Natural Language Processing Technology for Agent Services
Hisako Asano, Katsuji Bessho, Kugatsu Sadamitsu, Kyosuke Nishida, Kuniko Saito · NTT technical review · 2017
Artificial intelligence agents are beginning to take on the work traditionally performed by people at contact centers and information desks.This article introduces natural language processing technology for achieving agents that can absorb business knowledge, understand customer speech and respond to their requests, engage in casual conversation, and behave like a human being overall.