By that, we really mean great customer service is hard. Customer relationships can be expensive to establish and maintain, but are … more about Customer Service is hard
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Natural Language Processing has come of age
The past couple of years have ushered in an exciting age for Natural Language Processing using deep neural networks. Research in the field of using deep pre-trained models has resulted in a massive … more
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Fluent Converse
Have great conversations with customers. We believe that with Conversational AI you can simplify your interactions with customers, reduce process time, improve data quality, and increase … more
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Fluent Find
Make finding Help & Support a great customer experience. We've written about the challenges with website search for Help & Support. In short, keyword matching isn't up to the task … more
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Natural Language Services
The evolution of Natural Language Processing into a powerful enterprise capability has opened up a new seam of value from information: extracting insight from unstructured text. Many organisations … more

We need to talk about search
Search in Help & Support could be so much better. The way many companies organise the Help & Support pages on their websites feels more … more about We need to talk about search

Re-think your metrics
How conversational solutions can change your key metrics and the way you look at them. The only consistent truth about customers is … more about Re-think your metrics
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Covid-19 and NLP
The Coronavirus pandemic and the Covid-19 illness have shone a light on the quality of information that is accessible and in particular the … more about Covid-19 and NLP

Can NLP enhance RPA?
RPA is a pretty hot topic in the world of task automation, but the term is often misunderstood - mostly thanks to the vendor's marketing teams. The … more about Can NLP enhance RPA?

We love messaging
Messaging is a great channel for customer service. Often, the best kind of customer service is silent running, a service that delivers exactly … more about We love messaging