Understanding what’s actually being asked

The old way needed to predict the right words. The new way deals with the real world.

Chatbots handled expected questions well and fell apart on everything else. It’s not just chat and voice where the virtual agent can help. The same understanding runs through email too – reading intent and tone to route a message correctly, without anyone watching the inbox.

Understanding the customer, taking the correct next action – faster for customers, more efficient for the business.