VirtuOz Virtual Agents contains sophisticated natural language processing capabilities that go well beyond simple keyword matching. The technology contains deep syntactical and semantic analysis abilities to “understand” exactly what users are saying during any text interaction. Even one word can entirely change the meaning of a user’s request and the VirtuOz NLP capabilities are designed to comprehend that and a myriad of other language subtleties.

While supporting a wide set of languages, the NLP layer of VirtuOz is also adept at handling the unique challenges posed when interpreting the text people generate in a dialog. The system provides fault-tolerance/rewording in the presence of common spelling and grammar mistakes. It understands the truncated communication often found in instant messaging/SMS style input. It can also understand unique terminology of varying industries or the differences found in slang or varying regional languages.

The VirtuOz natural language processor is the part of the virtual agent solution that ultimately ensures that users can communicate to the system in a way that is easy and natural for them. It also does the hard task of understanding what users want and passing that information to the VirtuOz Business Logic Engine which ultimately decides what to do with that information at anytime during a conversation with a user.