Named entity recognition (NER) is a powerful AI tool often used by businesses to be more efficient and effective in their offerings. There are several ways NER can be implemented into your business, making daily tasks easier.
NER works well for companies who want to better automate their customer service options while still providing good service. Much of the automated aspects of customer service, like chatbots, are powered by NER. The system is able to understand what the person is asking by extracting keywords, which allows the chatbot to provide the appropriate answer or necessary options to fulfill the customer's needs. This same system can be used to help escalate the customer's needs. If the customer has more complex needs than can be addressed by the AI system, the system can forward the customer to a live person and even further customize service by sending specific concerns to a live person that might specialize in particular areas.
Social media is an important tool for many businesses because it often functions for both marketing and customer service. NER is capable of sentiment analysis, which means the system can differentiate whether a comment about a company is positive or negative. The ability to analyze the context and sentiment of a post on social media about a company allows the company to better interact with their customers. Many companies scroll through social media and look for the name of their business so they can see what people are saying. This allows them to comment on what people are saying. It is advantageous to use this strategy so you are both thanking people on social media when they praise your business and to acknowledge and rectify complaints about your business.
Businesses with a website often have a question and answer section that helps customers answer some of their most common questions on their own. NER allows companies to create a Q&A system that is easier on customers because they can directly ask questions without scrolling through pages worth of information. In some instances, the system can be configured to accept audio questions, which can be more convenient for customers. NER can also be integrated into an existing knowledge base and give customers a link to more information that might help them with their issues.
NER is a newer technology tool that can help businesses more efficiently interact with customers. In addition to acknowledging posts about their business on social media, businesses can perform better at customer service with less effort.
If you are interested in how NER can help your business, contact an AI company such as AI Hive.