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Natural Language Processing (NLP) – What exactly is it?

vijay purohit

Natural Language Processing or NLP is a concept based on deep-learning that enables computers to make sense of human language and gather meaning from inputs given by users. In the context of chatbots, NLP plays a key role in assessing the intent of the query asked by the users, followed by creating appropriate responses based on a contextual analysis similar to that in human interaction.

With NLP, you can appropriately train your chatbot on the different interactions it will go through to allow it to streamline the responses as per the intent of the query.

Here, training the chatbot means creating a repository of phrases which have the same intent/meaning and helping the chatbot identify the intent from the question. The aim here is to give your chatbot enough references, allowing it to interpret and answer questions and commands in a more accurate manner.

Let’s understand this better with an example.

Suppose a user wants to know about the availability of the different colors available for a product. There are many different ways of asking this question such as –

  • Are there other colors available?
  • Do you have it in white color?
  • How many color variants are available for ‘x’ product?

NLP, in this case, lets your bot develop a deeper knowledge base and understanding by studying previous examples of such chats to tackle such variations in questions. Bots can also be trained to watch live conversations (either via text in emails or IM chats or on the phone through a type of voice understanding such as Alexa/Siri) and learn from them.

The Need For NLP WhatsApp Chatbot

The NLP function might not apply to every chatbot. However, if you’re building a chatbot wherein your customers can type in queries and do not follow a preset sequence of conversation then investing in NLP can be a complete game-changer.

NLP is extremely beneficial for WhatsApp chatbots, that allow users to type in their queries. Using sequential chatbot for WhatsApp is inconvenient as users are required to type in the exact option they want to choose.

WhatsApp chatbots are created for various purposes, such as to offer enhanced customer service, dealing with FAQs, and more. In the case of chatbots without NLP, the functioning of the bot is primarily based on pre-fed static information, making the bot less-equipped to handle human languages with variations in intent, emotions, and sentiments.

Being the leader of the messaging world, your WhatsApp chatbot continuously faces a significant amount of questions. Not being able to understand customers’ queries as per their intended meaning can negatively affect the customer experience. NLP chatbot, on the other hand, can serve as an excellent solution for enhancing the user experience by delivering contextual answers in a much more consistent way. WhatsApp NLP chatbots bring a human touch to the conversations by making them identical to the conversation between two humans.

NLP WhatsApp chatbot development can also help enterprises perform a range of other different tasks, including:

  • Easy sending of alerts, reminders, and notifications
  • Answering queries/complaints in real-time and sending updates on the query status & resolution
  • Helping clients explore services offered and product catalogue
  • Collecting customer feedback

How NLP based WhatsApp chatbot helped?

Introduction of NLP WhatsApp chatbot helps customers to resolve their queries on WhatsApp. They can easily use the chat to get all the information related to their travel, such as bus location, refund status, payment-related information, and so on.

Whatsapp group is another unique feature that had been instrumental in bringing customers, company and the operator together on the same platform. The feature allows the customers to raise concerns directly to the bus operator as well as the convenience to talk to other customers on the same journey to help them share live locations of the vehicle and discuss other bus-related issues.

Read Full Article How to Create NLP WhatsApp Chatbot Using Dialogflow – 5 Easy Steps

vijay purohit
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