4 Reasons Why You Need an NLP Chatbot For Your Business

When browsing through a website or launching an app to shop for our favorite things, we are often met with little chat boxes that offer assistance by asking “How can I help you?”. Or if you wish to plan to complain about your food delivery app, you are met with automated messages that respond to your grievance. Such interactions are the finest examples of how Artificial Intelligence has come to shape our communication systems and channels. This significant advancement in technology has been designed to provide users with seamless interactions with the business, which also enhances UX. While a chatbot is computer programming, it provides an interactive experience that is life-like. So when you interact with voice recognition devices like Google Assistant or Siri, you feel like you are conversing with a human. But what makes the user interface so precise and realistic?

Natural Language Processing (NLP)

Chatbots function through Natural Language Processing (NLP)-- it is that component of Artificial Intelligence that allows chatbots to understand how humans interact, so that it can analyze client queries and respond with pre-fed answers in a manner that they are perceived to be personalised. In other words, NLP is the part of AI that enables a human-like touch in chatbot conversations. NLP has further two processes that enhance the functionality of a chatbot: Natural Language Understanding (NLU) and Natural Language Generation (NLG). NLU comprehends and analyzes conversations generated by humans, and NLG converts codes into responses for their queries.

An NLP chatbot can prove to be greatly beneficial for a business, whether it is a startup or an MNC. Based on a deep understanding of human behaviour and response, an NLP chatbot can use AI to identify a client’s concern to provide a valuable solution to them. AI chatbots develop a channel of their own to provide a customized experience to clients-- thus enhancing user experience.

How Can my Business Benefit from NLP Chatbots?

While an NLP chatbot can boost customer satisfaction, it also gives them a sense of contentment that their query is being understood and addressed promptly. For a business, a chatbot can help achieve goals and overcome challenges when facing issues in a customer-first approach. Here are 4 reasons why you must consider an NLP chatbot for your business:

• NLP Enables Natural Interaction

In contrast to its anticipation, a Natural Language Processing chatbot can perform in B2C communication channels similar to providing human expressions with equal complexity and intent. A chatbot trained within the structures of NLP can well understand various languages and semantics, structures and idioms. Building on the premise of NLP, a chatbot can very well decipher human expression. This makes customers appreciative of the responses for they are not robotic.

• NLP Chatbots are Time Efficient

According to a recent study in 2020, customers tend to be the most frustrated when their queries are not addressed on time. Customers seek quick answers to their questions and naturally, a human agent may not be able to cater to such redressals and queries 24/7. However, chatbots provide prompt answers and assistance. When boosted with Natural Language Processing, they interpret messages faster than human agents and respond in an instant.

• Reduced Transfers to Agents

When chatbots cater to queries immediately and enhance experience by sharing product images, explanatory videos and help the client map through the query, such responses build customer trust and loyalty. While this reduces retention rates, it also decreases the rate of agent transfers. As a result, a chatbot helps increase agent efficiency.

• Works with Precision

When built with NLP, an AI chatbot can effectively reduce false positive outcomes and provide accurate responses to client queries. Chatbots powered with NLP reduce the scope of such errors in response, and understand the intent of the customer to provide precise responses integrated in the system. 

Getting Started with an NLP Chatbot

To strengthen relations with existing customers and attract more prospects, an NLP chatbot can be a great investment for a business. Yellow.ai can help your business take a greater stage by implementing AI to increase CX. Our automation initiatives in NLP chatbots are also available to personalize in many languages including Thai, Vietnamese, Urdu, Chinese and many more. Visit our website to request a demo today.