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What is Natural Language Call Steering (NLCS) and Why Are We Introducing It?

What is Natural Language Call Steering (NLCS) and Why Are We Introducing It?

NLCS is a function we are introducing to our Ulster Bank Telephony services.  You will be asked to state how we can help you rather than use the push button functionality of the old IVR system. Based on what you say, NLCS will route the call appropriately once you've been ID’d – this will either be into the self-service options, or to the right colleague.