Article : Natural Language - A challenging new generation technology
By George Seroukas, Director, Vocalcom
All companies who are part of the current natural language industry manage solutions based on keyword matching systems, basic semantics, and synonymous use and hierarchies, therefore, these solutions are not pure systems of natural language comprehension.
One of the major advantages of Natural Language technology, with regard to existing solutions, is the generation of a natural and flexible dialogue adapted to users, not being a directed or predefined dialogue.
Natural Language is a multilaguage solution that allows to understand what a customer is requesting and to adapt the conversation and connect to the corresponding information systems. A high adaptation capacity to users allows the system to recognise their profile: language, age range, cultural, geographical and professional level, etc., and in consequence to apply a specific dialogue strategy. As it's natural, users expect and receive a dialogue according to their profile.
Natural Language manages voice and chat dialogues with capability of changing the language during the conversation using the same resources for both, analyzing sentences in microseconds with a total lexical level scalability in massive exploitation environments (up to 15.000 simultaneous dialogues benchmarked on one unique server Intel(R) Xeon(R) 3,2 GHz - 4 GB RAM).
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....ARTICLE CONTINUED How Natural Language helps your business?
This technology allows you to treat your customer's requests 24\7 and is a high value tool that helps reduce customer care costs, helps enhance sales resources, helps improve response time and service and helps build customer insight.
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About George Seroukas:
George has been with Vocalcom for 10 years and has over 15 years of experience in the contact center, telecommunications and high-tech industries. George serves as a key strategist for Vocalcom. He is in charged of ensuring that Vocalcom products and services accurately and distinctively meet market needs, both today and for the future. George’s continued vision for Vocalcom is to help customers gain competitive advantage with solutions that enable more effective and efficient customer-company interactions in collections, customer service, sales and telemarketing.
Vocalcom is a global provider of cloud technology which helps businesses win more customers, serve better and grow faster. With more than 3,600 customers in 47 countries, is one of the foremost players in cloud contact center software, omnichannel customer experience, & sales acceleration technology. Vocalcom provides a compliant, multi-tenant cloud call center, that provides all the benefits of enterprise-level call center software without the cost or hassle, meaning businesses can invest their money in further expansion and scale the use of Vocalcom to support their growth. With Vocalcom solutions, sales and service professionals benefit from a great value customer contact solution which ensures teams can continually improve performance, win more customers, and deliver a personalized customer service experience all in one place.
Published: Friday, April 11, 2008