Natural Language Processing: How this innovative technology is mimicking human level of intelligence in understanding human languages

Natural Language Processing: How this innovative technology is mimicking human level of intelligence in understanding human languages

Tracing back to the early stage of human race where only hand gestures were used to communicate, we have come a long way where we now interact with computers, almost every day. Thanks to the significant rise of AI and ML technologies that help facilitate a seamless interaction between a human being and a machine.

NLP is a type of Artificial Intelligence that provides machines the capability of reading, understanding and interpreting the meaning from human languages. For instance, Amazon’s Alexa understands what we say and knows how to respond . Interestingly, Gartner predicts that 30% of our interactions with technology would be through “conversations” with smart machines.

By implementing NLP, businesses can organize their large amounts of unstructured data, like emails, social media conversations, online chat conversations, etc. to gain insights and take valuable business decisions.  

A few of the common NLP applications that we use in our daily life:

• Sentiment Analysis
• Chatbots
• Virtual Assistants
• Auto correct
• Speech recognition
• Text analysis
• Intent classification
• Market Intelligence

Let’s dive deep into AI chatbots, one of the most commonly used NLP applications.

NLP in chatbots

AI-powered chatbots is still a hot topic in today’s competitive world. It is estimated that the global chatbot market is expected to reach 1.25 billion dollars by 2025, Adding to that, the race for digital transformation after the pandemic has already caused a surge.

With the potential to provide exceptional customer service, enhance engagement, achieve growth and increase sales, brands across all the industries find chatbots imperative to their business. According to an IBM study in 2017, 52% customers have hung up on customer support lines just because they didn’t want to wait for an agent. At the same time, it’s frustrating even for live agents to handle irate customers and solve repetitive problems all day long. But AI-powered bots can handle nearly 80% of routine or the Tier I question smartly.

Apart from customer service, chatbots are useful for HR and IT service desks in streamlining and automating workflows so that agents can save time to focus on much higher complex tasks.

Why your chatbot needs NLP

Imagine on a website who likes to click answers from a boring, defined set of menu options? We like to express our concerns, our thoughts or what we want to say. Instead, think how interesting would that be if you were to converse with a bot that identifies your sentiment, reacts to it with emojis, and chats with you in a very casual tone just like how your friend does.

How NLP works in chatbot?

NLP is at the core of chatbot architecture without which they add no value. When you type “Hi”, the bot recognizes it as a standard greeting and leverages the AI capability to give a response. It understands the user’s message, parses and converts it into structured data that computers can interpret. A message is not treated as a set of symbols but the hierarchical structure of language – words, phrases, sentences and coherent ideas is analysed.

With the pre-programmed or acquired knowledge, NLP decodes the segments of the sentence and extracts the intent and entity of the message. “Intent” is the goal of the message and “entity” is something that modifies the intent.

For example, in a statement “What is the weather in New York”? the intent of the user is to know the weather. Intents are often a verb or a noun. Here, the entity is “New York” i.e., the “place” Entities are often place, time, or objects.

Without NLP, bots cannot understand the difference between a “Hi” and a “Goodbye”. It is the NLP that provides the input text’s meaning and context for the bot to respond.

Chatbots mimic the different functions of the human brain like learning, reasoning, interacting, understanding and perceiving.

Learning: Chatbots evolve over time, that is, they are capable of accepting user “corrections” and improve response

Reasoning: NLP provides the ability to “read” and parse natural sentences

Interacting: They memorize and recall every single back and forth conversation and can learn to respond from human agents.

Understanding: Chatbots are smart to know what the user’s is intending to ask or know, even if their language is not phrased rightly

Perceiving: Bots that are good at intent recognition can also be trained to answer simple FAQs so that agents can denote time for complex queries.

Final thoughts

NLP has changed the way we interact with computers and it will continue do so in the years to come. For businesses, NLP will continue to be more effective in providing customers a better, engaging and personalized experience.

Let’s understand how NLP can add more human touch to your chatbot. Get the ebook now! https://bit.ly/3bURb5b https://botomation.ai/insights/ebooks/natural-language-processing

Empower your employees through Tryvium Desk

All you Need to know and how we can help you build it.

We are fighting battles everyday, trying to develop the business, beat the competition and sometimes even trying to survive. If your technology is not supporting your business and your customer needs, then you are on the backfoot.

Sensiple along with Microsoft empowers your organization and accelerates Agent & Customers experience as the Modern/Digital workspace continue to evolve. We continue to accelerate employees work environment to create an agile, high performing & Empowered workforce.

“Take care of your employees and they will take care of your business. It’s as simple as that. Healthy, engaged employees are your top competitive advantage.” – Richard Branson

Some of the key challenges faced by larger enterprises in service management.

Lack of Omnichannel Experience

The omnichannel movement is everywhere. As many as 45 percent of organizations taking an omnichannel approach saw an increase in average business and experienced increase in loyal customers.

Omnichannel allows users to experience consistency over traditional channels. Users can move from one channel of engagement to another without any interruptions. Omnichannel approach means a seamless journey of continuity, from the first touch point of support till resolution of service and beyond.

Numerous Requests, Recurring issues, Long resolution times

Phone calls are especially time consuming, especially with numerous requests recurring & unresolved issues., they flood the queues quickly and sometimes take a long time to resolve. there are a variety of common issues that the help desk has to deal with regularly, which means a lot of time is wasted doing repetitive task. Common issues like password resets take up to 50% of the helpdesk volume.

