Chatbots and Customer Service: Why Do Chatbots Fail?

[fa icon="calendar'] May 30, 2019 6:25:00 PM / by Bitext posted in API, Machine Learning, NLP, Semantic Analysis, Sentiment Analysis, Big Data, Bitext, Deep Linguistic Analysis, Natural Language, Text Analytics, Text Categorization, Artificial Intelligence, Deep Learning, Chatbots, Phrase Extraction, NLU, POS tagging, AI, Entity extraction, NLP for Core

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Although chatbots have become quite popular in recent years, there is still room for improvement. A well-trained chatbot must correctly react to any query sent by a user creating a successful human-like conversation. Is that happening? We don’t think so.


Round-the-clock service, cost reduction and delivering a better customer experience are, among others, the main benefits of chatbots for customer service automation. If you are thinking of setting up a conversational agent to take care of your customers, it’s all-important for you to know not only the bright side, but also the dark one. You just can't spin up a basic chatbot and expect it to work well.

 

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Natural Language Processing (NLP) and Machine Learning (ML)

[fa icon="calendar'] May 20, 2019 5:06:17 PM / by Bitext posted in API, Machine Learning, NLP, Semantic Analysis, Sentiment Analysis, Big Data, Bitext, Deep Linguistic Analysis, Natural Language, Text Analytics, Text Categorization, Artificial Intelligence, Deep Learning, Chatbots, Phrase Extraction, NLU, POS tagging, AI, Entity extraction, NLP for Core, NLP for CX

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Two concepts, one mission: to make machines understand humans. Natural Language Processing (NLP) and Machine Learning (ML) are all the rage right now as techniques that complement each other rather than as NLP vs ML. In this post,  we will focus on NLP and how it works together with ML to solve the challenges Artificial Intelligence is posing.

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What is Sentiment Analysis and How Does it Work?

[fa icon="calendar'] Apr 5, 2019 12:52:06 PM / by Bitext posted in API, Machine Learning, NLP, Sentiment Analysis, Big Data, Bitext, Natural Language, Text Analytics, Text Categorization, Chatbots, NLU, NLP for CX

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Sentiment Analysis is a procedure used to determine if a chunk of text is positive, negative or neutral. In text analytics, natural language processing (NLP) and machine learning (ML) techniques are combined to assign sentiment scores to the topics, categories or entities within a phrase.

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Are booleans the best option to analyze text?

[fa icon="calendar'] Oct 6, 2016 10:58:30 AM / by Bitext posted in Text Categorization

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Last week we introduced you a controversial topic: how to achieve higher accuracy while doing text categorization? We explained the two most popular approaches to approach this challenge, namely keyword matching and linguistics.

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Text categorization beyond keyword matching

[fa icon="calendar'] Sep 29, 2016 12:50:26 PM / by Bitext posted in Text Categorization

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There are different approaches for text categorization, the most popular one is based on keyword matching however here at Bitext we use another approach that has made us unique, and it’s based on linguistics.

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Are you happy with your call center? We are here to help!

[fa icon="calendar'] Sep 1, 2016 3:42:53 PM / by Bitext posted in Text Categorization

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Text analysis technology has many applications outside from just feedback analysis. Call centers may seem out of date in this period where digital and email marketing are all around. However, in some industries like telecommunications or home utilities where many customers need to contact their service providers call centers can make order out of chaos. 

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