Natural Language Understanding for Quality Management and Business Insight in Contact Centers

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natural language understanding (NLU)

In contact center quality management, detecting which calls need a coach’s attention typically requires listening to a seemingly empirical selection of calls, which is not very productive. For businesses, the question, “What's the trend with my customers today?” can be difficult to answer without interviewing every single agent in the contact center.

Now such challenges can be addressed with off-the-shelf technology, without breaking the bank. Using natural language understanding (NLU), it is possible to search transcriptions of calls, chats and emails, for specific keywords. It is also possible to search for sentiment—negative or positive emotions—by degree, thus narrowly focusing on only the problem interactions, across all channels of communication.

In addition, cognitive technologies such as NLU can perform trend analysis on the body of interaction content and show the hottest, most frequent issues or entities that your customers mention today.

Conveniently, you can implement this technology and pay as much or as little as you want, for what you use, without a commitment, as the futuristic cognitive tools offered in Bright Pattern Contact Center are based on IBM Watson cloud-based on-demand cognitive technology.

natural language understanding (NLU)

Darren Prine

About Darren Prine

As a Senior Sales Executive with Bright Pattern, I help contact centers improve their customer engagement, customer experience and agent utilization. Contact centers leverage our technology to allow customers to connect via virtually any media channel, device or application. Not only that but but customers/agents can move from one channel to another such as voice to SMS or from chat to voice.

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