Natural language processing (NLP) is a core AI technology that helps computers interpret, analyse and generate human language. By examining syntax, semantics and context, NLP can classify customer queries, gauge sentiment and extract relevant details from text or speech. Within customer service, NLP underpins chatbots and voicebots, enabling them to provide more accurate, humanlike interactions. Overcoming language nuances and cultural differences remains a challenge, but ongoing research and machine learning advances continue to improve NLP’s precision and versatility, making it essential to modern CX solutions.
