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Keeping It Personal With Natural Language Processing

Tailor the Customer Experience With NLP

Why use natural language processing? Natural language processing can be used to teach and guide machines to analyze unstructured text at a scale and speed that humans simply cannot match. In turn, this allows humans to focus on more strategic, higher-level tasks that machines can’t do, like applying reason or employing creativity, including understanding the impact and implementing a viable action plan.

Customer interactions can take many forms−a phone call, an email, a social media message, a web chat or interaction with a chatbot−and these interactions help companies understand customer demand and external brand perspective. Modern NLP capabilities allow you to scale personalized customer experiences by determining their context and recommending an effective action quickly regardless of communication channel or native language.

Intelligent algorithms and NLP techniques can help quickly determine which actions to take by automatically identifying relationships and patterns in data that may have previously gone unnoticed. You can meet multiple customer needs at once by deploying NLP capabilities to analyze unstructured text, recommending next best offers and providing assistance in the form of a customer service chatbot. All of which can help you improve your customer retention and build brand loyalty.

NLP Facilitates the Decision-Making Process

Considering the status of unstructured text as the largest data source produced by people that vastly increases every day, text analytics should figure prominently in any organization’s strategy to harness the power of AI. Natural language processing transforms unstructured data to help find the information you need to make informed decisions. To get started with this process, make sure to determine and clearly articulate the objectives of your NLP application. To do this effectively, gather the technical and business users to identify the key terms and reporting requirements that are needed for productive decision making. From there, you can identify the data sources, the type of information you are gathering and the rate at which the data needs to be analyzed. This provides a strong foundation for you to get started with natural language processing.

Look at your organization and consider the unstructured text or audio data you gather and the possible revelations it may hold. That data reflects the voices of those you serve and holds the potential to help you deliver better experiences, improve quality of care and enrich human engagement. There are powerful stories to be told from your unstructured text data. And the best way for you to find them is with natural language processing.

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