As the CEO of a tech-based startup, I have to keep looking for innovative ways to enhance the user experience, customer support, and communication at all levels. I find Natural Language Processing (NLP) to be an invaluable tool for this.
For those who don’t know, NLP is the sub-field of artificial intelligence that focuses on enabling computer systems to understand and process human languages. Some of the common examples of NLP include automatic spell check, online search, spam filters, Autocomplete, and voice text messaging.
Why should businesses use NLP
Undoubtedly, human interaction is the driving force of all businesses, no matter whether it is a brick-and-mortar business or online business. Businesses have to communicate before, during, and after a sale that brings unlimited opportunities for NLP to step in and improve the way companies are operating.
Natural Language processing technology helps my team analyzing customers’ interactions and improve services based on that analysis. Let’s find out how can you incorporate NLP into your company’s curriculum.
Boost the Efficiency of Customer Support
Excellent customer service helps businesses create loyal customers who are willing to refer your services to friends and family. Still, most startups often overlook the importance of providing quality customer support, resulting in a higher churn rate.
According to a study, companies lose $75 billion due to customers switching as a result of inadequate support.
I suggest all the startups add a chatbot on their portals to automate the customer support system. Though chatbots are not new, NLP has increased its usefulness to the point that customer representatives no longer need to be the first point of communication. Chatbots help your users accessing knowledge bases, ordering a product or service, and managing accounts, and that in your absence.
Improve user experience
Online businesses can incorporate NLP technology into their website to enhance the user experience of visitors as well. NLP technologies such as autocomplete, spell check, and autocorrect in search bars make it easier for website visitors to find the information they are in search of.
Monitor and analyze feedback
Between contact forms, social media, and support tickets, customers always leave feedback about your service or product. It is quite time-consuming to monitor and analyze all the feedback manually. Fortunately, with the help of NLP, you can aggregate and make sense of all feedback. Based on that feedback, you can learn the customers’ feelings about your brand.
Remember, feedback analysis is quite crucial in creating a marketing strategy too. After all, it helps you know how a customer feels about your brand. Nowadays, NLP algorithms are capable enough to identify emotions such as happy, angry, sad. With NLP-enabled analysis tools, you can develop actionable strategies and make informed decisions.
Recruitment Process
Most businesses are not aware, but NLP is quite helpful in the hiring and recruitment process. By harnessing NLP, HR professionals can speed up the candidate search process by filtering out applicable resumes and creating gender-neutral job descriptions. NLP enabled software helps recruiters choose the candidates who are meeting their job requirements.
Final Thoughts
Although NLP is not wholly perfect yet as there is still room for improvement yet it is safe to say that you can use it plenty of ways. If you’re planning to speed up and upgrade your business operations, you must give this fantastic technology a try.