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How NLP and intents work in customer support automation | by Table Duck | Jun, 2021
Customer support automation is a hot topic. It saves your business time and money by automating conversations with customers, while still providing a great customer experience. How customer support automation works and how it uses smart technology like NLP and intents is explained in this article. NLP stands for Natural Language Processing. It’s a technology that is used for analyzing human language, either spoken or written. Every sentence is analyzed and scored using Artificial Intelligence and statistical models.These models use previous sentences as a reference and look at the probability that a new sentence is pretty much the same. Let me give you an example. In the database we have the sentence: “I want to know the status of my order”.The intent of this sentence is order_status and a...
