Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Why Natural Language Technology Will Let You Down - [24] - Blog

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.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!


Content continues ….

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. 

Our research has determined that natural language technology on its own has a 
40 percent failure rate in identifying 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. 

Andrea Lowe, Marketing Content Writer


Publish Date: January 30, 2018 5:00 AM

2021 Buyers Guide Visual Communications

SJS Solutions

Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from [24]

Recent Blog Posts:
[24]7 AIVA - the Only Virtual Agent with Combined Conversational and Informational CapabilitiesFebruary 20, 2018 5:00 AM
Goodbye AHT – Hello Time to IntentJanuary 31, 2018 5:00 AM
Why Natural Language Technology Will Let You DownJanuary 30, 2018 5:00 AM
How Does [24] Compare to the Competition?January 23, 2018 5:00 AM
Last Call for Digital TransformationJanuary 9, 2018 5:00 AM
Case Study: How [24]7 Active Share Transforms the Voice ExperienceDecember 14, 2017 5:00 AM
Fall 2017 Release Features Intelligent Messaging, Support for Apple Business Chat and Vivid Speech FunctionalityNovember 15, 2017 5:00 AM
[24]7 AIVA Powers both Speech and Digital ChannelsAugust 16, 2017 5:00 AM
Chatbots for Travel: A Customer Engagement Balancing ActJanuary 5, 2017 5:00 AM
There's No Better Gift Than Optimizing Your Customer Experience StrategyNovember 15, 2016 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =