How businesses can leverage natural language processing to enhance a range of industries - Innovationnewsnetwork.com
Human language is complex, and it can be difficult for NLP algorithms to understand the nuances and ambiguity in language. For example, sarcasm or irony can completely change the meaning of a sentence, but an NLP algorithm may struggle to identify these intricate nuances.
This is particularly important for analysing sentiment, where accurate analysis enables service agents to prioritise which dissatisfied customers to help first or which customers to extend promotional offers to. Managing and delivering mission-critical customer knowledge is also essential for successful Customer Service.
This is where the need for ‘AI parenting’ comes into play. AI needs continual parenting over time to enable a feedback loop that provides transparency and control. In the chatbot space, for example, we have seen examples of conversations not going to plan because of a lack of human oversight. It becomes mission-critical for businesses using this type of technology, particularly in customer communications, to ensure the appropriate tone of voice, communication style and correct information to guarantee a positive customer experience for those interacting with the chatbot.
With 96% of customers feeling satisfied by the conversation with a chatbot, companies must still ensure that the customers receive appropriate and accurate answers. AI parenting is necessary whether more legacy chatbots or more recent generative chatbots are used (such as OpenAi Chat GPT).