How it works
NLU interprets the meaning of recognised words; ambiguous requests need clarification rather than a forced guess. Voice-based workflows help route service requests without requiring a person at every step. Their usefulness depends on clear prompts and a reliable route to human support.
Business example
A bot distinguishes a payment-status request from a plan-change request even when customers use different wording.
What to consider
Test silence, invalid input, menu depth, language choices and the caller experience when automation cannot resolve the request.