Contact Center: NLP for faster delivery

Natural Language Processing (NLP) refers to an Artificial Intelligence (AI) field that aims to develop services capable of understanding and analyzing the human language.
In a real scenario, the NLP system has various applications: 

• Text Analytics and Classification are used to extract relevant information from a text, classifying it into a subset of predefined categories;
• Sentiment Analysis is used to derive opinion and polarity from a text;
• Semantic Search is used to find the most related document that satisfies a search criterion.

Thanks to the remarkable evolution of NLP, ad hoc AI models and cloud services can be used to support the analysis and the resolution of problems coming from business Contact Center offices (point of contact between customer and supplier).

Cluster Reply offers a solution based on the latest version of Azure Machine Learning and Azure Cognitive Search, aiming to speed up the resolution of the incoming tickets and improve customer satisfaction.

The procedure involves the following steps:

• Assigning a category to the problem for addressing the incoming ticket to the proper office;
• Insights extraction from the request, e.g., key concepts and polarity;
• Getting a possible solution exploiting Semantic Search capabilities.