7 Examples of Natural Language Processing in Customer Support

Natural language processing Wikipedia

examples of natural language processing

Neha Malik is an Assistant Manager with the Deloitte Center for Government Insights. She researches on issues related to public-private partnerships and innovation at the federal, state, and local government level. Pankaj Kishnani from the Deloitte Center for Government Insights also contributed to the research of the project, while Mahesh Kelkar from the Center provided thoughtful feedback on the drafts. NLP capabilities have the potential to be used across a wide spectrum of government domains. In this chapter, we explore several examples that exemplify the possibilities in this area. “Analytics Vidhya” is the subject and is playing the role of a governor, the verb here is “is” and is playing the role of the relation, and “the largest community of data scientist” is the dependent or the object.

examples of natural language processing

Data-driven decision making (DDDM) is all about taking action when it truly counts. It’s about taking your business data apart, identifying key drivers, trends and patterns, and then taking the recommended actions. Interestingly, the Bible has been translated into more than 6,000 languages and is often the first book published in a new language. Many of the unsupported languages are languages with many speakers but non-official status, such as the many spoken varieties of Arabic. By counting the one-, two- and three-letter sequences in a text (unigrams, bigrams and trigrams), a language can be identified from a short sequence of a few sentences only. Named Entity Recognition (NER) allows you to extract the names of people, companies, places, etc. from your data.

Generative Learning

This technology allows texters and writers alike to speed-up their writing process and correct common typos. NLP can be used for a wide variety of applications but it’s far from perfect. In fact, many NLP tools struggle to interpret sarcasm, emotion, slang, context, errors, and other types of ambiguous statements. This means that NLP is mostly limited to unambiguous situations that don’t require a significant amount of interpretation. Laurie is a freelance writer, editor, and content consultant and adjunct professor at Fisher College. Her work includes the development and execution of content strategies for B2B and B2C companies, including marketing and audience research, content calendar creation, hiring and managing writers and editors, and SEO optimization.

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Topic classification consists of identifying the main themes or topics within a text and assigning predefined tags. For training your topic classifier, you’ll need to be familiar with the data you’re analyzing, so you can define relevant categories. Matt Gracie is a managing director in the Strategy & Analytics team at Deloitte Consulting LLP. He leads Deloitte’s NLP/Text Analytics practice that supports civilian, defense, national security, and health sector agencies gain insight from unstructured data, such as regulations, to better serve their mission. Over the years, Gracie has pioneered the engagement of various new technologies that are now commonplace in our society—from e-commerce to artificial intelligence. With over 30 years of experience in financial services and consulting, Gracie is a thought leader with global and national experience in strategy, analytics, marketing, and consulting.

Lexical semantics (of individual words in context)

Afterward, we will discuss the basics of other Natural Language Processing libraries and other essential methods for NLP, along with their respective coding sample implementations in Python. The following is a list of some of the most commonly researched tasks in natural language processing. Some of these tasks have direct real-world applications, while others more commonly serve as subtasks that are used to aid in solving larger tasks. Challenges in natural language processing frequently involve speech recognition, natural-language understanding, and natural-language generation. NLP has been used by IBM Watson, a top AI platform, to enhance healthcare results.

  • As shown above, the final graph has many useful words that help us understand what our sample data is about, showing how essential it is to perform data cleaning on NLP.
  • Analyzing these interactions can help brands detect urgent customer issues that they need to respond to right away, or monitor overall customer satisfaction.
  • The word “better” is transformed into the word “good” by a lemmatizer but is unchanged by stemming.
  • Predictive text and its cousin autocorrect have evolved a lot and now we have applications like Grammarly, which rely on natural language processing and machine learning.
  • Today’s machines can analyze more language-based data than humans, without fatigue and in a consistent, unbiased way.

Text classification is a core NLP task that assigns predefined categories (tags) to a text, based on its content. It’s great for organizing qualitative feedback (product reviews, social media conversations, surveys, etc.) into appropriate subjects or department categories. Sentiment analysis is the automated process of classifying opinions in a text as positive, negative, or neutral. You can track and analyze sentiment in comments about your overall brand, a product, particular feature, or compare your brand to your competition. Although natural language processing continues to evolve, there are already many ways in which it is being used today. Most of the time you’ll be exposed to natural language processing without even realizing it.

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