Natural Language Processing (NLP) promises to provide a friendly, alternative way for humans to interact with IT and business systems. Brian Evarts, who leads the development of Natural Language Processing at Unisys, explains the three ways that NLP improves the end user experience when getting help from the Service Desk. In doing so, he reveals the steps he takes to train AI to recognize the intent of a human utterance. He also looks into the future of NLP, predicting which combination of technologies will be required to provide the next level of human-like conversational ability. This episode is the first in a two part series on NLP.