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News : OpenQuestion Targets Mitigating Customers Irritations


Stockholm, Sweden, July 20, 2023 - There's a universal experience most customers can relate to - the maddeningly circular phone call with an automated service, the failed attempts to connect with the correct department, or even the decision to give up and disconnect the call out of sheer exasperation. As per a recent joint study by and ContactBabel, these widespread customer hurdles culminate in abandoned and misrouted calls, which come with an astounding annual cost of $934 million for U.S. contact centers.

The report unveils a considerable inefficiency in telephony self-service: with 17.3 billion calls in the U.S. managed annually via self-service, an alarming 11% aren't resolved on first contact. This results in the massive yearly expenditure for U.S. contact centers.

Other key findings from the study include:

- Phone support is the top choice for consumers, with 33% of US customers preferring it.

- 86% of US organizations agree that calling the contact center for complex queries is the best option.

- Next-gen IVR tech, like OpenQuestion by, improves intent recognition by 95% and cuts around 8% of the total call volume cost.

- Caller authentication is slower due to stricter testing, with a 50% increase compared to 10 years ago in the US.

- US businesses spend $9.6bn per year on verifying customer identities.

- Telephony self-service, such as Conversational IVR, saves US organizations $15.2bn annually, with potential for further savings.

Ready to confront these challenges head-on, OpenQuestion by presents a solution to overhaul the unsatisfactory customer experience often linked with telephony self-service.

"Our objective with OpenQuestion is to streamline self-service interactions, making them more intuitive, user-friendly, and efficient. We're set on minimizing the prevalent rates of call abandonment and correcting the costly issue of misrouted calls," said Per Ottosson, CEO of, a branch of Artificial Solutions.

Engineered to steer customers effortlessly through self-service interactions, OpenQuestion's AI-infused Conversational IVR system tackles a long-standing problem in the industry, thereby raising the bar for telephony customer service. The reduction in call abandonment rates and enhancement in call routing accuracy translates to not only significant cost savings for businesses, but also a considerable enhancement in the overall customer experience.


Posted by Veronica Silva Cusi, news correspondent

About Teneo AI:
Company LogoOur vision is a world without queues, without keypad navigation, with instant service. is a brand from Artificial Solutions
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Today's Tip of the Day - Disability Laws

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Published: Friday, July 21, 2023

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2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

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