Aspect Software Announces the Aspect NLU Lab to Advance Design and Use of Chatbots in Customer Service

Date: 4/26/2017, Phoenix, Arizona

  • New content portal dedicated to sharing best practices, knowledge collection and application resources for the creation of customer service chatbots
  • Aspect NLU Lab includes videos, bot design templates, technical whitepapers, FAQs, industry examples, and more

Aspect Software, a global provider of fully-integrated consumer engagement, workforce optimization and self-service solutions, today further cemented its thought leadership in customer service by launching the Aspect NLU Lab, a content and asset-rich portal devoted to the advancement of chatbot applications. As chatbots become an increasingly important channel for customer engagement, Aspect’s NLU Lab’s aim is to become a destination for sharing knowledge, best practices, and experiences, as well as assisting companies with the conceptualization and development and deployment of chatbots.

“The Aspect Consumer Experience Index found that 65 percent of consumers said that they feel good about both the brand and themselves when they can resolve issues on their own without having to speak to a live person. Chatbots enable just that,” said Tobias Goebel, Director of Emerging Technologies, Aspect Software. “Using Natural Language Understanding (NLU) as the intelligence behind chatbot creation removes the frustration of rigid, automated interactions, speeds up the resolution of customer service issues through conversational exchanges, and gives companies an affordable way to deliver a great customer experience. Ordinary life administration activities like rescheduling doctor appointments using hard-to-follow IVRs often result in long wait times and create frustration. Chatbots eliminate these annoyances and help consumers accomplish everyday tasks effectively and effortlessly.”

The Aspect NLU Lab provides a broad selection of resources for businesses interested in deploying their own chatbot application. These include design templates, guidelines, technical overviews and more. In addition, the Aspect NLU Lab is supported by an active team of Aspect’s NLU and self-service experts with extensive experience in UX/UI design, IVR and Interactive Text Response (ITR) development, and system integration. A significant number of the team focusing on chatbot development at Aspect specialize in computational linguistics, a key discipline that studies how to teach computers the use of human language for man-machine communication.

“By using a conversational chatbot, consumers can engage with businesses in a way that is easy and convenient for them while saving the company money. We are still early with the emergence of bots for customer care, so we launched the Aspect NLU Lab to help further the industry and openly share what we’ve learned from our own projects,” said Goebel. “We want everyone to understand the power and the potential of this new customer service tool.”

For additional information and to explore the NLU Lab, visit  

About Aspect

Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit

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