NLU (Natural Language Understanding) uses AI to make interaction with virtual assistants more fluid and efficient
Credit: CPQD website
CPQD is launching a solution designed to make customer service journeys through various digital channels even more natural and friendly: NLU – Natural Language Understanding. The solution uses Artificial Intelligence (AI) in Natural Language Processing (NLP) techniques to provide understanding of human language – in Portuguese – by virtual assistants and voice bots, in different relationship channels.
“By detecting the intention, from an interaction in the service channels, NLU helps to improve the dialogue, bringing more efficiency, intelligence and fluidity. With this, it improves the quality of the customer's experience during interaction with the digital customer service offered by companies in general”, says Ademar Soares Junior, responsible for marketing Intelligent Interaction solutions at CPQD. “The use of AI allows NLU to analyze the context and interpret questions and commands to provide more assertive responses to users. In addition, machine learning allows this feature to get smarter over time and continuous use”, he explains.
NLU complements CPQD's Intelligent Interaction portfolio, which also includes Text-to-Speech solutions (text-to-speech conversion), Speech Recognition (STT/ASR), Dialogue Transcription and Voice Biometrics, with national 100% technology. It is provided in a software-as-a-service (SaaS) model and can be integrated with other dialogue systems on the market.
“NLU is a service offered through an API in the cloud, which can be integrated with CPQD solutions and also with others on the market”, says Soares. “It can be used, for example, by companies that have virtual assistants and want to add Artificial Intelligence to their business”, he concludes.
