What is natural language processing in a contact centre?

Natural Language Processing (NLP) in a contact centre leverages cutting-edge artificial intelligence and machine learning technologies to understand and work with human language. It encompasses various critical functionalities, such as analysing text, recognising speech, determining sentiment, facilitating chatbots and virtual assistants, enabling language translation, understanding user intents, automating the categorisation of interactions, and offering real-time monitoring and analytics.

NLP plays a pivotal role in enhancing customer service within contact centres by enabling automated interactions, improving self-service options, and providing personalised and efficient support to customers. It also contributes to boosting operational efficiency by automating certain tasks, categorising interactions effectively, and extracting valuable insights from large volumes of customer data.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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