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AI and CRM

Guide to AI in customer service using chatbots and NLP

Last updated:December 2018

Editor's note

Customer service and support teams employ AI in customer service across a number of channels, including voice, website chat and social media messaging apps. Chatbots use natural language processing -- the ability to understand human language -- to interact with customers on a higher level than Interactive Voice Response systems of old. Programmed to answer frequently asked questions and enable customer self-service, chatbots can improve call center workflows. However, many users find bots frustrating, often sounding scripted and not always understanding questions. As NLP improves, technologists hope misunderstandings happen less frequently and customer experiences improves.

1How NLP works

Learn about the different uses of natural language processing and how the technology works with chatbots.

2Benefits of chatbots in customer service

Customer support chatbots can improve business workflows by enabling customers to try self-service problem-solving before being handed off to a human.

3Chatbots draw skepticism

AI in customer service is on the rise, but some customers don't trust chatbots and prefer the human touch.

4Terms you need to know

Read these definitions to acquaint yourself with vocabulary related to AI in customer service.

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