Anyone who works in the customer service arena has witnessed an explosion in the hype surrounding artificial intelligence (AI) and natural language processing (NLP). Why is this the case? Popular AI tools like chatbots use NLP (or, the ability to understand human language) to interact with customers on a more sophisticated level than the IVRs of old. There is no doubt that these contact center technologies will play an important role within the industry in the years and decades ahead. However, as the hype grows, and the bandwagon gets bigger, it’s easy to become confused.
Demystifying AI and NLP
Gartner predicts that within the next two years, 25% of customer service operations will be catered by forms of AI. NLP is at the heart of this, working to process and understand human language. This is vital for technology that is, among other things, programmed to answer frequently asked questions and enable customer self-service. While it is clear that AI and NLP are important tools for forward-thinking customer service executives, there is a lot of confusion surrounding the different uses of NLP and how the technology works.
It’s imperative that these technologies are clearly understood. If you’re uncertain about any of the above, you need to watch this conversation unfold, as subject-matter experts demystify both AI and NLP.