An NLP Based Contrivance to Simplify Customer Interaction

Abstract

An intelligent application is an instrumental driving force in retention and satisfaction of customers. Consertle would be one of the first banking applications in India that enables users to interact with an intelligent application through a chat bot that is specifically designed to understand, interpret and analyze user behavior so as to provide better and more efficient results. While chat bots itself are a new introduction to the Indian financial system, an intelligent chat bot enables customer to instant and more efficient query resolution.Currently, most banking applications are visual medium which requires customer to proceed through various levels of data entry and selection in order to get the desired response. It may be a query related to one’s account, transactions or information about the bank in general; but the process to get a satisfactory result is a relatively long and tedious process. It is notable that automation in the financial sector is largely primitive even after the outbreak of technologies such as AI, CV, ML, etc.Natural Language Processing and Machine Learning enables the creation of an automated system that takes in input in the form of voice and/or text, processes it and gives an intelligent response to the user which would be aimed at satisfying their current requirements along with the possible, predicted, immediate query that is likely to arise. The key component of application Consertle is the portable mobile application that upholds the chatbot, where NLP based speech to text conversion and interpretation takes place, thus production accurate results and also providing suggestions, by analyzing user behavior which is dependent upon many factors.