Lack of Multilingual Capabilities

In an era of globalization, business continue to grow and expand internationally. Providing multilingual support to global users can be really challenging. Ultimately, hiring regional agents isn’t a practical solution for any service management.

Analytics & Data Visualization 

According to a recent survey over 55% of the organizations are dissatisfied with their data Analytical capabilities. These days there are more data to gather and metrics to capture for a better customer experience and Agents productivity. Failing to measure them correctly would end up in jeopardy. Better Metrics & analytics means better decision making.

Customer Context/Personalized Customer experience

Customer always expect your Support desk agents to “know who they are, what they are calling about, and have insights about their previous contact history. In short, they want a informed and personalized service.

Intelligent Routing

In a recent survey 95 % of the companies are randomly routing customer calls either to the First available agent or Longest available agent.  In the current economy, it is all about user experience and there is no room for random.

This is where Intelligent routing comes into the picture to create a new type of user experience. Intelligent routing provides frictionless user experience by routing issues/queries to the right agents in the first attempt. Routing can be configured in many ways according to the user’s needs like Skill based routing, Priority routing, off business hours routing and so on.

All-In-One Solution

A common issue that most of the organization face is, employees spend most of their time trying to toggle between Tools & information which results in Long chat queue time and frequent chat disconnections ending up in rigid end user experience.

We do things differently, and focus on transforming Employee empowerment in their workplace. Happy Employees, Happy customers and Happy business. To know more download our ebook or request for a demo

How cognitive chatbots provide supreme customer experience and transform service desk interactions

Artificial Intelligence (AI) and Machine Learning (ML) is no more a fairy-tale ,we see them everywhere around us. Right from helping us to know the delivery time of our ordered food, suggesting friends on social media, recommending products on e-commerce sites, to our very own personal assistants like Siri, Cortana, etc., AI has managed to influence our daily lives immensely.

Now, AI is taking a centre stage in creating customer experience strategies. By leveraging cognitive technologies, organizations can gain insights from various touchpoints to improve customer interactions and make a valuable business decision, in addition, get insights on customer buying behaviour’s and preferences in real-time.

How leveraging AI can transform your service desk

IT service desk has become an indispensable component of business success. In every organization, it is the service desk that is flooded with support requests like installation of printer, slow browser, upgrade for a new version software, password reset, and a whole lot of things. With the latest technology developments, IT technicians and administrators face the pressure to stay ahead of the curve, communicate effectively, and deliver efficient services to every end-user while being within the company’s budgets.

Is AI only the future of Service desk?

Besides personal lives, AI has already started revolutionizing the work environment, and the Service Desk is no exception. There are many hysteric conspiracy theories on AI overpowering human intelligence and beyond. But in reality, AI only assists humans at a better pace. With every new technology, there is a loss of roles to some extent, but at the same time, new opportunities emerges, and new jobs are being created. AI Service Desk only frees employees from doing monotonous, repetitive tasks, and does not replace their roles. So that employees can spend more time and expertise in offering better customer experience.

AI chatbots for service desk empower your agents to select the right channel and engage with the customers in the best possible way. Your internal customers often complain about:

• Lack of immediate response
• Services offered are not appropriate
• Not easily available to solve even simple problems
• Challenging to follow instructions to resolve while working in remote
• Clueless on the issue that was reported earlier

With AI-powered chatbots, your IT desk can take better control of the workflow, reduce delays, eliminate repetitive tasks. While working in unison with the chatbot, it fosters increased customer trust and becomes a “closed-loop” virtuous circle” of learning and trust.

Tryvium Service Desk powered by AI and ML capabilities, which can be integrated with ITSM, HRIS, and CRM offers a highly personalized, seamless customer experience. With Tryvium, you can deliver intelligent interactions, connect customers with the right agents, and improve resolution times.

To know more on how cognitive chatbots provide supreme customer experience and transform service desk interactions, please download our ebook https://bit.ly/3kfVSta

AI capability can reduce 60% efforts of HR Teams

Undoubtedly, there is an unexpected growth of artificial intelligence in the recent times. At the moment, AI and automation have become complimentary. They are gradually taking control over all industries you can ever think of, a gamechanger for almost all the departments, and automating every departmental activity.

Artificial or Machine intelligence have replaced a lot of manually done tasks while imitating human behavior simultaneously. The idea of AI & Automation has reached new heights.

Can you imagine half of us don’t even tap to call, in fact we just talk to the phone to place calls. the user interaction keeps evolving. The same real life transformation is trending at every enterprise grade now, that’s remarkable!!

The effect of AI is so clear and so rapid; it’s really difficult to ignore them. However, by incorporating and leveraging AI capability, you can still minimize the manual efforts by as much as 60%, be it HR or any other department.

Automation Is Prevailing Everywhere

Automation is nothing but the use of mechanized or electric processes to perform tasks without much interference by humans.

AI-led automation is all-pervading, and its impact on HR activity is now on the rise, but some of you are merely aware of this development.

There’s absolutely no doubt that an AI-assisted future is on the way. Surveys predicts that 60% efforts of HR teams will be reduced by the help of AI. Request a demo

Source: Sensiple blog