NLP in Customer Service and Chatbots
NLP in Customer Service and Chatbots Natural language processing, or NLP, helps machines understand human language. In customer service, chatbots and virtual assistants rely on NLP to read messages, detect user intent, pull facts from systems, and reply in clear, friendly language. This makes support faster and available around the clock. Core capabilities include several building blocks. Intent detection classifies what the user wants. Entity extraction pulls facts like order numbers, dates, or product names. Dialogue management decides the next action in a conversation. Response generation crafts a helpful reply. Multitone or multi-turn handling keeps track of context so the chat feels natural and not robotic. ...