NLP – what is it and how can it grow your business?

NLP (Natural Language Processing) is one of the applications of machine learning. Every year, companies around the world invest more and more in solutions based on this form of artificial intelligence. 

Are you wondering why? The answer is simple – NLP has a great business potential.

Find out what benefits it can bring to your company by reading the following article.

What exactly is NLP?

NLP (Natural Language Processing) is a branch of artificial intelligence that deals with communication. This is a technology that you have already encountered – for example, using online translators or chatbots. 

The goal of NLP is to understand, process, and generate language just like a human. The recipient who interacts with an NLP-based system doesn’t have to realize that he/she is dealing with an algorithm.

You may also come across the term NLU – Natural Language Understanding. It is a subcategory of NLP that focuses on language comprehension.

How does NLP work?

Machine learning systems store words and the ways they come together just like any other form of data. Phrases or sentences are entered into ML engines, where they are processed based on grammar rules, language habits, or both. The system then uses this data to find certain patterns as well as predict potential new combinations.

Benefits of using NLP in business

NLP can be used in many areas of life or business. However, the most important thing is automation, which allows you to offer a better level of customer service, as well as save time and money.

This is possible due to the following factors:

Immediate answers or answer suggestions

Thanks to NLP technology, your customers can receive answers to their questions automatically. What is important, they are personalized. NLP enables the analysis of sentiment, i.e. understanding the recipient’s emotions.

Algorithms using NLP can interact with customers via chats, e-mails, and other forms on websites. They can also provide consultants with answer suggestions.

As a result, clients can forget about endless waiting for help, and the satisfaction with the level of customer service in your company grows.

User-Generated Content moderation 

We have already mentioned that natural language processing enables content analysis as well as correspondence with customers – through a variety of channels. However, you must know that systems using NLP are able to analyze any text placed in the digital world.

Example? One of the functions of AI Busters is to reply to comments on Google Play and the Apple Store.

Increasing the consultants job satisfaction

NLP creates the following opportunities:

  • Providing immediate answers to repetitive questions.
  • Classifying incoming messages and forwarding them to competent people or departments.
  • Creating response suggestions.

Of course, this is not all, but these functions already illustrate how much impact natural language processing can have on the functioning of customer service in organizations. It all results in the fact that employees have more time for more interesting tasks, as well as professional development. As a result, their job satisfaction increases and turnover is reduced.

Summary 

The AI ​​Busters automation engine uses NLP technology, which effectively automates processes in customer service departments, learning 24 hours a day. In fact, it can take over most of your consultants’ duties.

Thanks to it:

  • Analyzing a single message in your company will take less than 30 seconds.
  • The response time will increase up to 10 times.
  • Productivity of customer service employees will increase 5 times.

Find out more!

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