5 benefits of implementing NLP in your organization
NLP stands for Natural Language Processing.If we add NLU ( If we add NLU (Natural Language Understanding) to this concept, and we paraphrase and simplify a bit, we are basically speaking about the capabilities of a system to maintain and understand a conversation with a human being. Now that you have heard this, you are surely already imaging a chatbot, right? You are not headed down the wrong path...
The other day, I was reading an article on the “Top 5 Benefits of NLP in Leading Business Domains”, Even though it was not focused on the ITSM/Service Desk area that we usually deal with at Proactivanet, it is easy to apply to this area.
When chatbots are discussed, depending on the approach taken, it is typical to refer to the client capture process (leads), and this is proven by the huge amount of chatbots used in the public web pages that attempt to converse with a potential new client.
This is not the case of many chatbots in our Service Desk (although it applies to some of them), where the “client” has been clearly defined, and most of the time the clients are the users of our organization (or users of our clients). Even in scenarios where the Service Desks are not “hunting” for new clients, the benefits of NLP and NLU articulated through a good chatbot also apply.
5 benefits of NLP
If you take a look at the previous article, you will surely be able to come to quite a few good conclusions, but I will simply hold onto two of these that are extremely obvious and applicable to the ITSM area, as well as related with two of the five benefits.
Benefit 1 - Inmediate Customer Service
The precise wording is: “The ability to respond quickly and helpfully to customer queries is vital for any business today; […] respond the customer queries instantly 24/7 […] and your resources are limited”
And don’t you think that this applies perfectly to our Service Desk? Users demand more and more attention, more quickly, at any moment, from any place, with any device,... Either you have a legion of support technicians working 24x7x365, or it will be impossible to reach these levels of support without relying on a good chatbot fully integrated with your ITSM platform.
Benefit 3 - Save money and time
Once again, the precise wording is: “Using NLP-enabled chatbots, you can easily automate your regular repetitive tasks, eventually reducing costs and time for your business. Statistics by Chatbot Magazine show how you can reduce your customer service costs up to 30%”
You can say it louder, but not clearer. 🙂
It improves and expands the quality of support, while at the same time saving time and money. Doesn’t that sound good? This might seem like a chimera, but it is the reality of the chatbots applied to Service Desk and integrated with the ITSM platforms.
Do you have excess time and money? If you don’t, then start now to reap these benefits!
I hope that you enjoy it, and farewell
Alejandro Castro, Proactivanet’s Technical Director