Natural language processing (NLP) is useful for many reasons, from customer service and conversation analysis through to ordering and review systems. If you currently use a chatbot to interact with customers or stakeholders, NLP is a highly valuable addition to your arsenal.
NLP enables more natural conversations, more efficient operations, reduced costs, higher customer satisfaction, and improved analysis. Creating an NLP chatbot or adding NLP capabilities to your existing chatbot is easier than ever before, with the advantages vastly outweighing the associated costs.
Let’s take a look at five key reasons why your chatbot needs NLP.
Enable Natural Conversations
Chatbots have a hard time making sense of human language, which is full of complex patterns, structural conventions, and strange idioms. Before a chatbot can add real value to a conversation, it needs to understand the meaning of individual words and comprehend their context within the conversation. A number of techniques are used to enable this process, with machine learning augmented with fundamental meaning to form the basis of NLP.
NLP utilizes both machine learning and fundamental meaning in order to maximize useful outcomes and enable natural conversations. NLP chatbots can understand language and speech structures, track morphemes across languages, and even interpret language idioms and slang to derive meaning. While many software solutions rely on machine learning alone, the inclusion of fundamental meaning can help to make the process more cohesive and efficient.
Allocate Human Resources Effectively
Depending on the application, chatbots can be used for long flowing conversations or simple repeated operations. While real value normally lies between these two extremes, chatbot technology seems tailor-made for repetitive tasks. Along with natural conversations, chatbots trained with NLP are particularly good at doing the little things so that human operators can focus on mission-critical tasks.
Regardless of your business structure or industry sector, mindless repetition forms the basis of many day-to-day operations. From customer service through to invoice processing, NLP chatbots dramatically decrease the human effort needed for manual and repetitive tasks. Not only does this improve operational efficiency, it allows you to grow your business over time by allocating valuable human resources more effectively.
Reduce Costs And Inefficiencies
Running a successful business is about reducing costs wherever you can. While everyone wants to increase the amount of money coming into their business, streamlining your existing operation by improving overall efficiency can do wonders for your profit sheet.
NLP-trained chatbots can help you to dramatically reduce costs associated with manual and repetitive tasks. While opportunities for savings are already there, businesses will benefit even more in the future as machine learning improves chatbot capacity and people become more accustomed to dealing with machines.
Improve Customer Satisfaction
First and foremost, chatbots can address multiple customers simultaneously, which means no waiting time and no frustrated customers. This fact alone can make a huge difference to your business, with bottlenecks and inefficiencies a major source of lost business.
Secondly, NLP trains chatbots to understand, analyze, and prioritize user questions based on intent and context. This allows chatbots to respond to customer queries faster than a human being, which helps to build trust and create value over time. While some people will always prefer human contact, this will change over time as NLP makes key advances.
Benefit From Market Research And Analysis
NLP chatbots and software systems can perform a valuable role in market research and analytics. While we have more data at our disposal than ever before, making sense of so much information takes time and resources. From social media comments and customer reviews through to internal and external search queries, mapping information and making sense of raw information is the perfect job for an NLP-based chatbot.