NLP and NLU – What’s the Difference? (IVR Technologies Defined!)
A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles –
A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles –
In this post: What is conversational IVR? Conversational IVR services – why now? How conversational IVR ‘solves’ IVR Why modern IVR systems perform better What
If you want to reduce call volume, improve CX, and make life easier for agents – FCR is almost certainly the place to start. First
There are always new trends in the contact center. New tech, new strategies and – of course – plenty of ways to adapt to a
If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact
When it comes to IVR, contact centers walk a fine line. On the one hand, it can be one of the fastest, cheapest and most
An API is an ‘Application Programming Interface’. Its purpose is to move data between different resources, letting those resources ‘talk’ to each other. APIs are
What actually happens when your customer abandons a call? Do they just… solve their own problem? Somehow I doubt it. Best case scenario? They call
In our last post on pre-emptive contact center services we made the case for… well, that. Pre-emptive services mean lower costs, fewer calls and better
Get enough data together, and your business can know customers better than they know themselves. For a contact center that means understanding the problems customers