Ever had a good conversation with a computer?


betere cx en een efficienter contactcenter dankzij deze omnichannel tips

Talking to computers. It may sound a little strange, but almost everyone does it, pretty much every day. Just think of Siri and Alexa, or chat and voice bots. 

The technique that allows computers to understand and respond to us with human text and speech is called Natural Language Processing (NLP). It focuses on the language aspect within Artificial Intelligence (AI) and aims to decipher and make sense of human language. Spam filters, spell checkers and translation programs also use NLP.

Of course, this is not something that computers can learn overnight. Language cannot easily be captured in rules that a computer understands. Apart from grammar and word order (‘syntactic analysis’), the computer must also learn to take into account things like poor pronunciation, ambiguities, or expressions of emotion, such as sarcasm. In the latter case, it is about the meaning that is conveyed (‘semantic analysis’). The only way a machine can learn these finer points is by endless repetition and continued human corrections.

NLP in the contact centre

NLP applications are also increasingly appearing in the contact centre. We already mentioned voice and chatbots that – thanks to NLP – understand what the customer is asking and can respond in a human-like way. As a result, countless simple interactions can be handled without the help of employees, even (especially!) outside office hours. This makes companies much more accessible, and greatly reduces the contact centre’s waiting times. Good news for customers, but also for employees, who can now focus on the more challenging customer interactions. In addition, NLP facilitates their work, because it can quickly propose solutions based on the customer’s request ('next best action').

NLP is also used for advanced data analysis and for converting speech to text to record customer interactions. And how about using it to analyse customer feedback from different contact channels? This is called sentiment analysis, and allows companies, for example, to study customer churn by examining negative customer experiences. In times of rapidly changing customer behaviour, sentiment analysis is the best way to monitor customers and even the wider population to understand and respond to changing needs at an early stage.

The right balance between man and machine

Despite the fact that NLP can be widely applied in contact centres and can greatly improve both the customer and employee experience, it certainly has its limitations. For example, computers are insufficiently capable of showing empathy or dealing with human emotions. That is why employees of flesh and blood remain indispensable in the contact centre and NLP applications should only serve as support.

Curious how NLP can make a difference in your contact centre? Let us know! Our experts are happy to tell you more about it.

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About DDM

At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.

Evolution, not revolution

Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.

Proactively embracing cutting-edge technology

This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.

Creative solutions for better customer contact

And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.

DDM Consulting provides the proactive and creative approach to your CX evolution!