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Digital Engagement Blog

Understanding NLU - A Cheat Sheet for Beginners

NLU is a hot topic these days as it it powering many conversational interfaces. 

So I asked our speech experts to help explain NLU.

But first to Breaking Headlines:

  • Iraqi Head Seeks Arms
  • Ban on Nude Dancing on Governor’s Desk
  • Juvenile Court to Try Shooting Defendant
  • Teacher Strikes Idle Kids
  • Stolen Painting Found by Tree
  • Kids Make Nutritious Snacks
  • Local HS Dropouts Cut in Half
  • Hospitals Are Sued by 7 Foot Doctors

LOL.

These headlines show that language is complex, ambiguous, flexible, and subtle.

A contact center agent can understand the headlines but does a machine/computer/IVR/chatbot have any hope of understanding what is said?

NLU to the rescue!

One technology that can help is NLU.  It can understand the meaning of conversations, dialogs and spoken interactions. 

If it's not already, NLU should be in your customer engagement strategy toolbox.

In this NLU Cheat Sheet, we cover definitions and basics for NLU.

Topics: Customer Experience Performance Optimization voice self-service

3 Things the Self-Driving Car Teaches Us About Intelligent Assistance

Picture this.

You want to go somewhere.

  • Your office.
  • A restaurant to meet some friends.
  • Aunt Alice’s house for pick any holiday.

So, what do you do?

  • You jump in your car.
  • You say where you want to go.
  • You arrive safely, on-time.

This is the promise of self-driving cars.

 

And, it’s about to happen...at least that’s what we’ve been led to believe.

But is it?

Topics: Customer Care Customer Experience Performance Optimization Chatbots