Using IBM watson cloud services to build natural language processing solutions to leverage chat tools
Sarah Packowski, Arun Lakhana · Computer Science and Software Engineering · 2017
Chat tools are changing the way companies engage with customers. On the one hand, these tools have tremendous benefits. They can provide an excellent experience for customers who have questions or who are having trouble. Also, analyzing historical chat conversations can help a company understand customer needs and make better business decisions. On the other hand, keeping up with a large volume of live chat messages can be difficult. And easy-to-use tools for handling those messages - using natural language processing (NLP) techniques, for example, without having to build components by hand - have not been generally available. This paper describes our experience using IBM Watson cloud services to build cognitive solutions for processing chat messages. In this paper, we share five lessons we learned while building our solutions.