DellNLP is a building block in the development of innovative applications across Dell Support Services. Multiple touchpoints across the customer journey have been modernized, such as automated issue identification, next best action recommendations to resolve customer issues, and identifying failure themes for improving quality assurance.
In continuing to modernize and digitalize the customer experience, the next priority is to enhance coverage to support both multimedia and multilingual data. Work is underway to expand the solution to process the top five non-English languages and voice data by 2022, and offer DellNLP as a cloud native service to Dell Technologies customers.
