Web and contact center software solutions provider Astute Solutions yesterday launched its latest addition to its customer service-tools: RealDialog 6.0.
RealDialog 6.0 provides proprietary machine learning techniques that allow the system to learn from previous interactions and queries. These findings are then presented to content authors within the company in an authoring interface to allow relevant content maintenance and development. Content can then be developed based on the needs of the users at each channel of communication.
The natural language processing engine at the core of RealDialog allows users to pose questions in their own words; the software can detect even the slightest distinction in questions posed, including word order and various word definitions according to context.
RealDialog 6.0's highlights include the following: