What is Natural Language Understanding (NLU)?
View answer >
How does the Natural Language Understanding work?

Step 1:
Tell us the reason for
your call

Step 2:
NLU uses Speech Recognition technology to understand your request.

Step 3:
You get the answer you need!
Simplify your requests using Speech Recognition
Here are some examples on what you can say when you call us:

Account Balance
“What is my account balance?”
“Check my credit card balance.”

Transaction Related
“Check my card transaction.”
“What’s my latest transaction?”

Card Activation
“I want to activate my card.”

Online Access
“My online access is blocked”
“Can’t login into my mobile app.”

Statement Request
“Request for my statement.”
“I want my statement.”
Why Natural Language Understanding?

Helping You Solve
Problems
We want to better identify your problems and provide you the best possible support.

Using
Your Voice
Make calling us so natural, and you can still get the results you want.

Anticipating
your needs
We understand and anticipate your unique needs and preferences.

Get Help
Your Way
We want to give you choices on how you’d like to get help, anytime anywhere.
What languages does NLU support?
View answer >Will my accent impact NLU? Can I mix English, Bahasa Malaysia and Mandarin?
View answer >Is there other contact center / bank in Malaysia with speech enabled IVR?
View answer >Will I need to voice out my OTP/TPIN, Card Number and other verification information during the call?
View answer >Do I need to speak in a specific way in order for the speech IVR to understand me?
View answer >Can I still speak to a Citiphone Officer?
View answer >