Natural Language Processing
Natural language processing makes it easier for your customers to get support through your automated system because the complexity of the interaction can be dramatically simplified. It also increases the percentage of inquiries that can be automated helpingyou reduce costs. NLP lets you eliminate complex IVR menus and go beyond speech-enabled, directeddialog systems. Our Virtual Agents help you toembrace NLP by packaging and integrating the most advanced technologies from companies like Googleand IBM into Inference Studio.
With NLP you’ll be able to do:
Intent Matching This enables your Virtual Agent to determine what your customer wants. Intents are created for anything a user might request. For each intent you simply provide a set of examples for how the user might make the request. For example, “I want to make an appointment” or “I want to cancel an appointment”. The Virtual Agent then matches user requests against intents that it knows how to resolve. In this example “Book Appointment” or “CancelAppointment”. As customers use your agents, you canincorporate what they’ve said into training examples that help your Virtual Agents get smarter over time.
Entity Extraction This helps you extract important information from what is said to your Virtual Agent so that you are able to act on it. This information can include system entities such as dates, times, place names or amounts, developer defined entities or temporal user entities.
Dialog Control This allows you to control the flow of the conversational experience between the customer and the Virtual Agent so that you can optimizethe dialog to quickly and accurately collect the information needed to respond to their request.