Use of natural language processing in customer service chatbots

Do you know what is a natural language processing chatbot and its advantages? In this article, we explain the AI sub-domain with a focus on its application in chatbot technologies, making the concept comprehensible and accessible to anyone.

We communicate with each other through words and text. Natural Language describes how humans convey information to each other. Humans share a great deal of information every day in a variety of languages as speech or text. Because computers communicate in 1s and 0s, they cannot interpret this data, which is in natural language. The data produced is valuable and can provide valuable insights. Consequently, computers need to be capable of understanding, imitating, and responding intelligently to human speech.

What is NLP?

Known as Natural Language Processing, NLP is a branch of Artificial Intelligence that enables machines to read, understand, and derive meaning from human languages. The goal of natural language processing (NLP) is to determine the structure and guidelines of languages and to make models capable of comprehending, breaking down, and separating significant details from text and speech.

The idea behind natural language processing is that it relies on deep learning, which allows the machine like a chatbot to interpret the meaning of what the user is saying. By analyzing the utterance (user query) and identifying the intent, the NLP engine can determine what the user wants the machine to do. The device then responds to the user in a language that the user can understand using natural language generation (NLG). Chatbots enable businesses to communicate with their audiences instantly through conversational software. In some ways, they can replace a human operator in a business' interaction with customers by automating written messages. In terms of reducing business costs, chatbots have several advantages.

Reducing Business Costs

Let's take a look at how they help reduce business expenses:

No Time Restrictions

Chatbots are the best when it comes to availability. There are no shifts, no vacations, and no time zone differences when it comes to chatbots. They can work 24 hours a day, 7 days a week. Business owners benefit from unlimited availability from more than just a cost perspective. Likely, customers will also appreciate this feature. The reason for this is that they won't have to wait until business hours to find out more about your product or service, complete a purchase, or speak with a consultant.

Better Customer Relations & Satisfaction

It may seem that improving customer experience is more about increasing sales and retention rates. There's no doubt about it; it does. A satisfied customer will likely make another purchase and recommend your business to others. Improving customer relations is more than meets the eye. Customer experience also has a direct impact on your business' success. Business efficiency is improved by the same elements that improve customer satisfaction. The same goes for the other way around. Let's understand how:
  1. Less Waiting Times: Chatbots can automate repetitive tasks, allowing your customer service team to be more efficient. When a chatbot solves customer issues simultaneously, it can cut down the queue and reduce waiting times. This will naturally increase your customer satisfaction rate and retention rates since your customers will not have to wait long for their queries to be answered. Business-wise, it will also reduce the load on your customer service team, which can focus on cases that chatbots alone cannot resolve.

  2. Reduces Chances for Error:Chatbots that are well-programmed are unlikely to make mistakes. Customers can get accurate and up-to-date responses to their queries instantly thanks to carefully planned databases and algorithms. In contrast to humans, chatbots don't get distracted, have bad days, or forget important details. This ensures that customers will always receive the answers they need as soon as they need them. It takes less time as well.

Gather Analytical Data

Customer interaction can provide valuable information that can help you plan and use your business resources more effectively. It is often expensive and complicated to gather and analyze this type of data. This data can be collected free of charge by chatbots, which can help reduce business costs. Chatbots are highly effective at capturing data that can be used for lead generation, retention, and sales and marketing campaigns. This data can then be used to identify any areas that need improvement and map out your marketing campaigns based on customer feedback.

Chatbots, for example, can be used to promote special offers in a fun and interactive manner. Personalized offers or discounts can be offered to customers by chatbots in exchange for customer data. Your email marketing campaigns and sales strategies can be boosted by this information.

Create a self-learning chatbot for yourself in 8 simple steps:

The chatbot strategy has much in common with web and mobile project development. You will be able to run your project more smoothly and quickly if you define your strategy well. Nevertheless, it has its features and elements to consider.
  1. Define the Goal and Use Cases: Your self-learning chatbot must be designed to meet your exact business requirements, so it is important to summarize your goals and define your requirements. A chatbot can enhance a brand's online presence, drive sales using messengers, provide users with a private human-like assistant, or automate specific tasks, such as customer service or query processing. However, the chatbot's real advantage is its ability to save time and effort.

