Introducing the customer service use case

So, how can NLP help us improve customer service? To illustrate our example, let's go back to our fictitious banking corporation, LiveRight Holdings private limited. LiveRight has contact centers in many states of the US, and they receive more than 100,000 calls every day from customers with queries and issues on various topics, such as credit, accounts, debt, and more. While they have a competent team of agents who are highly experienced in handling customer requests, their first-tier triage teams often struggle with interpreting the nature of the customer's request within the first minute of conversation, which is an important SLA for them. This is required to determine which agents to route the request to. They have a team of specialized agents based on product type and experience levels. Junior agents handle customers who are happy with the products, while the challenge of dealing with irate customers is often the task of more...