{"id":1675,"date":"2021-04-27T07:32:54","date_gmt":"2021-04-27T07:32:54","guid":{"rendered":"http:\/\/emandai.net\/blog\/?p=1675"},"modified":"2021-04-27T09:03:26","modified_gmt":"2021-04-27T09:03:26","slug":"why-does-chatbot-nlp-become-the-future-of-customer-service","status":"publish","type":"post","link":"https:\/\/emandai.net\/blog\/en\/why-does-chatbot-nlp-become-the-future-of-customer-service\/","title":{"rendered":"Why does Chatbot NLP become the future of Customer service?"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Chatbot is one of the most effective solutions to Customer service because of its incredible speed of growth. Due to the development of Artificial Intelligence, Chatbot is going to experience a greater period, the era of automatic service. And the appearance of NLP is an indispensable thing to meet the customer\u2019s demands.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to a survey of LivePerson, 89% of customers left positive comments after they had been supported by NLP. So, what is NLP? And why NLP is the future of Customer service? This post aims to answer these questions.<\/span><\/p>\n<div id=\"toc_container\" class=\"toc_white no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#What_is_Chatbot_NLP\"><span class=\"toc_number toc_depth_1\">1<\/span> What is Chatbot NLP?<\/a><\/li><li><a href=\"#How_does_Chatbot_NLP_work\"><span class=\"toc_number toc_depth_1\">2<\/span> How does Chatbot NLP work?<\/a><\/li><li><a href=\"#The_significant_feature_of_Chatbot_NLP_seen_as_the_future_of_customer_service\"><span class=\"toc_number toc_depth_1\">3<\/span> The significant feature of Chatbot NLP seen as the future of customer service.<\/a><ul><li><a href=\"#1_It_can_recognize_customers_intentions\"><span class=\"toc_number toc_depth_2\">3.1<\/span> 1. It can recognize customer\u2019s intentions.<\/a><\/li><li><a href=\"#2_Chatbot_NLP_can_extract_information\"><span class=\"toc_number toc_depth_2\">3.2<\/span> 2. Chatbot NLP can extract information.<\/a><\/li><li><a href=\"#3_Chatbot_can_manage_the_conversation_in_different_contexts\"><span class=\"toc_number toc_depth_2\">3.3<\/span> 3. Chatbot can manage the conversation in different contexts.<\/a><\/li><\/ul><\/li><\/ul><\/div>\n<h2><span id=\"What_is_Chatbot_NLP\"><b>What is Chatbot NLP?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Natural Language Processing (NLP) is a part of Artificial Intelligence allowing automatic systems to understand and handle the human natural language, this is also the foundation of Chatbot NLP. Interaction will be more than keypad actions, Chatbot NLP can even handle complex one by using multiple communication languages.<\/span><\/p>\n<h2><span id=\"How_does_Chatbot_NLP_work\"><b>How does Chatbot NLP work?<\/b><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When customers send messages via chatting platforms such as Facebook, Zalo\u2026 The Natural Language Processing would receive information and analyze them to get customer\u2019s intents. Then Chatbot would give suitable responses as it was trained. It can learn by using the chat history, this is a real resource providing algorithms to make Chatbot more and more smart in the future.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1680\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-hoat-dong-nhu-the-nao-300x88.jpg\" alt=\"\" width=\"700\" height=\"205\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-hoat-dong-nhu-the-nao-300x88.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-hoat-dong-nhu-the-nao-1024x300.jpg 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-hoat-dong-nhu-the-nao-768x225.jpg 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-hoat-dong-nhu-the-nao.jpg 1146w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<h2><span id=\"The_significant_feature_of_Chatbot_NLP_seen_as_the_future_of_customer_service\"><b>The significant feature of Chatbot NLP seen as the future of customer service.<\/b><\/span><\/h2>\n<h3><span id=\"1_It_can_recognize_customers_intentions\"><b style=\"font-size: 16px;\">1. It can recognize customer\u2019s intentions.<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The current logical Chatbot just helps users in communication by using a keypad or just gives available responses. But in the hectic life, it must be more convenient to meet the customer\u2019s demands. They not only want to choose the options of businesses but also show their wishes themselves. That is why Chatbot NLP is a better choice than the current one.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So why is Chatbot NLP better? It is because Chatbot NLP can easily know what its customers want no matter how they speak, no matter what accent they are using. This is truly an amazing way to make users comfortable and feel like they are talking with a real man. This is not everything Chatbot NLP can do, it also recognizes more than one intent in a sentence, this is based on a high level of algorithm.\u00a0<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1679\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-multiple-intent-da-y-dinh-300x204.jpg\" alt=\"\" width=\"700\" height=\"476\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-multiple-intent-da-y-dinh-300x204.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-multiple-intent-da-y-dinh-768x522.jpg 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-multiple-intent-da-y-dinh.jpg 792w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">For example, Vaybot &#8211; a chatbot of EM&amp;AI Virtual Agent. If a customer sends chatbot a message \u201cWhat are the conditions to create a new card? Is there any program?\u201d With these questions, chatbot would recognize 2 different intents of this customer: 1- Conditions of creating a new card; 2 &#8211; Information about discount programs. Then it gives 2 different responses for these 2 intents.