Natural language processing for CRM friendly interface
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Date
2020
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онлайн
Abstract
Everything we express (either verbally or in written) carries huge amounts of information. The topic we choose, our tone, our selection of words,everything adds some type of information that can be interpreted and value extracted from it. In theory, we can understand and even predict human behaviour using that information. But there is a problem: one person may generate hundreds or thousands of words in a declaration, each sentence with its corresponding complexity. If you want to scale and analyze several hundreds, thousands or millions of people or declarations in a given geography, then the situation is unmanageable. Data generated from conversations, declarations or even tweets are examples of unstructured data. Unstructured data doesn’t fit neatly into the traditional row and column structure of relational databases, and represent the vast majority of data available in the actual world. It is messy and
hard to manipulate. Nevertheless, thanks to the advances in disciplines like machine learning a big revolution is going on regarding this topic. Nowadays it is no longer about trying to interpret a text or speech based on its keywords (the old fashioned mechanical way), but about understanding the meaning behind those words (the cognitive way). This way it is possible to detect figures of speech like irony, or even perform sentiment analysis. Such technologies are ideal for creating chat bots. And friendly interfaces are a core part of the CPM system for commerce. In this article, we discuss the basic principles of these components of the system and the features of their interaction.
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Keywords
NLP, CRM, CUI
Citation
Voytiv M. Natural language processing for CRM friendly interface / Markiyan Voytiv // Computational Linguistics and Intelligent Systems. – Lviv, 2020. – Volume 2 : Proceedings of the 4nd International conference, COLINS 2020. Workshop, Lviv, Ukraine, June 23–24, 2020. – P. 101–113. – URL: https://colins.in.ua/wp-content/uploads/2020/06/preface_colins_volume2_2020_part6.pdf (дата звернення: 08.11.2022). – Bibliography: 86 titles.