Why NLP? Conversive White Paper

Customer Relations used to be simple. People phoned, people wrote, companies responded.

Today, Customer Relations has become highly complex. Call centers require extraordinary resources of real estate, financing, equipment and personnel. And that’s just the beginning. Customers want attention 24 hours a day, 7 days a week, in real time. They require multiple touchpoints, multiple systems, multiple sources of data.

What’s more, those old reliables, the letter and the phone call, are now too expensive for most companies to support. Savings opportunities are limited. Customers complain that they are trapped in the phone tree. Companies need less expensive ways to provide the service that people want.

What hasn’t changed is that Customer Relations remains a critical battleground. Companies that don’t provide effective Customer Service don’t retain customers. And that means fighting the hardest battles over and over, to win new customers, and to overcome a negative service reputation. Gaining market share becomes almost impossible.

How Can Conversive Help?

Conversive uses Natural Language Processing, or NLP, to provide fast, effective, friendly customer service over the Internet. NLP provides your customers with a conversational interface just like web chat or Instant Messaging. The difference is that our NLP engine provides people with the answers and resources that they require without having to hire more CSR’s. In fact we will reduce the burden on the CSR’s that you already have. Our solutions are enterprise-ready, flexible, and scalable.

Your customers are already heading to the Internet. Conversive provides the opportunity to provide them with excellent customer service while they are there. That means happy customers. It also means fewer phone calls.

How Does NLP Work?

Conversive’s NLP engine is very different than a search engine. It’s even different than so-called “NLP Search.” All search engines use algorithms to find information, and bring back whatever they can find. Sometimes the lists get very long. The responses are not very accurate. With Conversive’s NLP Engine, you are able to give your customers a simple answer to the questions that you choose. Not a list of answers, but one best answer. In addition, you can bring your customers web pages, graphics, articles and forms. You can respond to their questions with some of your own. Over time you can learn a great deal more about what they are looking for. Conversive has over 10 years of experience in developing NLP engines, and we can show you lots of possibilities.