Natural Language Understanding: Helping Humans & Sales Agents Better

Natural Language Understanding is helping sales agents and improving customer service

Personalization and value-delivering customer experiences are the new landmarks for customer procurement, retention, and providing value. That is a significant motivation behind why business leaders across all organizations are progressively adopting artificial intelligence (AI) to provide such experiences at scale. At scale is the vital concept here: How do brands make the correct experience for countless customers? Enter natural language understanding

There's a lot of hype around Natural Language Understanding (NLU). Definitely! Like most organizations, many organizations have principally focused on conversational IVR service so far.

What is the meaning of NLU?

NLU technology is the capability of an automated system to comprehend what a customer wants depending on what they say. This tech is a significant subset of Natural Language Processing (NLP) which figures out what words a customer is saying.

Deep learning and natural language processing (NLP) are generally utilized techniques for building the understanding capabilities of numerous virtual agents. Those advances cover the rudiments, like training data and foreseeing the correct intent, and can likewise clean up customer requests to make them simpler for any NLU in AI to comprehend. However, most solutions will, in general, stop there and while being competent, can be limited.

Where conversational AI sparkles is in adding natural language understanding algorithms on top of generally utilized ones. These extra capabilities can give a virtual agent the lift it needs to go from being 'alright' at noting customer queries, to diminishing false positives by up to 90%. NLU technology is basically the brain of a conversational AI-fueled virtual agent.

NLU in AI is intended to empower the software to comprehend natural language as it is spoken. Artificial intelligence is vital here in light of the fact that the virtual assistant should be able to comprehend the intent of a question, instead of simply the words being said. Moreover, it must comprehend the context of the discussion as well, if it is to create an interaction that flows, instead of one that comprises individual, standalone questions and answers.

A more common strategy utilized by organizations for linguistic analysis has been Natural Language Processing. An NLP model applies linguistic and statistical algorithms to text to extricate significance in a manner like how the human mind understands the language.

Normal Language Understanding (NLU) makes NLP a step further and understands what language implies, instead of just what individual words say. This field of research and development depends on underlying components from NLP systems, which map out linguistic elements and structures, yet then adds context. Rather than zeroing in on the actual words, NLU tries to intuit the connotations and suggestions natural in human connotations, analyzing the feeling, intent, effort or objective behind a speaker's statement to reveal their significance.

Virtual assistants aren't just meant to help customers. They can likewise do a lot to help agents, particularly the individuals who are still in the training phase. For example, sales staff. It requires around ten months for a new salesman to turn out to be completely beneficial. Would you be able to bring that down a few months?

NLU technology can also help in discovering upselling and cross-selling opportunities. You can take your NLU in customer service and apply it to customer conversations with agents. Its job is to incite agents to follow up on key selling opportunities.

Further, NLU in customer service can help in avoiding a lot of waste as well. NLU systems can identify when classifications of data like telephone numbers and addresses are talked about, inciting agents to affirm or update them. Critically, this activity can be time-sensitive. If an address hasn't been affirmed over the recent two years, do it now. If it was affirmed seven days ago, try not to.

The complete impact of that diligence is a far more noteworthy level of precision in your customer information. This is how contact centers frequently attempt to transform into agent processes. However, it only sometimes works – agents already are competing for their attention.

To build productivity, NLU technology should beat the difficulties presented by the human language itself. To overcome these difficulties, NLU in AI utilizes rules-based and machine learning methods to harness, tag and score ideas applicable to customer experience analysis like feeling, intent, effort, obscenity and that's just the beginning.

Organizations can analyze customer experience feedback information utilizing various variables, opening the doors not exclusively to make enhancements in quality management yet in addition to new sorts of business questions and answers.

NLU technology can likewise recognize different trends impacting your customers. For instance, it can follow mentions of events related to conversations of deals and sales, like Independence Day, Black Friday or Cyber Monday, to figure out which ones are creating a buzz. Mentions of weddings, baby showers, engagement, graduations, etc. may help bring spotlight to how best to market and price things to target explicit buyers celebrating certain milestones

There's no uncertainty that the tech is only a few years from being mainstream and becoming the default choice. Yet, utilizing natural language understanding either for conversational IVR or for agent productivity– needs a thorough approach to automation.