Artificial Solutions International AB (publ) announced the launch of its voice and conversational IVR solution, OpenQuestion. The new offering transforms the way companies interact with their customers by providing faster and more efficient customer service through natural language conversations. OpenQuestion is a SaaS-based voice solution powered by Teneo that optimizes call routing in contact centers, leading to improved Telephone Experience (TX) and reduced operating costs for enterprises in EMEA and the US.

The solution can be rapidly deployed and after only 90 days, it reduces call misrouting by 90% compared to traditional keypad navigation. OpenQuestion tackles the user experience pain points felt with traditional keypad call routing (IVR) including call abandonment, random button pushing to reach a human and caller frustration before reaching an agent. According to research by ContactBabel, 42% of customers interacting over the phone are upset before they even get to a person.

With OpenQuestion, callers are asked what their enquiry is regarding, which they respond to in natural language before the solution directs them to the most relevant agent. This improves the experience, speed, and accuracy of the call routing process. Besides the welcoming Telephone Experience (TX), OpenQuestion is easy for a small team to implement and maintain, something that the industry has been struggling with for other voice-based solutions.

OpenQuestion can be integrated with existing contact center systems by the customer or through experienced partners and it is available to organizations worldwide.