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An Investigation of Natural Language Processing (NLP) in Customer Service Automation: A Study of Call Centers in Kwara State

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  • NGN 5000

Background of the Study

Natural language processing (NLP), a subset of artificial intelligence, has revolutionized customer service automation by enabling machines to understand, interpret, and respond to human language. NLP-powered solutions, such as chatbots and automated voice response systems, have enhanced customer engagement, reduced response times, and streamlined operational efficiency (Smith et al., 2023).

In Kwara State, call centers play a vital role in providing customer support services across various industries. However, many call centers still rely on traditional methods that are labor-intensive and prone to inefficiencies. Implementing NLP in customer service automation presents an opportunity to improve service delivery and enhance customer satisfaction. This study investigates the role of NLP in customer service automation in call centers in Kwara State.

Statement of the Problem

Despite advancements in NLP technology, its adoption in call centers in Kwara State remains limited. Many call centers struggle with issues such as high operational costs, delayed response times, and inconsistent customer experiences. While NLP offers solutions to these challenges, barriers such as technical expertise, cost, and resistance to change hinder its implementation (Adeoye & Musa, 2024). This study examines the adoption and impact of NLP in automating customer service processes.

Objectives of the Study

  1. To evaluate the adoption level of NLP in customer service automation in call centers in Kwara State.

  2. To assess the impact of NLP on customer satisfaction and operational efficiency.

  3. To identify barriers to implementing NLP in call centers.

Research Questions

  1. What is the adoption level of NLP in customer service automation in call centers in Kwara State?

  2. How does NLP influence customer satisfaction and operational efficiency?

  3. What are the barriers to implementing NLP in call centers?

Research Hypotheses

  1. There is no significant relationship between NLP adoption and customer service efficiency.

  2. NLP does not significantly enhance customer satisfaction in call centers.

  3. Barriers to implementing NLP are not significant in call centers in Kwara State.

Scope and Limitations of the Study

The study focuses on call centers in Kwara State, exploring their use of NLP technologies for customer service automation. Limitations include variations in technological adoption levels and access to proprietary customer interaction data.

Definitions of Terms

  • Natural Language Processing (NLP): A branch of artificial intelligence that enables computers to understand and process human language.

  • Customer Service Automation: The use of technology to manage customer interactions without human intervention.

  • Call Centers: Facilities that handle large volumes of customer inquiries via phone or other communication channels.





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