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Making Natural Language Processing Feasible with Artificial Intelligence - Plum Voice - ContactCenterWorld.com Blog

Making Natural Language Processing Feasible with Artificial Intelligence

In a past post, we discussed the technological and the financial challenges that go hand-in-hand with developing natural language processing (NLP) applications. While these challenges remain relevant, more recent developments mean it’s easier and less expensive to incorporate natural language processing into your voice channels.

Thanks to artificial intelligence (AI), companies can manage NLP apps more easily and for far less cost. They can do all of this by leveraging APIs for quick, easy access to AI engines. All these factors lower the entry barriers for companies interested in AI and NLP technology.

Enter AI

The big difference-maker here is artificial intelligence. Building and tuning grammars for NLP applications is one of the biggest drains on time and financial resources companies encounter with NLP. AI helps to mitigate that.

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AI is able to take natural language phrases and extrapolate from them to figure out what other terms and phrases could work to accomplish the same task. The phrase collection and curation processes are much simpler, too.

Using the AI engine, you can see what input the application collects from real users. These responses can be added or removed from the algorithm the application uses to determine caller intent at your discretion. The more information you feed the AI application, the more accurate it will be.

AI Drives Down Costs

Grammar tuning is one of the most expensive aspects of creating NLP applications. AI reduces the amount of work necessary to get effective results.

Although most companies aren’t looking to dump tens of millions of dollars into NLP applications, the cost to get a good solution that actually works is a barrier for many businesses. Depending on the system, companies can expect to pay $1–2 million per year maintaining grammars for a NLP app.

This isn’t to suggest that AI-powered NLP is cheap. There are still telecom charges and the cost of accessing the AI system. However, it can be far less expensive than the old way of doing thing. AI, therefore, lowers the bar for entry into improve voice channel communications by making NLP more affordable.

APIs - The Right Building Blocks

All of this begs the question, how does a company go about taking advantage of these new developments in relation to AI and NLP? The answer is by using APIs.

APIs aren’t new. But they are the building blocks of the modern digital age in a lot of ways. Thanks to APIs, AI engines (like IBM’s Watson) are exponentially more accessible.

Benefits of NLP and AI in Voice Communications

Providing better customer experiences over the phone is one of the main reasons why companies are interested in NLP. As the first point of contact for many customers, phone menus can be frustrating and time consuming. This doesn’t bode well for customer experience.

Therefore, getting customers to the right people or self-service applications quickly is important for reducing those frustration levels. An AI-powered call-routing application provides this functionality. Instead of sitting through a laundry list of phone tree options, callers can simply say what they want to do and be directed to the right place.

Recent studies suggest that AI-powered call-routing can help reduce call duration by up to 50% and improve contact center productivity by up to 20%. These types of improvements can have a significant effect on customer satisfaction and experience.

Here at Plum, we’ve developed an AI-powered call-routing app for our communications platform. It provides companies with an NLP option for their voice channels and offers an easy, convenient point of entry for AI technology.

To learn more about AI and voice communications, check out our AI offerings.

Source: https://www.plumvoice.com/resources/blog/natural-language-processing-artificial-intelligence/

Publish Date: February 8, 2018 5:00 AM


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eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

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eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

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FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

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Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

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Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

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ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

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Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 



View more from Plum Voice

Recent Blog Posts:
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Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service ProvidersJuly 12, 2018 5:00 AM
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