Through use cases such as chatbots, recommendation systems and customer relationship management, NLP and AI are playing an important role in enterprise customer service.
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The study of natural language processing has been around for more than 50 years, but only recently has it reached the level of accuracy needed to provide real value. From interactive chatbots that can automatically respond to human requests to voice assistants used in our daily life, the power of AI-enabled natural language processing (NLP) is improving the interactions between humans and machines.
NLP is broadly defined as the automatic manipulation of natural language, either in speech or text form, by software. NLP-enabled systems aim to understand human speech and typed language, interpret it in a form that machines can process, and respond back using human language forms rather than code. AI systems have greatly improved the accuracy and flexibility of NLP systems, enabling machines to communicate in hundreds of languages and across different application domains.
Many organizations are seeing the value of NLP, but none more than customer service. Customer service support centers and help desks are overloaded with requests. NLP systems aim to offload much of this work for routine and simple questions, leaving employees to focus on the more detailed and complicated tasks that require human interaction. From customer relationship management to product recommendations and routing support tickets, the benefits have been vast.
Customer service chatbots
For many organizations, chatbots are a valuable tool in their customer service department. By adding AI-powered chatbots to the customer service process, companies are seeing an overall improvement in customer loyalty and experience.
Chatbots are able to operate 24 hours a day and can address queries instantly without having customers wait in long queues or call back during business hours. Chatbots are also able to keep a consistently positive tone and handle many requests simultaneously without requiring breaks.
Additionally, chatbots can be trained to learn industry language and answer industry-specific questions. These additional benefits can have business implications like lower customer churn, less staff turnover and increased growth. […]
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