CX Dictionary

What is Natural Language Processing (NLP)?

Natural Language Processing (NPL) is when technology, usually in the form of software, analyzes text or speech to better understand human sentiment.

In order to properly communicate the meaning and sentiment of human language, technology breaks down natural phrases and words using algorithms then translates it into something it can understand. Natural Language Processing isn’t limited to one type of medium, as technology can analyze both audio and text to form a reading.

Why Is Natural Language Processing (NLP) Important?

Natural Language Processing can help businesses connect with their customers without the need to have an in-person conversation. Since it can detect whether a customer is happy or upset, businesses can then better understand customer needs and tailor conversations to improve retention rates.