How often, when an IVR system asks you to press ‘1’ for A and ‘2’ for B, do you press ‘9’ to talk to the customer service person?
Yes, this is what most people do because they detest IVR systems and would like to talk to a live person instead.
Today when you call the doctor or a lawyer, the answering service is responded by a real human being who answers “May I help you?”
You will then be routed to the right department or person. The answering service technology has gone even further.
A speech recognizer amalgamated with natural language processing technology will understand what you speak and make responses accordingly.
For us many of the high end technology used in call centers today is invisible. As customers, we are
experiencing faster response times and far better quality of service than ever before.
How does Natural Language Processing (NLP) help answering services?
NLP is an approach of human to computer interaction wherein the human language is formalized so that a digital system can perform value added tasks based on the interaction.
The significant benefits of NLP are:
• Robotically leverages human interaction
• Has active learning ability
• Recognizes colloquial speech, industry specific jargon, and multifarious topics
• Comprehends contextual nuances
• Is language independent
In other words, the call service of tomorrow with a combination of computer science and linguistics will enable communication between customers and businesses.
This is not all. The future trends in answering service look exciting.
• The agents will have complete access to customers’ preferences with the contact center. This will include communications channels like voice, email, and even social networking sites like Facebook and Twitter.
• To provide the best possible service, the answering services will keep a record of all activities related to the customer, and the outcome of each activity for the running campaign or the service.
• Companies will focus on deploying agile knowledge management solutions as per customers’ demands that will allow call service companies to provide a reliable and unified service.
Natural language systems are capable of sifting through a large number of calls and analyzing the reasons for success and failure. Certain slangs are country specific and not understood by either callers or receivers.
Finding correlation between idioms and call outcomes by analyzing a few calls is not easy. The NLC system analyses myriads of calls and ‘sees’ through this maze easily.
Very soon an answering service will no longer be the old fashioned stuff you are familiar with.
Yes, this is what most people do because they detest IVR systems and would like to talk to a live person instead.
Today when you call the doctor or a lawyer, the answering service is responded by a real human being who answers “May I help you?”
You will then be routed to the right department or person. The answering service technology has gone even further.
A speech recognizer amalgamated with natural language processing technology will understand what you speak and make responses accordingly.
For us many of the high end technology used in call centers today is invisible. As customers, we are
experiencing faster response times and far better quality of service than ever before. How does Natural Language Processing (NLP) help answering services?
NLP is an approach of human to computer interaction wherein the human language is formalized so that a digital system can perform value added tasks based on the interaction.
The significant benefits of NLP are:
• Robotically leverages human interaction
• Has active learning ability
• Recognizes colloquial speech, industry specific jargon, and multifarious topics
• Comprehends contextual nuances
• Is language independent
In other words, the call service of tomorrow with a combination of computer science and linguistics will enable communication between customers and businesses.
This is not all. The future trends in answering service look exciting.
• The agents will have complete access to customers’ preferences with the contact center. This will include communications channels like voice, email, and even social networking sites like Facebook and Twitter.
• To provide the best possible service, the answering services will keep a record of all activities related to the customer, and the outcome of each activity for the running campaign or the service.
• Companies will focus on deploying agile knowledge management solutions as per customers’ demands that will allow call service companies to provide a reliable and unified service.
Natural language systems are capable of sifting through a large number of calls and analyzing the reasons for success and failure. Certain slangs are country specific and not understood by either callers or receivers.
Finding correlation between idioms and call outcomes by analyzing a few calls is not easy. The NLC system analyses myriads of calls and ‘sees’ through this maze easily.
Very soon an answering service will no longer be the old fashioned stuff you are familiar with.
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