    Once you have finished writing the "why" of your chatbot, it's time to write the "what". What exactly will your chatbot do? Furthermore, you must know exactly what the chatbot will accomplish and why it is necessary.

  2. Choose a Channel: It is very important to choose the right channel for your chatbot. When you choose the wrong virtual assistant, you risk alienating customers who expect specific functions from their virtual assistant based on their website or social media accounts. Make the chatbot available on the platform that your prospects are most comfortable with, or use a multi-channel approach.

  3. Customize Your Bot Profile: You should strive to create an experience that feels personal. You have to understand your users' requirements, behaviors, and expectations for your product to be successful. The importance of recognizing all types of users within your brand's target audience cannot be overstated. Then you can figure out who your bot interacts with and how the bot can improve relationships between your brand and these people.

    The "where" of your bot is also important: where will it live? Will it be integrated with WhatsApp? Would consumers be able to interact with the company through Facebook Messenger, SMS, or the company's website? What are the limitations of each channel? Your self-learning chatbot can be customized and personalized to make user interaction friendlier and more comfortable by adding a humanized touch. Your end goal becomes clearer as a result.

  4. Pick Platform and Technology Stack: You should choose your chatbot platform based on what your customers use. Chatbots can be built on a variety of platforms. Among them are famous messengers like Slack, Telegram, Skype, Facebook Messenger, and Line.

    It is possible to create a chatbot for more than one platform. There are many modern frameworks available today for building chatbots that can run on multiple platforms at once. When you know what consumer problem you're solving and the platforms you're targeting, you can start choosing your bot's technology stack. You should ensure that the SDK or library you choose integrates smoothly with your existing software.

  5. Design Your Bot Personality: If the chatbot does not have personality, it will not be able to solve the problem, it will look great online, but when someone starts chatting with them, it will end the conversation as soon as possible. Therefore, this experience must adhere to your brand's communication style and meet the expectations of your target audience. It is important to keep the bot's personality in mind when you are writing a script. Your chatbot's messages will therefore convey its behavior, emotions, and temper.

    A chatbot can be created by creating a conversation flow. An appropriate framework can make this process as straightforward as dragging and dropping responses to options. The chatbot needs to understand the user's intent, which can be accomplished by training the bot on all the different variants that consumers can request.

  6. Script for Happy Flow and Edge Cases: While building a self-learning chatbot, this is the most important step. Creating a conversational flow will assist you in managing your content and crafting your chatbot's responses. The definition of a 'happy flow' is when everything goes according to plan. It's a smooth and natural conversation, and the user gets to their goal as quickly as possible. Most conversation developers begin with the happy flow since it is the flow of minor resistance. It does not include many of the problematic complexities that can occur.

  7. Collect Feedback From Users: As soon as you've finished creating your dialogues and flowcharts, it's time to take a deep breath and get some first feedback, you can share your chatbot with colleagues and friends for their input. Make sure you ask them detailed questions regarding their overall experience. Choosing the right tools for analytics can also help you monitor its performance. Monitoring your consumers' interactions with the bot will be easier with these tools. So, you can customize scripts for complicated queries, new/control/repeated/abandoned conversations, recognize features with high engagements, track user input and information, and analyze failed responses.

  8. Optimize, Deploy, and Maintain the Bot: Your internal testing will give you plenty of insight into how to improve your self-learning chatbot, but it's the feedback you're looking for from actual users. Therefore, you must monitor the performance of your bot after publishing it. Analyze the data, monitor the conversations, gather data, build logs, and keep improving the bot. The process of deploying a chatbot usually doesn't take that long. It is simply a matter of connecting all endpoints and integrating your bot with your whole infrastructure if you use an ERP, CRM, or similar system. Keeping users happy and satisfied requires regular maintenance of the bot, checking statistics, and refining answers.


The goal of businesses today should be to stay ahead of the competition by utilizing all the automation tools available. Even a small advantage can make all the difference in a competitive market. Customer service chatbots are a proven way to optimize customer interactions, streamline the customer experience, and gain powerful insight into customers' minds. They can reduce business costs and increase your chances of gaining, retaining, and converting leads.


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