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Customer support chatbots

Introduction

The use of Natural Language Processing (NLP) Artificial Intelligence (AI) has become prevalent in almost every industry, and the telecommunications industry is not an exception. This paper aims at exploring how NLP AI has been integrated into customer support chatbots to provide real-time assistance to customers and hence enhance their experience. As a result, NLP AI has been adopted in customer service chatbots to increase the productivity of the telecommunications customer service, and at the same time reduce costs. This article aims at examining the application of NLP AI in customer support chatbots especially in the telecommunications industry; the challenges that are encountered, the solutions by AI, the advantages that are enjoyed, the return on investment and some real life examples. ### The Use of NLP AI in Telecommunications Customer Service Chatbots It is critical to offer service to the customers and this has made many telecommunications companies to shift from the conventional methods of offering the service such as through call centers. There have been developments of NLP AI chatbots which have the capability of processing natural language inputs and therefore provide better mimicking human conversations with customers. These chatbots are capable of solving numerous requests, for instance, a customer may ask for service information or may have questions regarding billing and account issues (Ibuprofen, 2021). Besides improving the customer engagement NLP AI chatbots have also been identified to reduce the costs for telecommunications companies. This has been possible because chatbots have been able to handle simple queries that would have needed the input of a human being thus reducing costs and increasing efficiency in the delivery of customer service (Jones, 2008).

Challenges

Despite the possibilities, there are a number of barriers to the successful implementation of NLP AI in customer support chatbots. First, one of the major problems of AI is that it struggles to understand the complexities of human language such as slangs, colloquial language and dialects. Second, the telecommunications industry is well known for its use of technical terms, which often pose a problem to AI systems. Third, the issue of data security and privacy is a never ending task especially since such customer information is handled by these chatbots. Finally, the implementation and especially the maintenance of such systems is very expensive and may be costly for small telecommunications companies.

AI Solutions

These challenges are being addressed by AI solutions. For example, there are ongoing efforts to create better NLP algorithms that can capture the complexities of language. Some of the machine learning models are being trained on large corpus of data to grasp the terminologies used in telecommunications. Some of the features that have been adopted include encryption in end-to-end basis in the chatbots to enhance data security. In addition, there is a growing trend of offering cloud based AI solutions so that AI is becoming more affordable and available to small businesses. Some of the notable ones are IBM Watson and Google Dialogflow that offer NLP solutions for developing chatbots.

Benefits

There are numerous advantages of using NLP AI in customer support chatbots. These are faster handling of customer complaints, availability all the time and enhanced customer satisfaction. They are capable of processing several requests at the same time hence effective communication. They also help in lightening the burden of the human customer service representatives, thus enabling them to handle the more challenging issues. Finally, they are a storehouse of information which can be used to understand the customer’s behavior and their preferences.

Return on Investment

It is possible to argue that the ROI of NLP AI in the context of customer support chatbots can be very high. According to a research done by Juniper Research, chatbots are expected to enable businesses to reduce costs by over $8 billion by 2022. Apart from costs, chatbots are able to increase sales through the suggestion of products that may be of interest to the customer. They can also enhance customer satisfaction through the delivery of high levels of service at all times. According to Gartner, by 2020, businesses that will implement AI technologies such as chatbots are expected to realize sustainable benefits four times faster than other firms.

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