One of the keys to successful automated service, with a via telephony or website, is for the user to be able to describe their issue in their own words, rather than feeling that they have to use specific terms or a stilted, incomplete account of the issue. Natural language processing-based systems encourage users to describe their issue more fully, asking follow-up questions if there is any degree of ambiguity in the initial request. One of the obstacles to overcome for NLP-based systems (whether through speech recognition or text recognition) is that many Internet users have been trained to use keywords, believing that simplifying the description of their issue will lead to greater levels of accurate response.
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