A review of natural language processing in contact centre automation

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 led to an increase inquiries related payment extensions, cancellations, stock inquiries, each with varying degrees of urgency. To address this challenge, taken opportunity re-evaluate function contact explore innovative solutions. Next-generation platforms that incorporate machine learning techniques natural language processing, such as self-service voice portals chatbots, are being implemented enhance service. These offer robust features equip agents necessary tools provide exceptional Through extensive review existing literature, paper aims uncover research gaps advantages transitioning centre utilizes solutions norm. Additionally, we will examine major challenges faced recommendations overcoming them, ultimately expediting pace automation.