Why NLU Is Key for Customer Support Bots

[fa icon="calendar'] Jan 29, 2019 9:13:13 AM / by Ana Moreno posted in NLP, NLU, Segmentation, NLP for Chatbots

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A successful virtual agent must be able to hold a natural conversation with a human. Processing natural language is, however, not a piece of cake for Artificial Intelligence. The way we speak is not regular and robotic, but emotional and full of context. NLU becomes, therefore, essential for customer support bots to get what clients need.

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Segmentation: splitting queries for bot's better understanding of users

[fa icon="calendar'] May 31, 2018 7:00:00 PM / by Bitext posted in NLP, Bitext, Segmentation

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A client came to us because their bot couldn’t understand customer requests like: “I’ve been a client for five years and my daughter wanted that present so badly; but I haven’t received it yet!". It was impossible for their bot to understand such a combination of knowledge items. That’s how we started implementing query segmentation.

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