Why Natural Language Technology Will Let You Down

We live in a world dominated by technology, devices, and online interactions. Siri, Alexa, and Cortana are becoming staples in households around the world, offering us the capability to interact with technology and virtual assistants the same way we’d interact with friends or family.

As we become more accustomed to talking with these devices the way we’d talk to another human, it’s reshaping our expectations of all interactions with technology. We now expect the ability to talk or type conversationally when interacting with companies on their digital channels, and to have our issues easily understood and resolved quickly.

This can present a problem for organizations who aren’t using the right technology in their customer experiences.

What Natural Language Can’t Do

The interactions we’re used to today are possible because of natural language applications that allow technology to understand and derive meaning from what we say or type, and offer accurate, insightful responses. This technology is a core part of most customer experience strategies, but to work effectively and deliver seamless experiences in line with modern-day expectations, it needs to be paired with predictive technology that can determine actionable intent. 

To give you a better understanding, let’s look at a common example of how natural language technology on its own can let you down.

Scenario: A customer is attempting to pay for an online purchase when her credit card is declined.

Thinking she may be over her credit card limit, she logs into her online banking account and sees that she is not. She calls her credit card provider and reaches a natural language IVR. The IVR asks, "How may I help you today?" She responds, "My card is not working."

Based on this statement, a natural language solution would narrow down the range of probable reasons to:

1. the card has been blocked due to suspected fraud
2. the customer reached her credit limit
3. the customer’s payment is past due.

The IVR would then offer the option of speaking with a fraud agent or a billing agent as the next step. These might be the correct options, but wouldn’t it be better if the credit card provider knew about any preceding activity that the customer took? In this example, knowing the customer visited her online account would help to determine the most optimal path to resolution for her issue.

This is where predictive technology comes into play. The predictive platform would know who the customer was and what she was doing online before calling in. Combining that knowledge with her account profile information, it would determine the problem was an overdue bill, and offer the correct solution. The IVR would give the customer a scripted explanation about why her card was declined and immediately provide the option to pay the balance owing.

Compare this to the scenario offered by natural language alone, which would require the customer to transfer to a call agent where she might have to restart her journey, and it’s clear to see that combining natural language with predictive technology is essential to providing faster journeys with better resolution rates.

Start exceeding your customer’s expectations. Learn more about how we can help you combine natural language with predictive technologies to provide optimal customer journeys. 

2023 Buyers Guide

Get Listed

Telecoms

 

1.)

Cloud IT Services GmbH Dialfire Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen. You can see the full list of features here:

2.)

Cloudonix Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.)	Connectica Solutions, LLC PBX On The Cloud We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates. We specialize in the US and Latin American market.

4.)	DiRAD Technologies AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.)	Layer One Technologies Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.)	Lexico Telecom SIP TRUNK PROVIDER We provide competitive SIP trunk services with different level of quality, IVR mailing service, pay per call servise, DID numbers service.

7.)

Megacall VOIP services Stay in contact quickly and easily with your international offices through Megacall. Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget. 📞 Virtual Switchboard 🔌 SIP trunk 🔢 Virtual number 📠 Call Center Solutions

8.)

NetSapiens SNAPsolution Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc... (read more)Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use. netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a concurrent call basis instead of charging per-seat or per-feature. SNAPsolution, SNAPvantage, and SNAPanalytics give you all the tools to start off strong in the VoIP industry while giving you room to grow efficiently within your means. Why Sessions, Not Seats? The era of the mobile workforce is upon us. In fact, Google recently put out an estimate that 80% of the global workforce is now performing deskless work every day! Unfortunately, when it comes to providing Unified Communications (UC) features to these deskless employees, many systems operators, carriers and service providers are stuck investing in their platforms on a per-seat basis. That limits them to chasing only about 20% of the workforce - those with actual seats and desks. Why not expand your addressable market and open your business model to chase up to 5 times as many clients as you are today? If a majority of the workforce today doesn’t have a desk, does it make sense to purchase the UC solutions you want to sell by the seat? We don’t think so. That’s why we’ve created this report titled Sessions, Not Seats. In it, we’ll show you why finding a UC platform, like our SNAPsolution, that charges for sessions instead of seats is the way to go.

9.)

Nuxiba Technologies CenterWare Build a strong business presence and improve customer relationships! Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics. Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more! Schedule a live demo or request a quote today!

10.)

PRILINK Demarc Network Traffic Monitor A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

11.)

Scopserv Integrated Services ScopTEL IP PBX The ScopTel IP PBX solution is a distributed software application that can be installed on both virtual and physical servers, thus offering a multitude of architectural designs from premise-based servers to a centralized data center (DC) hosted WAN environment. The application is distributed as an ISO which includes the customized Linux operating system

12.)

Televergence Long Distance and Toll Free Specialists for Contact Centers Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms. Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

13.)

The Phone Number Testing Company Phone Number Testing and Validation Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test. If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers. We offer a free no obligation test trial

 

View more from [24]7.ai

Recent Blog Posts:

[24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational Capabilities	February 20, 2018
Goodbye AHT – Hello Time to Intent	January 31, 2018
Why Natural Language Technology Will Let You Down	January 30, 2018
How Does [24]7.ai Compare to the Competition?	January 23, 2018
Last Call for Digital Transformation	January 9, 2018
Case Study: How [24]7 Active Share Transforms the Voice Experience	December 14, 2017
Fall 2017 Release Features Intelligent Messaging, Support for Apple Business Chat and Vivid Speech Functionality	November 15, 2017
[24]7 AIVA Powers both Speech and Digital Channels	August 16, 2017