May 25, 2022: AI-Powered Natural Language Understanding


Join us virtually on Wednesday, May 25, 2022 at 12:30pm ET for our next webinar which will explore AI-powered natural language understanding and how the “why” behind millions of conversations can be transformational for brands with MRC guest speaker Ellen Loeshelle, Director of Product Management at Qualtrics.

Conversations happen everywhere: on social media, between coworkers, texts with our friends and family, calls into service centers.  In their simplest form, conversations consist of a speaker, a listener, and a message strung together in space and time. 

However, the ”why” behind a conversation can reveal valuable insights to organizations, employers, and brands. Better yet, the ”why” behind millions of conversations can transform businesses with efficiency and confidence.

Businesses today rely on Natural Language Processing (NLP) and Natural Language Understanding (NLU) technologies to process and analyze conversational data at scale. These tools can determine call reasons, analyze agent performance, score the conversation for specific outcomes, quickly locate required callbacks, and prevent customer dissatisfaction. These analytics can reduce friction across the customer contact journey, leading to increased customer satisfaction, brand loyalty, and help mitigate risk by delivering better service experiences. 

In the discussion moderated by Carol Haney (Head of Research & Data Science, Qualtrics and Secretary-Treasurer, MRC), Ellen will describe the intricacies and nuances of conversational NLU-based analytics and how they can elevate traditional forms of research.

Ellen Loeshelle is a Director of Product Management at Qualtrics, where she leads the strategy for analytics and NLP products. Ellen is an established thought leader in language technologies and experience management and loves developing innovative solutions within the context of linguistics and technology theory. She thrives in blending qualitative and quantitative data to make decisions and has built her career on developing strong, respected teams and innovative products which redefine the status quo in existing markets.



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