The Benefits of Leveraging Natural Language Processing in Customer Support
In the high-demand support environment of a B2B organization, your team needs to utilize technology to aid in providing a good customer experience. If you don’t, you could end up losing your client base to the competition. Today, artificial intelligence has made a huge impact on the way consumers interact with a business. More specifically, natural language processing (NLP) has turned chatbots into more than just a channel for delivering data. In addition, tools like virtual assistants use NLP to provide a more dynamic experience for clients.
However, the use of natural language processing can do a lot more for your business than provide high-quality virtual interactions. It can also help you refine your support operation in other ways. Let’s go over some key benefits of levering this amazing technology.
Understand Your Clients’ Goals
If you’re not paying attention to your clients’ overall business goals, there’s no way you can provide a level of support they’ll be 100% satisfied with. But how can you understand their goals if they’re interacting with a chatbot each time they have an issue? This is where artificial intelligence and natural language processing shine. Chatbots can now pick up on language and keywords in order to gather information about a client’s primary support concerns. By analyzing this information, you can get a better sense of how your product is working and if the support process you’re providing is right for each individual customer.
Agents Can Focus on Higher Value Support Tasks
One of the primary benefits of NLP is that it allows chatbots and virtual assistants to behave more like humans than machines. This translates to a higher rate of success for issues handled through these two channels. When this happens, a large portion of the support workload is taken away from your agents. They can then concentrate on addressing more complicated, higher value problems that require human support. Plus, if you have B2B customer support software in place, your agents can still monitor chatbot activity to ensure they don’t need to intervene. All this makes for a seamless customer experience your client base can rely on.
A Smooth Transition from Chatbot to Agent
Even when using advanced chatbot technology, sometimes issues require the attention of agents. In the past, customers would have a hard time moving from an interaction with a chatbot to a human. Now, natural language processing has streamlined the process. Because chatbots can understand organic speech and keywords so well, they can quickly transfer a client to the right agent if needed. They’ll have a detailed log of what’s been discussed up until their involvement. This type of customer support automation helps cut down on customer churn and makes the process of helping clients much easier for agents.
Use Natural Language Processing to Your Advantage
If your support department is struggling to keep up with client demand, it’s time to add customer support automation tools to your operation. A chatbot with natural language processing will help streamline your workflow and improve the customer experience you’re providing.
PhaseWare can help transform your business with B2B customer support software. Contact us today to get started.