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NLP (Natural Language Processing)

Natural Language Processing (NLP) is a vital element within the field of AI chatbots,  playing a key role in their capacity to understand and respond to human language. NLP provides chatbots with the ability to grasp the complexities of language, covering syntax, semantics, and context. 

NLP has become an essential component within the recent and rapid advances in the development of Conversational AI. In previous articles, we have described the different technologies that come into play when it comes to making AI Chatbots truly intelligent conversationalists, the most important being:

• Machine Learning (ML), which empowers AI Chatbots to learn from user interactions, analysing patterns and adjusting responses for more accurate and contextually relevant answers. 
• Deep Learning (DL), allowing Conversational Bots to understand intricate patterns within user interactions by leveraging neural networks, resulting in higher accuracy and the ability to capture subtle nuances. This results in more refined and natural conversational experiences.
• Natural Language Understanding (NLU), which involves understanding not only the literal meaning of words but also considering the context in which they are used, and enables chatbots to discern user intents, grasp implications, and provide more relevant, context-aware, and human-like responses.

However, one can argue that NLP is not only the foundation for all of these to be possible but also the cornerstone of several other functionalities that contribute to enhancing what AI Chatbots are capable of doing; or, in other words, what queries they are able to address and how. More on this later.

Through advanced algorithms, AI chatbots employing NLP can interpret user input, discern the underlying intent, and extract relevant information from the conversation. This technology goes beyond simple keyword recognition, enabling chatbots to engage in more sophisticated and contextually aware conversations. 

NLP is instrumental in bridging the gap between machine and human communication, allowing chatbots to not only recognize explicit commands but also grasp the subtleties and nuances inherent in natural language. The integration of NLP into AI chatbots contributes significantly to their effectiveness in delivering personalised and meaningful interactions, ultimately enhancing the overall user experience.

But how exactly does NLP work? Let’s go through it in the next section.

How does NLP work?

As you may know, the discipline of Natural Language Processing, or the problem of whether and how we can make machines that can understand and use human language in an intelligent way, is almost as old as the question of Artificial Intelligence.

It all dates back to the 50s, when Alan Turing, usually acknowledged as the “father” of Artificial Intelligence as a field, proposed a thought experiment known as “the Turing test”.In essence, the test entails a machine demonstrating intelligence if it can engage in a coherent conversation with a human to the extent that the human cannot discern whether they are interacting with a machine. 

The Turing test serves as a benchmark to assess a machine’s intelligence: if a machine is proficient enough at keeping a conversation with a human and at making the human think that they’re talking to another human rather than, for example, a computer program, then that machine can be considered to be intelligent.

Soon enough after Turing proposed his test, several attempts were made at creating a computer program that was able to hold conversations with human users in a convincing, intelligent way. One example is ELIZA, one of the first chatbots in history, which was programmed in the 60s to simulate conversations between psychotherapists and their patients. 

However, until the 1980s, the majority of natural language processing systems relied on intricate sets of manually crafted rules. But things changed a lot in the late 1980s when machine learning algorithms designed for understanding language were introduced, revolutionising Natural Language Processing.

Today, the most advanced NLP programs leverage deep learning models, such as Recurrent Neural Networks (RNNs) and transformers. 

RNNs work as language processors that read a text one word at a time, maintaining a memory of the words it has encountered so far. This memory helps it understand the context of the language, making connections between words as it goes along. 

Transformers, on the other hand, process the entire piece of text at once. They don’t read word by word; instead, they analyse the entire context simultaneously. Transformers are effective at understanding both local and global relationships in language, allowing them to capture information from different parts of the text more efficiently than RNNs.

Pre-training and fine-tuning are integral steps in neural NLP. Models are first pre-trained on vast amounts of unlabeled data, learning the underlying structures and representations of language. Transfer learning is then employed by fine-tuning these pre-trained models on smaller, task-specific datasets, tailoring them for specific applications. This approach allows neural NLP models to benefit from the generalisation power gained during pre-training while adapting to specific language tasks.

Some specific applications or functionalities that fall under the broader category of NLP are:

Automatic Speech Recognition (ASR)

Automatic Speech Recognition, also known as ASR, is a fundamental process that entails the conversion of spoken language into text, playing a pivotal role in speech analysis. This technology involves accurately transcribing spoken words into written form, facilitating further computational understanding. 

