A review of natural language processing in contact centre automation
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 pa...
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| Published in | Pattern analysis and applications : PAA Vol. 26; no. 3; pp. 823 - 846 |
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| Main Authors | , , , , |
| Format | Journal Article |
| Language | English |
| Published |
London
Springer London
01.08.2023
Springer Nature B.V |
| Subjects | |
| Online Access | Get full text |
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| Abstract | 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 recommendations for overcoming them, ultimately expediting the pace of contact centre automation. |
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| AbstractList | 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 recommendations for overcoming them, ultimately expediting the pace of contact centre automation. |
| Author | Shah, Shariq Vakaj, Edlira Ghomeshi, Hossein Cooper, Emmett Fouad, Shereen |
| Author_xml | – sequence: 1 givenname: Shariq orcidid: 0000-0003-2651-1872 surname: Shah fullname: Shah, Shariq email: shariq.shah@bcu.ac.uk organization: Research, Innovation, Enterprise, Employability (RIEE), Birmingham City University – sequence: 2 givenname: Hossein surname: Ghomeshi fullname: Ghomeshi, Hossein organization: School of Computing and Digital Technology, Birmingham City University – sequence: 3 givenname: Edlira surname: Vakaj fullname: Vakaj, Edlira organization: School of Computing and Digital Technology, Birmingham City University – sequence: 4 givenname: Emmett surname: Cooper fullname: Cooper, Emmett organization: School of Computing and Digital Technology, Birmingham City University – sequence: 5 givenname: Shereen surname: Fouad fullname: Fouad, Shereen organization: School of Informatics and Digital Engineering, Aston University |
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| Snippet | Contact centres have been highly valued by organizations for a long time. However, the COVID-19 pandemic has highlighted their critical importance in ensuring... |
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| SubjectTerms | Automation Computer Science Customer services Economic conditions Literature reviews Machine learning Natural language processing Organizations Pandemics Pattern Recognition Platforms Survey |
| Title | A review of natural language processing in contact centre automation |
| URI | https://link.springer.com/article/10.1007/s10044-023-01182-8 https://www.proquest.com/docview/2840786970 |
| Volume | 26 |
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