Natural Language Processing (NLP)

what is natural language processing? Find the definition Here.

Natural language processing is a branch of AI that focuses specifically on distilling meaning from human language, be it spoken or written. 

Virtual assistants like Alexa and Siri use NLP to process their users’ commands. Online language translation tools use it to ensure consistent meaning between the input and the output. Google’s autocomplete feature uses it to predict your most likely intention based on the first few words of your search query. 

Contact centers are using NLP to understand what a customer is calling about so the best solution can be reached as quickly as possible. 


More NLP Resources:

Call / Contact Center Sentiment Analysis Software

Understand how call sentiment is affecting business outcomes by using SpeechIQ’s reporting tools to overlay sentiment scores with relevant call metadata.

Speech Analytics with Automated Quality Management

Deep-dive into customer intents to uncover hidden needs and opportunities to improve processes, products, and services.

What is Sentiment Analysis and How Do You Do It?

Customer and agent experiences are two points on the continuum of customer service. If you want to improve that service, you need insight into both areas.

Chatbots & Differences from IVR and Virtual Agents

Conversational IVRs layer in natural language processing (NLP) to parse and interpret indirect phrases, incomplete sentences, and even context. Because they use AI and machine learning, conversational IVRs are capable of improving proficiency over time. 

Guide to the AI Call Center: How To Revamp Your Customer Service

AI-human interactions have become second nature, and many organizations are starting to deploy the technology in the call center using natural language processing, machine learning, and automation software.

Transforming Customer Service with AI and NLP | LiveVox

With access to a wealth of customer data, technology at their fingertips, and a massive workforce with which to test and implement innovative customer service solutions, the contact center industry is a prime candidate for the deployment of leading-edge tools like artificial intelligence (AI) and natural language processing (NLP).

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.