Digital Engagement Blog

Heresy? Hear me out.

I have a bold thought that’s gotten me into trouble on a few memorable occasions:

The best customer care is NO customer care.

I believe this deeply, but don’t get me wrong! I mean no ill will!

I don’t mean companies should prevent their customers from contacting them.

Rather, companies should strive to provide such high-quality service that customers never feel the need to reach out in the first place!

The Sami people, who live in the northern tips of Scandinavia and Russia, use at least 180 words related to snow and ice. And as many as 1,000 words for reindeer.  

What does this have to do with NLU?  Read on... 

Before we dive into these use cases, you might want to bookmark these recent posts that provide additional background info and perspective leading up to the NLU use case discussion: 

• This post about conversational interfaces discusses about good and bad use cases for conversational agents and speech IVRs.
• This NLU Cheat Sheet post is a great backgrounder to boost your general understanding of natural language.

Ready?  Let's dig into the best use cases for an NLU Router: