Artificial Intelligence in business is still a fantasy for many of us. For some, Artificial Intelligence frees humans from dull tasks; for others, it would alienate us and destroy jobs. But what few of us know is that AI and Machine Learning are already very present in our companies, and that we use them every day!
NLP (Natural Language Processing) is one of the most prolific fields of application of AI. It is the branch of Artificial Intelligence which involves understanding and processing human language.
Its uses in business are very numerous: NLP offers a wealth of opportunities to increase productivity, reliability, and make better decisions.
Today, we are looking at one of the most fertile areas for NLP applications: that of the relationship between brands and consumers.
- 1- NLP and Voice of the Customer
- 2- NLP for social network analysis and e-reputation
- 3- NLP & Virtual Assistants
- 4- NLP for automatic content moderation
- NLP and Customer Relations: endless use cases!
1- NLP and Voice of the Customer
How can we better understand consumer expectations in order to transform them into better adapted products and services, and optimize the Customer Experience?
Analyzing customer reviews and messages helps to understand the reasons for their satisfaction or irritation, and to implement appropriate action plans. The Voice of Customer is the tooled process by which the company collects, analyzes, and prioritizes customer needs, expectations and preferences so that its products and services meet them as closely as possible.
The NLP thus makes it possible to process written feedback from customers on all channels (responses to satisfaction surveys, emails, consumer reviews, social networks, etc.), to classify them into themes and sub-themes thanks to a Semantic Analysis, and to identify the tone of the speech (or Sentiment Analysis).