CloudHesive and Teneo.ai Partner to Bring AI-Driven Automation to ConnectPath CX

CloudHesive has partnered with Teneo.ai to integrate conversational AI automation into ConnectPath CX, its cloud-based contact center platform powered by Amazon Connect. The integration brings advanced natural language understanding (NLU) and automation capabilities into enterprise contact centers, allowing organizations to streamline operations and improve how they handle customer inquiries at scale.

At the center of this integration is Teneo.ai’s NLU Accuracy Booster, a capability that supports 99% accuracy in identifying customer intent. With this level of precision, the platform can now automate 100% of Level 1 support tasks and up to 50% of Level 2 inquiries. This shift allows human agents to focus on more complex issues, while the system handles common questions and requests—reducing time spent on routine tasks and lowering operating costs by up to 30%.

ConnectPath CX users also gain access to a conversational IVR system designed to reduce misrouted calls by intelligently understanding and directing requests based on real-time voice or chat interactions. Combined with Teneo’s TLML (Teneo Linguistic Modeling Language), the platform can deliver more consistent and accurate routing outcomes. This has the potential to minimize call transfers and improve first-contact resolution rates.

The joint solution includes out-of-the-box integrations with popular CRM and service platforms such as Salesforce, Microsoft Dynamics, Zendesk, and Epic. This connectivity enables businesses to extend automation into broader workflows without requiring major changes to existing systems. It supports a modular approach to automation, allowing contact centers to adopt AI-driven enhancements at their own pace while leveraging their current tech investments.

For organizations managing large-scale customer support operations, the combined offering from CloudHesive and Teneo.ai presents a flexible option for modernizing CX infrastructure. It also reflects an industry-wide move toward agentless models for routine interactions—powered by AI systems that are now accurate enough to handle a wide range of customer intents across voice and digital channels.