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NLP and the future of enlightened businesses

NLP and the future of enlightened businesses
Kalyan Kumar B - Executive Vice President & CTO - IT Services | August 12, 2016
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Towards a large-scale transformational curve

Natural language processing (NLP) is a boon for businesses across industries like finance, law, healthcare, manufacturing, transport, and energy – industries on the lookout for intelligent and comprehensive solutions for automation and orchestration of tasks.

Natural language processing (NLP) has the potential to significantly impact areas such as process automation (Robotic Process Automation or RPA) and service desk (Cognitive Service Desk Agent or CSDA). RPA is built around NLP-based assisted services, such as pattern matching, rule-based computation, statistical modeling, and machine learning, along with information retrieval.

This helps systems to automatically convert human inputs in the form of voice or text into machine-readable instructions utilizing stemming algorithms, keyword tokenizing, and statistical techniques such as word occurrence frequency. This aids not only task execution but gathers insights from negative instances, preventing future occurrences.

The following diagram explains the flow:

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CSDA is another practical implementation of the above application. It is a solution perfectly geared for information workers capable of pre-emptively categorizing and even executing user requests without manual intervention of a customer service agent.

This, in turn, reduces wait time, costs, workforce effect, and increases query management capabilities within a given time period, as most queries can be resolved without any intervention. The system is crafted to continuously gain learnings, on the basis of feedback received per case. It is an ideal solution for both small and large enterprises.

The CSDA has been enabled to extract content and context from both structured and unstructured data, recognizing and imbibing sentiments and trends over time.

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HCL’s dynamic and innovative solution suite finds global acceptance

HCL Technologies’ DRYiCE is an artificial intelligence-driven (AI-driven) automation framework. It consists of machine learning components (on proven supercomputing systems), automation modules, orchestration components, well-proven monitoring tools as a service (MTaaS), knowledge management, and a reporting layer—all tied together in a pragmatic IT service management-based (ITSM-based) framework, the HCL Gold Blue Print.

HCL DRYiCE was recognized for its ‘disruptive’ capacities when it received the Best Innovation award in the natural language processing (NLP) category at the AI Summit in London on May 5, 2016.

The AI Summit was attended by technology leaders who focused their discussions on practical AI solutions for business applications and debated future possibilities and benefits. The summit brought together tech giants and innovative start-ups to showcase their achievements in the field and to compete for the AI technology awards, the Alconics.

These are the only independently judged awards that celebrate drive, innovation, and effort in the global AI community for organizations across five categories. HCL Technologies was a platinum sponsor of the AI Summit this year.

Despite the debate on AI’s potential impact (with several thought leaders warning against it), the onset of AI is an inevitable progression on the road to digitization.

It is, therefore imperative businesses embrace this revolutionary force. Businesses should evaluate their current processes, to see how best to incorporate the solution, ensuring enhanced and effective outputs.


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