Natural language processing allows users to interact with systems and devices in their own words without being limited by a fixed set of phrases.
In contrast to traditional speech recognition system that can recognize a limited set of phrases; natural language processing understands natural speech due to its ability to recognize a wider variety of responses.
Natural language processing powers today’s popular technologies including IVR, chatbot and virtual assistant.
When integrated in IVR systems, natural language processing transforms these systems into speech-enabled interaction channels. Thus, callers can easily reach the right self-service by using their own words instead of dealing with touch-tone navigation.
In solutions like virtual assistants and chatbots; natural language processing acts as a conversation tool by allowing a natural dialog between users and the devices.
Natural language processing:
- enables smarter applications
- increases automation
- improves self-service quality
- enhances customer experience