Natural Language Processing (NLP) is a form of Artificial Intelligence (AI) that analyses text and speech to draw contextual meaning and understand language in the way humans do.
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Within the contact center, NLP can be used to enable customers to interact with voice menus using natural speech, as well as facilitating intuitive self-service interactions over channels such as web chat. NLP can also be used for quality and compliance purposes, powering accurate speech-to-text transcription which enables the use of speech analytics to identify trends and flag compliance issues at a granular level and at scale.
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