Use Of NLP And NLU In Contact Center

3 August, 2021 | 16:09 UTC

HR resources

Artificial intelligence is changing the way businesses operate and how many of us enjoy our lives. Businesses utilise AI for a variety of tasks, including detecting fraudulent insurance claims, enhancing customer service, and forecasting the optimum timetable for industrial equipment preventative maintenance. You’re utilising artificial intelligence in your daily life if you have a Nest thermostat, unlock your phone using face recognition, or have ever uttered, “Alexa, turn off the lights.”

Artificial intelligence, as pervasive as it has become, remains a magical idea for far too many people. While some of its powers appear mystical, AI is made up of technology like natural language processing (NLP), natural language understanding (NLU), and machine learning(ML) that are quite real and concrete. If these phrases make you think of “hocus pocus,” you’ve come to the correct place. We’ll look at definitions of NLP and NLU, as well as instances of how contact centers are utilising them to improve customer experience and efficiency.

Let’s understand what contact centers are in AI.

Contact Center Overview

Artificial intelligence is used in contact centers to provide excellent customer service and enhance operational efficiency. Allow your virtual agent to interact with consumers naturally and skillfully help real agents in difficult situations. You’d be correct if you thought AI was present in every contact center these days. Here are several AI-powered call center features that are increasing performance:

  • Forecasting methods should be recommended again
  • Interactions are scheduled depending on the personality and preferences of the consumer.
  • Increasing the number of natural self-service options
  • Agent coaching in real-time

This is by no means an exhaustive list, but it demonstrates how artificial intelligence is revolutionising contact center procedures. And without natural language processing and understanding, most of these new capabilities would be impossible to achieve.

What Are NLP And NLU?

NLP is a technical technique that enables text or audio speech to be converted into encoded, structured data. NLP-enabled machines can recognise and respond to human speech. Conversational speech allows people to communicate with computers.

NLU is a kind of NLP that allows robots to comprehend audio or text. Natural language generation (NLG), on the other hand, allows a computer to “speak back” to the user. Human dialogues are feasible when the two work together.

Use Of NLU And NLP In Contact Centers

Automated attendants such as Apple’s Siri and Amazon’s Alexa are perhaps the most visible application of NLP. Contact centers, on the other hand, have been in the forefront of implementing NLP to offer real-world business and customer experience advantages.

NLP is frequently used in interactive voice response (IVR) systems to allow consumers to engage with menus and self-service transactions using natural speech. Speech analytics systems may also search through a large number of interaction recordings to generate transcripts, detect frequent call causes, highlight potential compliance concerns, and so on.

Additional contact center applications are anticipated to develop as NLP matures and improves. In today’s contact centers, NLU plays two important functions. Chatbots are computer-assisted agents that utilise natural language understanding to communicate with customers in online chat sessions. They can start the conversation by welcoming the client, solving minor problems, and gathering data to pass on to a human representative.

Some interactive voice response (IVR) systems employ NLU to allow callers to communicate with the system using conversational language. This may improve the consumer experience, but it is more difficult to implement.

NLP And NLU-Based Contact Center Solutions

Let’s take a deeper look at two NLP and NLU-based contact center solutions:

Conversational IVRs

The emergence of conversational IVRs transformed the user experience completely. Customers may just explain their concern when asked, “How can we help you today?” NLP/NLU will allow them to completely skip menus. Based on the translated input, the IVR then understands what to do next. If a caller says, “I have to verify my new debit card,” the IVR will know whether to connect them with a knowledgeable person or direct them to self-service, where NLP will allow them to speak with the system again.


AI-based chatbots deliver a better, more effective client experience than rule-based bots. They’re capable of a far larger set of activities, including allowing comprehensive, end-to-end self-service, because they can understand human speech and user intent. If self-service isn’t an option, these chatbots can collect data and send it along to an agent, reducing wait times and personnel expenses.


