Customer experience is currently a crucial factor that sets today’s companies and enterprises apart in all industries. NLP, or Natural Language Processing, is the branch of artificial intelligence that is involved in the communication between computers and human language and is proving instrumental in enhancing customer service. Ranging from chatbots to customer sentiment analysis and customer customization, NLP is set to transform how companies interact with their customers. Through this blog, you will be reading about the various tools that help with the natural language process. So, let’s dive into the tech world.

Overview of NLP-Driven Chatbots

Customer service is one of the most active and well-known applications of natural language processing in the form of chatbots. The aforementioned virtual assistants employ NLP to handle customer inquiries and sometimes offer real-time responses to their customers at any time of the day. NLP-assisted chatbots are superior to rule-based text-based ones, which can only respond to a limited set of pre-defined sequences of answers to questions while handling the increased complexity of questions.

Here is an example: a customer may ask a chatbot, “I have an issue with my order?” instead of interacting from a list of choices. Most upscale companies have adopted AI chatbots with natural language processing that not only give customers solutions to their queries but also transfer cases to human customer service attendants with a view to handling cases that may require a more personal touch.

Tools and Techniques:

Now that you are familiar with the overview understanding the tools will be easy for you.

– Dialogflow (Google): With the help of this tool, companies are able to build conversational interfaces that are based on natural language processing, which are more human-like.

– IBM Watson Assistant: Watson Assistant is another product of IBM that has better natural language processing ability than many other platforms. Companies use Watson’s assistant to create better virtual conversational agents.

Sentiment Analysis: Customers’ Emotional Awareness

Customers’ complaints and suggestions are always informative; nonetheless, computing them by hand may be tiresome when data is large in volume. That is where sentiment analysis, which is facilitated by NLP, files in to play its role. Based on customer feedback in reviews, social media, and surveys, sentiment analysis can sort the actual mood as positive, negative, or nothing.

– MonkeyLearn: It is a no-code tool that helps organizations build their desired sentiment analysis model for customers’ feedback, reviews, and other information.
– Lexalytics: Lexalytics has been seen performing enhanced text analytics and sentiment analysis for large businesses to enable the determination of customers’ feelings.

Personalized Content: Maximizing Engagement with the Customer

NLP is not limited to supporting the customers’ inquiries, which are fundamental components; it also has a significant responsibility for content customization. Customers’ behavior, preferences, or previous experience with particular content enables the NLP system to provide each customer with customized content. This could be from recommending a product to a user, sending an email to that user, or running a marketing campaign targeting the specific user.

The concepts of Amazon and Netflix are two examples of the application of NLP in companies to provide individual, unique services to their clients. The same technique can be seen in Amazon, where the recommender system is based on NLP analysis of the frequency of search queries and previous browsing history to recommend products that are goods for purchase. Netflix relies on NLP and intends to analyze users’ multiple interactions with the application for the purpose of selecting TV shows and films to suggest.

Tools and Techniques:

– Persado: This tool employs NLP and machine learning to create specific marketing texts that are effective for every customer, increasing the level of interest and sales conversion.
– Acrolinx: It assists brands in generating coherent and individualized content since it evaluates the language and tone of the content it generates.

Running Down The Curtain

With the help of Natural Language Processing, companies are improving how they communicate with their clients by producing conversations that are both more helpful and less time-consuming. This also helps marketers understand consumers’ feelings about personalized content, which enhances engagement. If you are still in a dilemma and want to adopt NLP tools, then it would be best to connect with Nettyfy Technologies. We have the best experts who can offer intuitive and responsive solutions, leading you to ace the market.