Technology advances with time, and gets better and convenient changing on an almost daily basis which at times becomes hard for businesses to continue growing with this pace of change!
The role of conversational AI is changing and so are the bots that power it. From answering simple queries to comprehending complex requests expect chatbots to be seen in every domain of modern enterprises. Conversational artificial intelligence (AI) refers to technologies, like chatbots or voice assistants, which users can talk to. They use large volumes of data, machine learning, and natural language processing to help imitate human interactions, recognizing speech and text inputs and translating their meanings across various languages
Conversational Chatbots are leveraging the power of conversational AI to improve their customer experience, and thereby increase the shareholder returns.
While an AI chatbot is the most popular form of conversational AI,
ChatBot customer service has been hyped as one of the most important customer experience solutions for businesses today.
An NLP chatbot offers greater possibilities of success, as it pays more attention to what each customer is trying to say.
What is NLP (Natural Language Processing) ?
Natural language processing (NLP) is a branch of artificial intelligence that allow computers to understand, interpret and manipulate human language. NLP extracts from many disciplines, including computer science and computational linguistics, in its pursuit to fill the breach between human communication and computer understanding.
NLP drives conversational support, converting customer voice queries to text queries, handling and answering the initial queries, insurance policies and claims. The field of NLP involves enabling computers to perform essential tasks with the natural languages humans use.
NLP ChatBot and conversational UI is the field of assessing that deals not with decoding the exact words of the clients rather interpreting out of it their actual intent. If the chat bot is the interface, NLP is the brain.
An NLP chatbot uses artificial intelligence to listen and interpret what a user says or types. The process is often more quick, easy and more effortless, and makes customers more accepting of self-service, rather than asking for instant help of a human agent.
Conversational UI ensures the bot’s responses are always relevant and the complete chatbot customer service interaction feels like a single conversation.
How chatbots can enhance customer experience using NLP?
The most direct application of NLP in AI is through chatbots. Chatbots are computer-generated AI programs that initiate and have conversations with customers; from helping them to choose a product or service for their needs by providing recommendations, provide support after sales, chatbots are capable of a lot of activities. Chatbots impart a thorough conversational experience. NLP chatbots have been capable of interpreting the inputs provided and lay out responses accordingly.
There are various reasons why your chatbot needs NLP:
- Zero waiting time
Customers do not like waiting to resolve their queries. NLP ChatBot provides the apparent benefit of giving instant responses to the demands of the customers. It also helps businesses to minimize customer costs as a result of the speeding up mechanism with a 24/7/365 customer service.
- Faster resolution
Chatbots store all information about various customer queries in a systematic manner. This examined data then enables the company with enough data on resolution of problems especially when it is accelerated.
- Costs optimization
Dependency on virtual agents has not just reduced costs but also optimised it.
- Reduction in agent transfers
A chatbot, enabled with NLP and automated routing, ensures that the process takes place accurately and instantly. Transferring the right query to the right agent between different categories and departments takes place at an immediate pace.
- Insightful business analytics and market research
NLP chatbots and software systems can led a profitable role in market research and analytics. Since we have more data at our disposal and to draw out insightful analytics of the data takes time and resources. NLP-based chatbot does the perfect job to make sense of raw information.
Technology has been leveraging NLP Chatbots to strengthen customer service experience to a great extent.
These customer support chatbots allow customers to get the accurate resolution without the wait time, answering customer questions and suggesting them to relevant resources and products at any hour, any day of the week.
Chatbots employing NLP is a natural enabler of the intelligent, intuitive applications that most of us use each day and let’s us transform the way that humans and computers communicate with each other. Powered by semantic and cognitive technologies, the future of natural language processing will be able to take great advantage on its potential for human-like understanding of speech and text through a variety of applications.
Check out Kapturechat to explore the best of conversational support