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Natural Language Processing (NLP)

Definition

Natural Language Processing (NLP) is a field of artificial intelligence that focuses on the interaction between computers and humans through natural language. The ultimate objective of NLP is to read, decipher, understand, and make sense of the human language in a valuable way. In the context of customer support, NLP can be used to analyze customer feedback, understand customer queries in chatbots, and automate responses.

Importance

NLP is crucial in customer support as it allows for more efficient and effective communication with customers. It enables automation of customer service, leading to faster response times and 24/7 availability. It also helps in understanding customer sentiment and feedback, which can drive improvements in products or services.

Example

A practical example of NLP in customer support is the use of chatbots. When a customer types a query into a chatbot, NLP algorithms analyze the text, understand the customer’s intent, and provide an appropriate response. For instance, if a customer types ‘I can’t log in to my account’, the NLP-enabled chatbot can understand the issue and provide solutions like password reset link or direct the query to a human agent.

Best Practices

  1. Train your NLP models with industry-specific data for better accuracy. 2. Regularly update and retrain your models to accommodate evolving language and slang. 3. Use NLP in conjunction with human support for complex issues that require human judgement.