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Why Isn't Natural Language Understanding...Natural? - Jacada - ContactCenterWorld.com Blog

Why Isn't Natural Language Understanding...Natural?

“I'm sorry, but I do not recognize that response.”

How many times have you heard that sentence while trying to pay a bill, change a service plan, update the address on one of your accounts, or get through to a customer service agent? The answer for most of us? Too many. Gartner predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human, so how do you think your customers feel when they are misunderstood by your company's automated voice recognition system? And why is it that your customers are being misunderstood?

We live in a diverse society—the United States really is a melting pot. Think of all the nationalities, races, and ethnicities that make up America. Now factor in age, gender, and location. Just for fun, let's throw in levels of education. Does it make sense for a 23-year-old female Mexican-American born and raised in Oregon to sound phonetically and contextually the same as a 68-year-old male from Louisiana? Are companies setting expectations too high when it comes to automated voice recognition applications?

Not at all. Companies are just making the mistake of misplacing their trust in inferior applications—and still expecting superior results. Fortunately, there are high-end applications—using the most up to date technology—able to understand not only your customers' words, but also, believe it or not, their feelings. It's true.

This impressive technology is called Natural Language Understanding (NLU) and it's a real game-changer, not only for your customers but for your call center agents, as well as your company's bottom line. When NLU is integrated into self-service applications, it represents the way we speak in our day-to-day lives—aka the way we naturally speak—and Natural Language Understanding uses "Natural" language to understand the differences in speech between different demographic groups.

Unlike inferior automated voice recognition applications, those which utilize Natural Language Understanding are able to interpret the differences in language between the hypothetical 23-year-old and 68-year-old customers mentioned above. But how? NLU recognizes the idiosyncrasies of natural language, including mispronunciations, colloquialisms, swapped words, and contractions—to name a few—so that each and every customer's needs are understood.

Not only is Natural Language Understanding able to interpret casual day-to-day speech, but it also provides empathy to your customers, a feature previously unheard of via automated conversation applications. Imagine an automated voice application that could pick up on sentiment, identify it, and then provide a relevant resolution.

Don't delay. All of this natural understanding is fueling Artificial Intelligence (AI) in self-service at an amazing rate. Interestingly enough, Gartner predicts that 15% of all customer service interactions will be handled solely by AI in 2021 -- that's a 400% increase from 2017!

Prepare your organization today for self-service that drives higher customer satisfaction, faster call handling, reduced operating costs, shorter average handle time (AHT), and higher first call resolution (FCR), which means your customers no longer have to hear the dreaded sentence, “I'm sorry, but I do not recognize that response.”

Source: http://www.jacada.com/blog/why-isn-t-natural-language-understanding-natural

Publish Date: August 29, 2019


2024 Buyers Guide Telecoms

 
1.) 
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.

2.) 
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.

3.) 
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.
 



View more from Jacada

Recent Blog Posts:
5 Ways Intelligent Automation optimizes customer AND agent experienceOctober 18, 2019
What's a Multimodal Customer Experience?October 15, 2019
Why Isn't Natural Language Understanding...Natural?August 29, 2019
Interactive Video: The Rise of RPA Bots in Customer ServiceAugust 28, 2019
Your Front is different than your BackJune 6, 2019
Obstacles Contact Center Agents Come Across During InteractionsMay 23, 2019
Smart Solutions Resolve Call Center Operational IssuesMay 21, 2019
Companies Push for Digital to Enhance Customer JourneyMay 16, 2019
Companies Use AI to Enhance Customer Service ExperienceMay 14, 2019

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