Natural language processing (NLP) is a branch of artificial intelligence (AI) that enables machines to understand, interpret and generate human language. It powers applications like chatbots, voicebots, sentiment analysis and speech recognition by converting text or speech into structured data.
In customer service, NLP allows systems to detect intent, extract meaning and respond in natural, conversational ways. NLP continues to evolve through machine learning, making interactions with AI more human-like, efficient and contextually relevant.
“Conversational AI, powered by machine learning and natural language processing, allows businesses to scale their customer support and provide highly personalized engagements.”
Natural language processing (NLP) is a branch of artificial intelligence (AI) that enables computers to understand, interpret and respond to human language, both spoken and written. It allows machines to process everyday language in a way that feels natural, making it easier for people to interact with technology.
In enterprise businesses, NLP powers tools like chatbots, voice assistants, virtual agents and sentiment analysis engines. For example, in a contact center, NLP can understand a customer’s question, match it to a knowledge base and provide a fast, accurate answer without needing a human agent. It can also detect tone, intent and emotion to help personalize the response or flag urgent issues.
Natural language processing makes it possible to automate conversations, analyze customer feedback at scale and extract insights from large volumes of text, such as emails, chats or call transcripts. This helps businesses improve service quality, streamline operations and make more informed decisions.
By turning human language into structured data, NLP bridges the gap between people and machines — making AI more accessible, useful and impactful across the enterprise.
