A review of natural language processing in contact centre automation

Shah, Shariq and Ghomeshi, Hossein and Vakaj, Edlira and Cooper, Emmett and Fouad, Shereen (2023) A review of natural language processing in contact centre automation. Pattern Analysis and Applications. ISSN 1433-7541

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Contact centres have been highly valued by organizations for a long time. However, the COVID-19 pandemic has highlighted their critical importance in ensuring business continuity, economic activity, and quality customer support. The pandemic has led to an increase in customer inquiries related to payment extensions, cancellations, and stock inquiries, each with varying degrees of urgency. To address this challenge, organizations have taken the opportunity to re-evaluate the function of contact centres and explore innovative solutions. Next-generation platforms that incorporate machine learning techniques and natural language processing, such as self-service voice portals and chatbots, are being implemented to enhance customer service. These platforms offer robust features that equip customer agents with the necessary tools to provide exceptional customer support. Through an extensive review of existing literature, this paper aims to uncover research gaps and explore the advantages of transitioning to a contact centre that utilizes natural language solutions as the norm. Additionally, we will examine the major challenges faced by contact centre organizations and offer recom

Item Type: Article
Identification Number: https://doi.org/10.1007/s10044-023-01182-8
14 June 2023Accepted
29 June 2023Published Online
Uncontrolled Keywords: Contact centres (CCs), Natural language processing (NLP), Automation, Machine learning (ML)
Subjects: CAH11 - computing > CAH11-01 - computing > CAH11-01-01 - computer science
Divisions: Faculty of Computing, Engineering and the Built Environment > School of Computing and Digital Technology
Depositing User: Gemma Tonks
Date Deposited: 17 Jul 2023 15:29
Last Modified: 17 Jul 2023 15:29
URI: https://www.open-access.bcu.ac.uk/id/eprint/14611

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