A branch of artificial intelligence which uses software to process human language in the way it is “naturally” spoken by people, (i.e. understanding conversation and sentences, rather than just key words or phrases used in many call centre menus).

 As the intelligence improves, it can begin to formulate more intuitive and relevant answers to queries. Natural Language Processing, is an active listening tool which helps Human Resources teams to analyse employees social media content in order to undercover areas of interest, identify talent and potential, track behaviour trends and identify competence.