This article should have provided you with a better knowledge of NLP and NLU, as well as how they may be used in the contact center to improve self-service experiences and boost efficiency. Contact ONPASSIVE to learn more about contact center AI in a fun and accessible way. In no moment, you’ll be speaking AI’s amazing language!


What Are The Key SEO Metrics That You Should Not Miss Tracking

2 August, 2021 | 19:07 UTC

SEO strategy

Digital marketing strategy has the upper hand when it comes to measuring or tracking the progress of each part of your strategy over traditional offline marketing.

While there is the availability of massive data, deciding which SEO metrics to work on is the real concern.

As you track the right metrics, you will get the correct picture of your performance. Thereby, you can consistently improve your strategy and rise in rankings to drive high ROI.

There are numerous metrics you can monitor. Nevertheless, you must focus on the right metrics to bring in desired outcomes. This blog will highlight key SEO metrics that you should not miss tracking, notwithstanding what your business is about.

1.Organic traffic

It is the traffic you generate from the SERPs (search engine results pages). With this metric, you do not have to pay for ad placement.

Your overall traffic can be generated from numerous sources such as direct searches, search engines, social networks etc. However, when you focus on organic traffic, it represents your website’s visibility in search for keywords concerning your business and niche. Thus, if your SEO strategy is functional, the number of visitors you get from search results should steadily increase.

2. Click-through rate (CTR)

The organic click-through rate represents the percentage of people that visit your website after coming across your web pages in the SERPs. Let’s say 1000 viewers find your page listing in the search results, out of which 100 viewers click through to your website, then your CTR for that page will be 10%.

Organic CTR usually displays how well your listing (containing the title, meta description, and URL) intrigues your viewers and how well it manages to grab their attention.

Keeping track of CTR by page help, you find out which content is not bringing in enough click-throughs via SERPs.

3. Exit rate

These are the last pages viewed by your visitors before they exit your website. Your exit pages are the pages that make viewers lose interest. The content on these pages often needs to alter or modify. Thus, tracking your top exit pages becomes crucial.

However, you must work towards reducing the exit rate on your pages. You can do so by:

*Assuring your content structure and page layout is easy to comprehend.

*Including direct internal links and CTA to help visitors easily navigate to other related content and pages.

*Adding quality content that includes visuals to engage the viewers.

4. Pages per session

An essential on-site user engagement metric, pages per session, represents the number of pages people visit on average before they leave your site. With higher pages per session, you can safely conclude that viewers are visiting multiple pages and hanging on for longer.

Alternatively, if this metric is low, it shows that your content is not engaging enough for viewers to check other pages. Also, it might be because your site navigation is not user-friendly.

5. Average page load time

The page load time of your site is a crucial SEO ranking factor (for both mobile and desktop) as it contributes significantly to your rankings and user experience.

The average page load time is the time required to display the complete content on a page.

As page load time ranges from 1s to 3s, the possibility of bounce increases by 32%. On the other hand, as it goes from 1s to 10s, the possibility of bounce increases by 123%.


This blog has explained some of the key SEO metrics that you must consider tracking. There are multiple free and affordable tools available that make your job easy. Google Analytics are among some of the free tools that help you get comprehensive information about your website’s performance. Thereby, you can ensure if your SEO strategies are leading the right results.

Thus, get started with tracking these metrics and get ahead making continual improvements.


Know-How Cross-Selling Benefits Your Business

2 August, 2021 | 19:04 UTC

Cross selling

Did you ever hear the question about whether you want fries or coke at KFC or McDonalds while buying a burger or chicken bucket? Even many businesses recommend complementary or related products/services if you buy something from them. It is one of the most common strategies used by companies to make instant profits.

Irrespective of the industry, it helps you to motivate your customers and make them purchase more products from you. It is popularly known as cross-selling. It’s the best technique to drum up your sales and grow your business.

Remember, this technique doesn’t mean to sell your products just for the sake of selling. It allows you to assist your users with tangible benefits, and even you can expect your customer’s needs.

