovy and Java for development.
Do you provide an SLA of at least 99.9%?
Yes, Teneo's standard SLA is actually 99.99%.
Is it possible to achieve a higher SLA than 99.9%?
Yes, a higher SLA may be contracted at additional cost.
Is there an additional cost for support and maintenance? If so, what is it?
There are no additional costs for support and maintenance.
Does your platform support zero-downtime product updates?
Yes, Teneo supports zero-downtime updates.
Does your platform support role-based access control (RBAC)?
Yes
Does your platform support pessimistic locking?
Yes
Does your platform integrate with LDAP systems for user management?
Yes
Does your platform support SAML 2?
Yes
Does your platform support OAuth?
Yes
Is data in transit encrypted by default? If not, is that an option and how would it be done. If so, how?
Teneo encrypts all data in transit.
Is data at REST encrypted by default? If not, is that an option and how would it be done. If so, how?
Teneo encrypts all data at REST. You also have the option to bring-your-own-key (at no additional cost), encrypting log data with keys you manage meaning only those with whom you share the keys have access.
Do you support confidential computing for encryption of data in use? If so, how?
Yes, Teneo supports a Confidential Computing add-on, encrypting data in use and providing a further level of security, ensuring even one with access to the physical hardware is unable to view the data.
Is your platform GDPR compliant?
Yes, both Teneo and Artificial Solutions are GDPR compliant.
Do you have a named data-processing officer?
Yes
Does your platform support versioning? If so, is it integrated into the platform or does it rely on an external system (and if so, is the cost included or must it be purchased separately).
Yes, Teneo includes integrated versioning of not just the solution itself, but also all individual objects within the solution with version flags. This also allows rollback at a unit and system level.
How does versioning work? Please include a particular focus on whether the platform supports versioning of individual objects as well as a release as a whole?
Each object within a solution has individual versioning, allowing you to easily rollback if needed. Teneo also supports marking code with stable flags, indicating it has been fully tested and ready for promotion to production, allowing you to continue working on future springs without worrying about changing stable code. The solution is also versioned, allowing you to quickly rollback to a stable version as well as clearly identify what was deployed at any time. While saving a change, users can also add a comment informing the others with additional context between each change.
Does your platform offer APIs to support automated deployment?
Yes, Teneo implements a microservices architecture, exposing individual functionality via APIs. This includes deployment, allowing you to integrate into your existing deployment process using tools such as Jenkins.
Are you ISO-27001 certified?
Yes, Artificial Solutions is certified in the ISO-27001.
Are you SOC II certified?
Yes, an SOC2 report is available on demand.
Does your platform support Confidential Compute?
Yes
Does your platform support zero-downtime deployments of new solution releases.
Yes, Teneo supports zero downtime deployment. New releases are deployed to new containers to which new conversations are routed, while ongoing conversations continue. Only once all sessions have ended, is the older version destroyed.