New content portal dedicated to sharing best practices,
knowledge collection and application resources for the creation of
customer service chatbots
Aspect NLU Lab includes videos, bot design templates, technical
whitepapers, FAQs, industry examples, and more
PHOENIX--(BUSINESS WIRE)--Aspect Software, a global provider of fully-integrated consumer
engagement, workforce optimization and self-service solutions, today
further cemented its thought leadership in customer service by launching
the Aspect NLU Lab, a content and asset-rich portal devoted to the
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advancement of chatbot applications. As chatbots become an increasingly
important channel for customer engagement, Aspect’s NLU Lab’s aim is to
become a destination for sharing knowledge, best practices, and
experiences, as well as assisting companies with the conceptualization
and development and deployment of chatbots.
“The Aspect Consumer Experience Index found that 65
percent of consumers said that they feel good about both the brand and
themselves when they can resolve issues on their own without having
to speak to a live person. Chatbots enable just that,” said Tobias
Goebel, Director of Emerging Technologies, Aspect Software. “Using
Natural Language Understanding (NLU) as the intelligence behind chatbot
creation removes the frustration of rigid, automated interactions,
speeds up the resolution of customer service issues through
conversational exchanges, and gives companies an affordable way to
deliver a great customer experience. Ordinary life administration
activities like rescheduling doctor appointments using hard-to-follow
IVRs often result in long wait times and create frustration. Chatbots
eliminate these annoyances and help consumers accomplish everyday tasks
effectively and effortlessly.”
The Aspect NLU Lab provides a broad selection of resources for
businesses interested in deploying their own chatbot application. These
include design templates, guidelines, technical overviews and more. In
addition, the Aspect NLU Lab is supported by an active team of Aspect’s
NLU and self-service experts with extensive experience in UX/UI design,
IVR and Interactive Text Response (ITR) development, and system
integration. A significant number of the team focusing on chatbot
development at Aspect specialize in computational linguistics, a key
discipline that studies how to teach computers the use of human language
for man-machine communication.
“By using a conversational chatbot, consumers can engage with businesses
in a way that is easy and convenient for them while saving the company
money. We are still early with the emergence of bots for customer care,
so we launched the Aspect NLU Lab to help further the industry and
openly share what we’ve learned from our own projects,” said Goebel. “We
want everyone to understand the power and the potential of this new
customer service tool.”
For additional information and to explore the NLU Lab, visit www.aspect.ai.
About Aspect
Aspect helps enterprises break down the walls between people, processes,
systems and data sources, allowing organizations to unite around the
customer journey. By developing fully native interaction management,
workforce optimization and self-service capabilities within a single
customer engagement center, we enable dynamic, conversational
interactions and create a truly frictionless omni-channel customer
experience. Leveraging the agility of our worldwide cloud infrastructure
and over 40 years of industry ingenuity, Aspect conveniently and easily
connects questions to answers while helping enterprises keep service
levels high and operational costs contained. For more information, visit https://www.aspect.com.
Follow Aspect on Twitter at @AspectSoftware.
Read our blogs at http://blogs.aspect.com.
Aspect and the Aspect logo are either trademarks or registered
trademarks of Aspect Software, Inc. in the United States and/or other
countries. The names of other companies and products mentioned herein
may be the trademarks of their respective owners.