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Steve Nattress

Natural Language Understanding and customer service

What is Natural Language Understanding and why is it important to customer service?

By Agent Evaluation, AI & Automation, Contact Centre, Customer Experience, Voice of the Customer (VoC)

Artificial intelligence is an increasing part of business operations, including within the contact centre, where it can be used to power intelligent chatbots or automate existing processes (such as call wrap-ups) to increase efficiency. However, AI is a wide field with multiple techniques and technologies within it – this blog will explore how Natural Language Processing (NLP) and Natural Language…

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