<\/span><\/p>\n<h3><span id=\"2_Chatbot_NLP_can_extract_information\"><b>2. Chatbot NLP can extract information.<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It not only knows the customer&#8217;s wishes but also extracts beneficial information called \u201centity\u201d which is classified by groups to make its jobs better.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, if someone wants to know about borrowing money, Chatbot needs to know some information about them such as name, phone number, the amount of money that they want to borrow\u2026\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbot has the ability to recognize and classify the words in the texts because it was trained. This ability called Name Entity Recognition &#8211; NER, a part of NLP<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-1678\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/trich-xuat-thong-tin-tu-dong-300x21.jpg\" alt=\"\" width=\"700\" height=\"50\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/trich-xuat-thong-tin-tu-dong-300x21.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/trich-xuat-thong-tin-tu-dong-1024x73.jpg 1024w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/trich-xuat-thong-tin-tu-dong-768x55.jpg 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/trich-xuat-thong-tin-tu-dong.jpg 1154w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The below example is about consulting insurance chatbot produced by EM&amp;AI Virtual agent. It can recognize a complex sentence with more than an intent, this makes chatbot more natural in communication.<\/span><\/p>\n<figure id=\"attachment_1677\" aria-describedby=\"caption-attachment-1677\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1677\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-da-thuc-the-multiple-entities-300x268.jpg\" alt=\"\" width=\"700\" height=\"625\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-da-thuc-the-multiple-entities-300x268.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-nhan-dien-da-thuc-the-multiple-entities.jpg 588w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><figcaption id=\"caption-attachment-1677\" class=\"wp-caption-text\">Chatbot NLP recognizes more than one intent in a sentence<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Besides, EM&amp;AI Virtual agent has a great foundation using available entity systems can recognize information such as name, phone number, address\u2026 this is so important in making Bot\u2019s training process and information extraction easier.<\/span><\/p>\n<h3><span id=\"3_Chatbot_can_manage_the_conversation_in_different_contexts\"><b>3. Chatbot can manage the conversation in different contexts.<\/b><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Managing conversations is one of the most necessary functions in ensuring the productivity of customer experience. Chatbot NLP is trained in remembering contexts vividly and managing information in these contexts. This function allows Chatbot NLP to predict the next questions of customers so it can easily provide suitable answers. That is the reason why Chatbot NLP can handle some complex situations and make the communication coherent.\u00a0<\/span><\/p>\n<figure id=\"attachment_1676\" aria-describedby=\"caption-attachment-1676\" style=\"width: 700px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-1676\" src=\"http:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-quan-ly-ngu-canh-hoi-thoai-300x199.jpg\" alt=\"\" width=\"700\" height=\"464\" srcset=\"https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-quan-ly-ngu-canh-hoi-thoai-300x199.jpg 300w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-quan-ly-ngu-canh-hoi-thoai-768x509.jpg 768w, https:\/\/emandai.net\/blog\/wp-content\/uploads\/2021\/04\/chatbot-nlp-quan-ly-ngu-canh-hoi-thoai.jpg 792w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><figcaption id=\"caption-attachment-1676\" class=\"wp-caption-text\">Chatbot NLP manages context of the conversation<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Chatbot NLP can communicate like a real man, so it can easily handle all of the customer\u2019s demands and saves 80% of the working time of the operators then they can focus on more complex jobs. This also helps businesses in reducing the overload of customer service centers. So, we can see the importance of Chatbot NLP in making good relationships between businesses and customers and increasing the ability to compete in the future.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make your customer service greater by using <\/span><a href=\"https:\/\/emandai.net\/virtual-agent\/\"><b><i>Chatbot NLP produced by EM&amp;AI<\/i><\/b><\/a><span style=\"font-weight: 400;\">. If you want to know more about us and our products, please leave your information <a href=\"https:\/\/emandai.net\/\"><em><strong>here<\/strong><\/em><\/a>, we will contact you as soon as possible.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Chatbot is one of the most effective solutions to Customer service because of its incredible&#8230;<\/p>\n","protected":false},"author":1,"featured_media":1298,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[331],"tags":[437,447],"_links":{"self":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1675"}],"collection":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/comments?post=1675"}],"version-history":[{"count":6,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1675\/revisions"}],"predecessor-version":[{"id":1699,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/posts\/1675\/revisions\/1699"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media\/1298"}],"wp:attachment":[{"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/media?parent=1675"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/categories?post=1675"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/emandai.net\/blog\/wp-json\/wp\/v2\/tags?post=1675"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}