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Our IVR technology paired with NLU means bots can identify and resolve a wide range of interactions and understand when they need to hand off to a human agent.
NLU model improvements ensure your bots remain at the cutting edge of natural language processing (NLP) capabilities.
Develop advanced conversational scenarios with a large number of standard values (i.e. address, phone number, etc.).
Achieve high-quality models with just 10 sentences per intent.
Utilize technology like generative AI and a full entity library for broad business application efficiency.
Intuitive platform for data management and annotation, with tools like confusion matrices and F1-score for continuous performance refinement.
Orchestrate your interactions with customers on any voice or digital channel.
Discover how 30+ years of experience in managing vocal journeys through interactive voice recognition (IVR), augmented with natural language processing (NLP), can streamline your automation-based qualification process.
Easy integration with the latest AI technology from Google and IBM enables you to assemble the most effective set of tools for your contact center.
AI with contextual understanding provides agents with recommendations that improve resolution rates.
Design and run intelligent outbound campaigns that encourage engagement and strengthen customer relationships.
Natural Language Understanding (NLU) is a subset of Natural Language Processing (NLP). While both have traditionally focused on text-based tasks, advancements now extend their application to spoken language as well. NLP encompasses a wide array of computational tasks for understanding and manipulating human language, such as text classification, named entity recognition, and sentiment analysis. NLU, however, delves deeper to comprehend the meaning behind language, overcoming challenges such as homophones, nuanced expressions, and even sarcasm. This depth of understanding is vital for tasks like intent detection, sentiment analysis in context, and language translation, showcasing the versatility and power of NLU in processing human language.
Natural Language Processing (NLP) and Large Language Models (LLMs) are both used to understand human language, but they serve different purposes. NLP refers to the broader field of techniques and algorithms used to process and analyze text data, encompassing tasks such as language translation, text summarization, and sentiment analysis. LLMs, such as GPT (Generative Pre-trained Transformer) models, are specific types of machine learning models trained on vast amounts of text data to generate human-like text and perform various language-related tasks, often with higher accuracy and complexity than traditional NLP approaches. Using NLU and LLM together can be complementary though, for example using NLU to understand customer intent and LLM to use data to provide an accurate response.
An example of Natural Language Understanding (NLU) in action are virtual assistants such as Amazon’s Alexa or Apple’s Siri. While these systems are not solely reliant on NLU, they utilize NLU capabilities as a functional component of their design. By interpreting spoken or typed language, understanding user intent, and executing appropriate actions—such as providing information, setting reminders, or controlling smart devices—NLU empowers these virtual assistants to grasp context, extract pertinent information, and respond accurately to user queries.
Natural language understanding works by employing advanced algorithms and techniques to analyze and interpret human language. There are several steps in the process. Text tokenization breaks down text into smaller units like words, phrases or other meaningful units to be analyzed and processed. Alongside this syntactic and semantic analysis and entity recognition help decipher the overall meaning of a sentence. NLU systems use machine learning models trained on annotated data to learn patterns and relationships allowing them to understand context, infer user intent and generate appropriate responses.
NLU presents several challenges due to the inherent complexity and variability of human language. Understanding context, sarcasm, ambiguity, and nuances in language requires sophisticated algorithms and extensive training data. Additionally, languages evolve over time, leading to variations in vocabulary, grammar, and syntax that NLU systems must adapt to. Furthermore, achieving high levels of accuracy and reliability in NLU tasks often requires large-scale data annotation and continual refinement of machine learning models, making it a challenging yet crucial aspect of natural language processing.
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