How to Get NLU Right for Better, Faster IT Support


Challenges and breakthroughs in deep learning and language modeling

One of the main reasons for deploying Intelligent Virtual Assistants in IT service management is to take the burden of mundane and repetitive tasks off human agents. But more often than not, users ask to transfer to an agent after an unsuccessful interaction. Detecting the ambiguity in language and then engaging a person in dialogue to get to the bottom of their issue can be an incredibly challenging task for the IVA. However, by learning from conversations, NLU systems can detect patterns in ambiguous requests to arrive at the right resolution.


In this webinar, we will discuss how to develop deep learning systems that provide Natural Language Understanding for ITSM and ensure user satisfaction. Learn about:

• Avaamo’s award-winning approach to developing NLU for ITSM
• How IVAs can be taught to execute judgment-intensive tasks
• How to build deep learning models that can tackle complexity and ambiguity
• How to build robust NLU systems that provide quick and efficient resolutions

Abhi Sharma
Product Manager – Conversational Intelligence


Abhi Sharma is a Product Manager for Conversational Intelligence at Avaamo. With years of experience in natural language processing and a background in neuroscience and data science, Abhi is constantly looking to translate academic research into real-world applications to improve the state of the art in enterprise conversational AI.

Manu Prasanna
Senior Conversational AI Strategist


Manu Prasanna is an experienced marketing and technology professional. At Avaamo, Manu ensures Avaamo products are aligned to market needs and the quality of the products are in alignment with company values. Previously at VMware, Manu was in charge of developing a next-generation Cloud Management Platform including Cloud Automation, Operations, and Business Management products. Manu was one of the key figures for the new tech releases from VMware. His passion for creating and distributing beneficial software services has allowed for exciting market trends and tech updates.

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