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 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.