Computers are great at processing data if it’s well-structured, e.g. in the form of a database. However, human language does not fulfil this criterion. Natural Language Processing (NLP) is a combination of artificial intelligence and linguistics, enabling computers to understand human language. An appropriate understanding of a language is key for a machine to be able to interact with humans, which gives virtually unlimited possibilities.

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Language processing is harder than it might seem at first glance. In order to interpret a message, a number of actions have to be performed. Among them are identifying parts of speech, simplifying words to their basic forms, taking into account the context they are in, all in order to determine the utterance’s semantics.

 

How does it work in Mr Wolf?

 

The Mr Wolf platform – our proprietary software combines the automation of repetitive actions and analysis of requests written in an unstructured manner. Using advanced NLP algorithms, it is able to identify the language of the request, its sentiment and type all by itself. Multiple processing of a request using different models gives Mr Wolf enough information for its automatic decisions to be as close to human-made ones as possible. It saves the time needed for manual analysis and classification of requests. The next step is performing the task described in the e-mail. To do that, Mr Wolf also uses NLP techniques for extracting named entities from the text, which are necessary for the correct performance of the process. For example, it can detect that the e-mail contains a request to grant the user access to a service. Mr Wolf can detect the type of task and the data of the person for whom it is to be performed.

 

 

What can it do for your company?

 

Using NLP has numerous advantages for business. An analysis of users’ posts on pages and forums enables prediction of trends, interest in particular products, researching pre-election moods and creating customer satisfaction statistics. As a result, the organization can react faster to events, adapt their offer to the clients’ needs, and devote employees’ time to more creative tasks.

This solution is also used in chatbots to simulate consultants in communication with clients.

All these applications lead of course to an increase in revenue and reduction of the organization’s operational costs.

 

What’s the future?

 

NLP is a step toward simplifying numerous tasks. More and more areas of the market notice the possibilities provided by systems using NLP.

This direction of development is supposed to replace people in repetitive tasks. The goal is to make interaction with a computer indistinguishable from interaction with a human. Currently, with computers’ performance incomparably higher than human capabilities, it is natural to use it as best we can. NLP gives the possibility of analyzing and learning from data which would be impossible to process manually.

Marcin Tkocz

Marcin Tkocz

Head of Product

12 years of experience in IT. A co-author of the BeeBot chatbot, he has participated in strategic projects for small and large organizations, such as Orange, Polkomtel, PZU or Raiffeisen. Mentor of start-ups, passionate about creating new business models.

During his 9+ years at Bluesoft, he has gone from a Software Developer to Business Development Manager. Since September 2017, he has been working on the Mr Wolf Project as Head of Product.

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