Using NLP for Automating and Improving Customer Service Interactions Through Chatbots and Virtual Assistants

Abstract

In customer-centric workplaces, the need for automated customer assistance systems has grown dramatically over the last several years. The development of natural language processing (NLP) has made it possible for conversational AI to understand natural language and automatically reply to consumer inquiries without the need for human participation. Consumers no longer need to communicate with human agents in order to receive timely responses from NLP chatbots. Unlike the robotic and impersonal experience that outdated answer bots are notorious for, natural language processing (NLP) chatbots provide users a better, more human experience. Additional advantages include improved lead creation, zero contact resolution, increased automation, and insightful feedback gathering. NLP in customer service lowers costs and frees up human agents to handle more complicated problems by offering a quick, round-the-clock response time and individualized contact.