Any business that has to deal with customers understand the importance of improving customer service. Given the repetitive nature of the customer support job, machine learning creates a huge opportunity.
By interacting directly with customers, machine learning can accumulate a huge unstructured and structured data pool which is extremely valuable for marketing, operations, and product management. It gives insights on customer psyches. This allows businesses to target their customers accordingly.
With the current advancement in speech analytics and predictive analytics, companies that can first successfully apply these applications to their business will dominate over their competitors.
Natural language processing (NLP) is becoming rife in the call center environment. A robotic voice that resembles a human voice guides you through an issue. Apple Siri, Amazon Echo, Microsoft’s Cortana, IBM Watson or the most recent one Viv Lab are the results of customer artificial intelligence innovations. The automated talking agents give a totally new experience to the users by taking instructions and processing the particular. The NLP technology has enabled the users to make the whole customer support process as interactive as a human touch.