NLP in Customer Service
M.Saranya Sri · Apress eBooks · 2020
Customer service is a multi-billion dollar industry. The cost of bad customer experience is estimated to be a trillion dollar globally (https://blog.hubspot.com/service/customer-service-stats). Customer service has its early origins in the form of call centers in the 1960s. The need for customer service grew, and today customer support has become a sizeable portion of any consumer organization. Customers can contact organizations in a multi-modal way, through the Web, apps, voice, IVR, or calls. In this chapter, we will look at the core problems that NLP solves in human-assisted customer service via chats and calls.