Natural Language Understanding

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How does the Natural Language Understanding work?

Step 1:

Step 1:

Tell us the reason for
your call

Step 2:

Step 2:

NLU uses Speech Recognition technology to understand your request.

Step 3:

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

Account Balance

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

Transaction Related

Transaction Related

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

Card Activation

Card Activation

“I want to activate my card.”

Online Access

Online Access

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

Statement Request

Statement Request

“Request for my statement.”
“I want my statement.”

Why Natural Language Understanding?

Helping You Solve Problems

Helping You Solve
Problems

We want to better identify your problems and provide you the best possible support.

Using Your Voice

Using
Your Voice

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

Anticipating your needs

Anticipating
your needs

We understand and anticipate your unique needs and preferences.

Get Help Your Way

Get Help
Your Way

We want to give you choices on how you’d like to get help, anytime anywhere.

Frequently Asked Questions

What is Natural Language Understanding (NLU)?

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What languages does NLU support?

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Will my accent impact NLU? Can I mix English, Bahasa Malaysia and Mandarin?

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Is there other contact center / bank in Malaysia with speech enabled IVR?

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Will I need to voice out my OTP/TPIN, Card Number and other verification information during the call?

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Do I need to speak in a specific way in order for the speech IVR to understand me?

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Can I still speak to a Citiphone Officer?

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What is Natural Language Understanding (NLU)?

Natural Language Understanding (NLU) allows you to use normal speech to navigate through the Interactive Voice Response (IVR) system.

What languages does NLU support?

Currently it’s available in English, Bahasa Malaysia and Mandarin.

Will my accent impact NLU? Can I mix English, Bahasa Malaysia and Mandarin?

Our system is designed for the Malaysian market and accent was taken into consideration carefully during the development. We support the English, Bahasa Malaysia and Mandarin languages and code switching may result in your request not being identified correctly.

Is there other contact center / bank in Malaysia with speech enabled IVR?

We are delighted to say that Citi is the first bank in Malaysia to launch this technology.

Will I need to voice out my OTP/TPIN, Card Number and other verification information during the call?

In order to better protect and safe guard your account, our system is designed to only accept critical information and verification process via phone keypad.

Do I need to speak in a specific way in order for the speech IVR to understand me?

State your enquiry in a clear and concise manner in a quiet environment to receive the right assistance. For example, you could say “check my recent credit card transactions”.

Can I still speak to a Citiphone Officer?

Yes, in cases where your enquiry requires assistance from our officers. However, the system can easily resolve simple enquiries such as balance, card activation, etc. in a more convenient way, rather than having you wait on the phone line for an officer.

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