NATURAL LANGUAGE PROCESSING
Remove barriers to understanding
We leverage NLP and its other utilitarian tools, such as Natural Language Generation (NLG), Natural Language Understanding (NLU), speech recognition, speech synthesis, deep learning, and semantic understanding to build solutions that can understand unstructured data and give context to speech and text in natural language.
Areas of Focus
Intelligent applications that can analyze customer sentiments and detect sarcasm and abuse, thereby empowering customer service representatives with additional insights regarding customer temperament.
A search engine that considers the intent and contextual meaning of search phrases to deliver results, unlike traditional lexical search engines that rely on user input alone for search results.
Intelligent knowledge base (KB) automation that supports knowledge repository consolidation with metadata and tags - which can then support dynamic, context-based searches and recommendations.
Predicting customer emotion in the contact center
It’s estimated that by 2025, 60% of major consumer brands and retailers will be increasing customer engagement and influencing purchasing decisions through the use of emotion detection and management strategies. Here’s a look at how they’ll accomplish the task.