Hammond uses Natural Language Understanding (NLU) and intelligent, conversational-based routing to comprehend your customers. Hammond is powered by machine learning and gives customers self-service abilities first, leveraging sentiment analysis to move conversations to a live agent when needed. Agents benefit from real-time analysis to take critical information from customers and take immediate action. Gone are the days of customers having to 'Press 1' and go through multiple automated, frustrating prompts to reach the right department. Hammond can understand natural human language, whether written or spoken. Hammond Workflows integrate directly into Salesforce and Zendesk to allow for easy data lookups.