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      "text": "Progress in natural language processing (NLP) technologies, as noted in Section 6.2, has transformed present-day IVR systems, which now invite you simply to state your request in your own words.",
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      "text": "their need. Generally, a frustrating experience, first, you are offered a limited set of options, none of which seems quite right. You listen with excruciating attention to make the best choice and to avoid having to hang up, call back, and start all over again.",
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