A key subprocess of ASR is known as speech tagging. This specialised step enables computers to dissect spoken language, incorporating essential contextual elements such as accents or other attributes inherent in speech. Speech tagging adds a layer of depth to the analysis, enhancing the system’s ability to interpret and process spoken input with greater accuracy and nuance.

Word Sense Disambiguation

Within human speech, a single word often carries multiple meanings. Word sense disambiguation is a semantic analysis process designed to choose the most fitting interpretation for a word depending on its context. This technique proves particularly useful in discerning whether a word operates as a verb or a pronoun, enhancing precision in language understanding.

Named Entity Recognition

Named Entity Recognition (NER) distinguishes words and phrases by categorising them as specific entities, such as identifying “James” as a person’s name or “United Kingdom” as the name of a country.

Sentiment Analysis

Sentiment analysis involves analysing text data to determine the emotional tone expressed, typically classifying it as positive, negative, or neutral. Using natural language processing and machine learning, sentiment analysis gauges the subjective sentiment within written content, providing insights into opinions, attitudes, or emotions conveyed in the text. 

Hopefully, by now you’ll have a better understanding of what NLP is and what it means in the context of Conversational AI. Now, let’s move on to a more practical side of the question: what does NLP mean for businesses?

What does NLP mean for businesses?

Essentially, advanced NLP allows Chatbots to interact with humans in a more intelligent way. This means that they’re able to understand human queries better and give more relevant, helpful, and convincing answers.

This is especially important for businesses that use AI Chatbots as a part of their Customer Experience processes. AI Chatbots can automate CX operations and enhance efficiencies in multiple areas involving written conversations with customers. Let’s see some examples:

Customer Service

Chatbots are commonly used for customer service automation, but simple scripted chatbots often lead to a preference for live agents. Advanced AI chatbots, like Connex One’s Athena, leverage Deep Learning and Machine Learning to handle routine inquiries and anticipate future conversations.

Lead Generation

Chatbots assist in lead assessment, engaging users with interactive conversations to gather information and qualify leads based on predefined criteria. This streamlines the sales process, enhances efficiency, and offers real-time assistance tailored to individual user interests.

Appointment Scheduling

Chatbots streamline appointment scheduling by engaging users in natural language conversations, understanding preferences, and providing real-time options. With 24/7 availability, they contribute to enhanced customer satisfaction and operational efficiency.

Feedback Collection

Chatbots play a pivotal role in gathering customer feedback through tailored questions and interactive dialogues. Automated tools like Flow from Connex One schedule chatbot prompts to gather real-time feedback, enabling businesses to implement data-driven strategies for continuous improvement and positive customer relations.

However, that’s not all.

Just some lines above, we have mentioned some specific applications made possible by the most advanced types of NLP models. Especially Entity Recognition, ASR, and Sentiment Analysis can be especially beneficial for businesses when it comes to processes that go beyond Chatbot accuracy and sophistication. 

Sentiment Analysis, for example, can assess customers’ emotions during conversations by analysing tone, vocabulary, rhythm, and inflection. This technology offers real-time insights into both customer mood and agent performance, empowering customer service departments to understand team performances better. This data facilitates targeted coaching sessions to enhance agent skills, leading to improved customer satisfaction and loyalty. Sentiment Analysis contributes to creating a more empathetic and responsive customer service environment, aligning with the goal of delivering exceptional experiences.

Entity Recognition is also extremely useful to detect entities mentioned in conversations with customers, like company names, brands, or products. Real-time detection enables businesses to quickly assess the frequency of these mentions. The gathered data is vital for determining the relevance of entities to the business and organising them for future reporting.

Finally, Automatic Speech Recognition can also be extremely beneficial for business operations involving conversations with customers. It can be used for call transcription, allowing customer service managers to keep a written record of customer calls. In the realm of customer service, it can also be used to deploy intelligent ASR IVRs (Interactive Voice Response) menus. These sophisticated systems empower customers to engage with businesses using voice commands, eliminating the reliance on traditional menu-driven IVR systems. By incorporating AI, IVRs intelligently direct calls to the most suitable department or agent, minimising wait times and elevating the overall customer experience. Furthermore, AI-driven IVRs effectively handle routine inquiries and execute basic tasks like bill payments or order tracking autonomously, without the need for human intervention.

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