Definition Of Cross-Selling

Cross-sell is the act or technique of selling another product or service to a current customer and another prospective customer. In essence, companies define cross-sell in several ways. In most cases, companies will use the word cross-sell to mean that you are selling to two different parties besides selling to one. In other words, you are getting two products from your customers instead of one.

This is an excellent tactic because that makes it easier for a customer to purchase over one product from a company at a time. However, this tactic needs to be successful first to establish a relationship with the customer before crossing-sell.

It means you need to have developed a solid rapport or relationship with your customer so that when you ask them if they would like to purchase a product, they’ll be more likely to agree to do so rather than an object. You also need to tell the customer what you’re about to do; this way, they will be less likely to be surprised by the cross-sale tactic.

Another way of creating a profitable cross-sell is to suggest additional complimentary items for purchase. For instance, if you have a customer who purchased an electric scooter last time but would like to purchase a motorcycle in the future, suggesting additional complimentary items for purchase might be a great cross-sell tactic.

By suggesting additional complementary items, you are not suggesting that the products are replaced by each other. Instead, you’re suggesting that the products will complement each other and help them maintain their mobility. These suggestions should be used with caution, and it’s a good idea to consult a sales professional before making any suggested complementary item sales pitch.

Use Cases

Know in-detailed about cross-selling, here are some of the use cases where you can understand the concept clearly.

Use case 1

If you go to a shop and ask for a winter jacket or sweater, the retailer asks you whether you want to buy a winter cap, muffler, gloves and socks. Here, the retailer selling you an excellent and logical combination of helpful stuff.

Use case 2

If you visit an agent to get health insurance, that person offers you the life insurance and more benefits. Additionally, that salesperson recommends some other best policies or insurance schemes that are more beneficial to you.

Use Case 3

A development company offers services like digital marketing to their existing clients who have got their website developed.

Use Case 4

If you go to a supermarket, little things are kept at the sales counter. Are these kept for a purpose? Yes, you go to a counter to make a bill for the things and see these little things there. What do you feel by looking at them? You feel like buying them, and even every child asks their parents to buy chocolates and toys for them.

How Cross-Selling Benefits Your Company?

The benefits of cross-selling for small businesses are becoming more apparent to most entrepreneurs. With an economy in recession, many small businesses are finding it difficult to survive.

To make a profit, these businesses must replace lost sales and make up for any income that is not coming in because of customers pulling their wallets out because of economic problems. The answer to this dilemma comes as selling a product that can cross-sell other products. Let’s look at some of the common ways that this is done.

Increasing Sales:

One way to cross-selling benefit small businesses is when you can sell items similar to those offered by your competitors. If you sell office supplies like paper clips, staples, and staples, you might find that your competitor has just a better price on a pen.

When you offer items similar to the items your competitors are selling, you are likely to get a reasonable price. You might also find that you are asked to carry fewer items or that your purchase might not be significant. By offering products similar to those offered by your competition, you are increasing the likelihood of your customers buying what you have and are likely to stay for longer.

Makes Customers Life’s Easy

Another way to cross-selling benefits small businesses is to offer small business products that people need but don’t have in stock. Consider products like laundry detergent or cleaning supplies.

These items may not seem that important to your customers, but they make people’s lives easier and help save money on supplies that businesses need to keep operating. By offering small business products like these, you can position yourself as an expert in the field and position your small business as an expert in helping other small businesses maintain their supplies, so they don’t run out.

Allows You To Sell More Products

Consider how your customers act when they receive free items. After receiving items from your business, what do they do? Do they put the items back in their inventory immediately? Or do they look for more items to buy from you? It is one way that cross-selling benefits small businesses.

Concluding Words:

This is about cross-selling and how it helps small businesses. There are many more ways that how can cross-selling benefits small businesses. One key is understanding where your customer’s interests lie and aligning those interests with your own.

Remember that when you provide great products that customers need you to become an expert in your field. You will have more customers come back to buy from you because of this relationship you create with your customer.