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This white paper describes a Dell Technologies DellNLP, an in-house Natural Language Processing (NLP) product that leverages Machine Learning (ML) and Artificial Intelligence (AI) to derive insights from text data within Support Services.
DellNLP has facilitated insights generation from unstructured text data and the development of NLP applications, which helps improve customer experience. Key takeaways include:
- A reduction of about 17% for call handle times
- A centralized, scalable solution for processing text data in various applications, resulting in reduction of about 50% in development time
- Improved customer experience by modernizing multiple touchpoints in customer journey