---
title: Natural Language Understanding for Quality Management and Business Insight in Contact Centers
description: Using natural language understanding (NLU), it is possible to search transcriptions of calls, chats and emails, for specific keywords.
image: https://blog.brightpattern.com/hubfs/Blog_Images/NLU.jpg
---

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

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see all

 By [Darren Prine](https://blog.brightpattern.com/author/darren-prine) [Jul 13, 2017 5:00:00 AM](https://blog.brightpattern.com/natural-language-understanding-nlu) [Natural Understanding Language](https://blog.brightpattern.com/topic/natural-understanding-language)

![natural language understanding (NLU)](https://blog.brightpattern.com/hs-fs/hubfs/Blog_Images/NLU.jpg?width=869&name=NLU.jpg "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)](https://www.brightpattern.com/ai-and-bots/what-is-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](https://www.brightpattern.com/ai-and-bots/) offered in Bright Pattern Contact Center are based on IBM Watson cloud-based on-demand cognitive technology.

![natural language understanding (NLU)](https://blog.brightpattern.com/hs-fs/hubfs/Blog_Images/Screen%20Shot%202017-07-12%20at%203.17.07%20PM.png?width=640&name=Screen%20Shot%202017-07-12%20at%203.17.07%20PM.png "natural language understanding (NLU)")

[Natural Understanding Language](https://blog.brightpattern.com/topic/natural-understanding-language)

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![Darren Prine](https://blog.brightpattern.com/hubfs/Darren%20Photo.jpg)

#### About [Darren Prine](https://blog.brightpattern.com/author/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.

[Cloud Contact Center Data Augmentation: Customer Intelligence Like You’ve Never Seen it Before](https://blog.brightpattern.com/cloud-contact-center-data-augmentation-customer-intelligence-like-youve-never-seen-it-before) [Contact Center Industry Leaders’ Impression of Amazon Connect](https://blog.brightpattern.com/contact-center-industry-leaders-impression-of-amazon-connect)

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- [contact center (4)](https://blog.brightpattern.com/topic/contact-center)
- [contact center trends (4)](https://blog.brightpattern.com/topic/contact-center-trends)
- [improve customer experience (4)](https://blog.brightpattern.com/topic/improve-customer-experience)
- [Customer Journey (3)](https://blog.brightpattern.com/topic/customer-journey)
- [Midsize Companies Win Cloud Customer Service (3)](https://blog.brightpattern.com/topic/midsize-companies-win-cloud-customer-service)
- [agent engagement (3)](https://blog.brightpattern.com/topic/agent-engagement)
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- [ACD (2)](https://blog.brightpattern.com/topic/acd)
- [Article (2)](https://blog.brightpattern.com/topic/article)
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- [Contact Center Vendor (2)](https://blog.brightpattern.com/topic/contact-center-vendor)
- [Contact Centers (2)](https://blog.brightpattern.com/topic/contact-centers)
- [Customer Service Solutions (2)](https://blog.brightpattern.com/topic/customer-service-solutions-2)
- [Customer service agents (2)](https://blog.brightpattern.com/topic/customer-service-agents)
- [KPIs (2)](https://blog.brightpattern.com/topic/kpis)
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- [agent empowerment (2)](https://blog.brightpattern.com/topic/agent-empowerment)
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- [cloud adoption (2)](https://blog.brightpattern.com/topic/cloud-adoption)
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- [Cloud Contact Center Adoption (1)](https://blog.brightpattern.com/topic/cloud-contact-center-adoption)
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- [Contact Center BPOs (1)](https://blog.brightpattern.com/topic/contact-center-bpos)
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- [ServicePattern Release 3.5.2 (1)](https://blog.brightpattern.com/topic/servicepattern-release-3-5-2)
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- [messenger apps (1)](https://blog.brightpattern.com/topic/messenger-apps)
- [millennials (1)](https://blog.brightpattern.com/topic/millennials)
- [mobile app engagement (1)](https://blog.brightpattern.com/topic/mobile-app-engagement)
- [mobile customer care (1)](https://blog.brightpattern.com/topic/mobile-customer-care)
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- [ovum (1)](https://blog.brightpattern.com/topic/ovum)
- [pci dss (1)](https://blog.brightpattern.com/topic/pci-dss)
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- [smartphone capabilities (1)](https://blog.brightpattern.com/topic/smartphone-capabilities)
- [social media (1)](https://blog.brightpattern.com/topic/social-media-2)
- [social media aware contact center (1)](https://blog.brightpattern.com/topic/social-media-aware-contact-center)
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- [switching economy (1)](https://blog.brightpattern.com/topic/switching-economy)
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- [virtual desktop (1)](https://blog.brightpattern.com/topic/virtual-desktop)
- [virtual queue (1)](https://blog.brightpattern.com/topic/virtual-queue)
- [website usability report (1)](https://blog.brightpattern.com/topic/website-usability-report)
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