What is Natural Language Understanding (NLU)

Natural Language Understanding (NLU) is a process of interpreting human natural language input data to gather meaningful information. Using NLU, a bot can have a natural conversation with a person that is almost indistinguishable from a typical conversation between live people. For contact centers, Natural Language Understanding can help automate communications between customers and agents. A chat bot using NLU can recognize a customer’s question (language) as input data, effectively provide an answer, or route the customer elsewhere for further assistance. NLU can both ease agent capacity and boost customer satisfaction.

Natural Language Understanding (NLU) provides:

  • Intelligent interpretation of human language input data
  • Language recognition and prediction of customer needs
  • The ability to answer any question and provide a useful answer
  • Natural-sounding conversations between bots and people

Bright Pattern Contact Center, Bright Pattern’s omnichannel contact center software, helps simplify omnichannel customer service for customers, agents, and contact center managers. Bright Pattern’s cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.

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