General CRM
Natural Language Processing (NLP)
A field of AI that helps computers understand, interpret, and manipulate human language.
Complete Definition
Natural Language Processing enables CRM systems to analyze text and speech data from customer interactions. Applications include sentiment analysis of support tickets, chatbot understanding, email classification, and voice-to-text transcription. NLP powers smarter CRM features like predictive case routing, automated response suggestions, and intelligent search.
Key Points
- 1Analyzes text and speech
- 2Powers intelligent chatbots
- 3Enables sentiment analysis
- 4Automates email classification
Related Terms
AI in CRM
The integration of artificial intelligence capabilities into CRM platforms to automate tasks, provide predictive insights, and personalize customer interactions.
Sentiment Analysis
The process of computationally identifying and categorizing opinions expressed in text to determine whether the writer's attitude is positive, negative, or neutral.
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