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September 5, 2018 • 2 minute read

How Natural Language Processing Improves Customer Care

There are many who would say that Natural Language Processing is experiencing something of a revolution right now. Across various industries, a number of advances — including new machine learning technologies — are coming out that support further advancement of existing artificial intelligence technologies. But what is Natural Language Processing — and, more importantly, what are the ways in which Natural Language Processing improves customer care?

What is Natural Language Processing?

As we have covered in detail in the past, Natural Language Processing (NLP) is an umbrella term which covers Natural Language Understanding (NLU), Natural Language Generation (NLG) and Dialogue Management. Because the human language is extremely complex, words can mean different things in different contexts. NLP enables an IVA to make sense of a customer’s language and recognize his or her intent, and produce a response.

How does NLP Impact Customer Care?

In today’s world, your customers aren’t always sitting in a quiet room when they reach out to you. Sometimes they’re in a noisy coffee shop or in transit. How does your automated customer care solution know to filter out background noise in order to truly understand your customer’s intent?

This is where advances in machine learning and NLP come in. These underlying technologies are what make AI-powered technologies such as Intelligent Virtual Assistants so accurate — so that your customers can be easily understood without needing to repeat themselves.

Watch this short video to hear Interactions Jay Wilpon, SVP of Natural Language Research, explain how these technologies have the ability to dramatically improve the customer experience.


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