How Businesses Use NLP in Customer Support, Content, and Analysis

Natural Language Processing, or, NLP for short, is working away in the background and quite literally changing the future for businesses. This is soon to be the answer for things like customer support, content creation, and analysing big chunks of feedback.

You’ve probably already interacted with an NLP-powered chatbot without even realising it. These systems are so advanced that they aren't just reading scripts, they’re actually understanding the intent behind what you’re saying and then basing their response from that.

So when someone messages about a “late parcel” or says “where’s my order?”, NLP helps the system figure out that both mean the same thing and can provide the right answer without human involvement.

Support teams are also implementing  it behind the scenes to sort and tag incoming tickets. Instead of a person manually deciding if something’s urgent or what department it should go to, the AI can scan the message and get it to the right place in seconds.

The NLP can also pick up on anything that's complicated or emotional, and knows when to hand things over for a human response, so that customers feel heard when they need it most. 

Streamlining Content Creation

NLP is a dream come true for content teams. Thanks to its ability to write rough drafts of product descriptions, blogs, social media posts and so on, in a fraction of the time it would take to do it manually.