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Why manipulate digital text, and why concepts?

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Why manipulate digital text, and why concepts?

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If accurately and automatically responding to an e-mail or a web form inquiry means that a customer service representative will receive one less call, then your costs have come down. Accurately reacting to digital text structured in natural language must involve concepts since they are the sole reason of communication. Communicating words is not what communication is all about, but using words to communicate concepts is what humans do best.

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