• DE
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Produkte

    Produkte

    • Digital & Selbstbedienung

    • Workforce Engagement Management

    • Routing & Orchestration

    • CX-Analytik

    • Automatisierung

    • Offene Cloud-Platform

  • Lösungen

    Lösungen

    • Konzerne

    • KMU

    • Kundenerlebnis verbessern

  • Serviceleistungen
  • Ressourcen

    Ressourcen

    • Ressourcen-Bibliothek

  • Unternehmen

    Unternehmen

    • Über uns

    • DE
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Kontakt
      • linkedinlinkedinlinkedinlinkedin
      • Home
      • Glossar
      • Natural Language Understanding
      View a demo
      Get a quote
      Resource library

      On this page

      • What is Natural Language Understanding (NLU)?
      • Natural language understanding (NLU) in the contact center
      • Explore Products
      • What can NICE do for you?

      • SCHEDULE A DEMO

      Möchten Sie mehr erfahren?

      Abonnieren Sie unseren Newsletter

      IN VERBINDUNG BLEIBEN

      linkedinlinkedinlinkedinlinkedin
      • Terms of Use
      • Privacy Policy
      • Legal
      © 2024 NICE

      What is Natural Language Understanding (NLU)?

      Natural language understanding (NLU) is technology that allows humans to interact with computers in normal, conversational syntax. This artificial intelligence-driven capability is an important subset of natural language processing (NLP) that sorts through misspelled words, bad grammar, and mispronunciations to derive a person's actual intent. This requires not only processing the words that are said or written, but also analyzing context and recognizing sentiment. As its name implies, NLU attempts to understand what someone is really saying.

      The most recognizable use of natural language understanding is found in automated assistants like Apple's Siri or Amazon's Alexa. These products use NLU to interpret questions and commands and respond, for example, by providing answers, playing a requested song, or placing an order. Machine learning allows them to get smarter over time and with ongoing use.

      Natural language understanding (NLU) in the contact center

      Natural language understanding (NLU) currently has two prominent roles in contact centers. Chatbots are automated agents that use NLU to interact with consumers in online chat sessions. They can initiate the session by greeting the customer, solve simple problems, and collect information that can be forwarded to a human agent. Natural language understanding is also used in some interactive voice response (IVR) systems to allow callers to interact with the IVR using conversational language. This can provide a better customer experience, but is more complicated to implement.

      How NICE is Redefining Customer Experience

      NICE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

      It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

      Back to Glossary

      Contact us

      If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

      Digital and Voice Channels

      Automatic Call Distributor (ACD)

      Interactive Voice Response (IVR)

      Proactive Outbound Dialer

      Workforce Management (WFM)

      Quality Management (QM)

      Interaction Recording

      Performance Management (PM)

      CRM Integrations

      UCaaS Integrations

      Call Center Software

      Customer Experiences

      Enlighten AI Copilot

      Enlighten Actions

      Enlighten Autopilot

      Enlighten AutoSummary

      Omnichannel
      Routing

      Workforce Engagement Management (WEM)

      CRM & UCaaS
      Integrations

      NICE Enlighten
      AI for CX