NLP Chatbots: Do You Really Need One?

When choosing a chatbot, businesses often face the dilemma of whether to adopt Natural Language Processing (NLP) technology. This article explores the advantages and disadvantages of NLP chatbots, comparing them with traditional rule-based chatbots to help you make the best choice for your needs.

What is NLP?

NLP stands for Natural Language Processing, a branch of artificial intelligence (AI) focused on communication between humans and machines. The goal of NLP is to teach machines to communicate using “natural language,” which includes everyday language, colloquialisms, idioms, and informal speech.

What is an NLP Chatbot?

An NLP chatbot is a chat program equipped with natural language processing capabilities. It can understand messages written in a natural manner, identify the intent of the message, and handle spelling errors, synonyms, and colloquial expressions just like a human. This type of chatbot represents a new stage in chatbot development, aiming to mimic the experience of human-to-human conversation.

Advantages of NLP Chatbots

1. Natural Conversation: NLP chatbots can “understand” and function without requiring users to input specific words or phrases, making the conversation flow more smoothly.

2. High Flexibility: Compared to simple FAQ chatbots, NLP chatbots can adapt to users changing their minds, support more varied conversation, and maintain context throughout longer interactions.

3. Future of Chatbots: As AI technology continues to develop, NLP is considered the direction for the future of chatbots.

Disadvantages of NLP Chatbots

1. High Resource Cost: NLP chatbots use complex technology, making them more expensive and requiring longer “training” periods.

2. Potential Overcomplexity: For some simple business needs, NLP chatbots might be unnecessarily complex.

3. Risk of Over-Reliance: Even though NLP chatbots are powerful, they cannot fully replace human customer service. Over-reliance might frustrate customers when they cannot reach a human representative.

Non-NLP Chatbots

Non-NLP chatbots, also known as rule-based or flow-based chatbots, work by identifying predefined keywords and phrases. They typically use buttons to provide users with answer choices.

Advantages:

• Clear functionality, allowing users to immediately understand the chatbot’s capabilities
• Lower development and maintenance costs

Disadvantages:

• Less flexibility
• Conversations may appear stiff and mechanical

When to Use an NLP Chatbot

NLP chatbots may not be necessary for tasks such as:

• Collecting user data (name, contact information, order number, etc.)
• Answering frequently asked questions
• Directing users to relevant resources
• Routing incoming queries to the appropriate department

If you want a chatbot that can generate engaging conversations or handle slightly more complex scenarios, an NLP chatbot might be a better choice.

Conclusion

Deciding whether you need an NLP chatbot depends on clearly defining the goals you want your chatbot to achieve. For most businesses, an NLP chatbot can be a nice enhancement but not a necessity. Carefully evaluate your business needs and resources before making a decision.