NLP (Natural Language Processing)
AI techniques that allow computers to understand and generate human language. In automation, NLP powers ticket classification, sentiment detection, content summarisation, and intelligent routing typically via Claude AI.
Expert insight
NLP techniques applied to messy real-world text (support tickets, reviews, transcripts) perform noticeably worse than the same techniques applied to the clean benchmark datasets vendors demo with. Budget for a calibration pass against your actual data before trusting an NLP classification step in a production workflow.
In a real workflow
NLP classifies incoming emails as sales, support or billing and extracts order numbers.
Common mistakes
- Expecting perfect accuracy without reviewing samples.
- Ignoring languages other than English in a multilingual inbox.
Complexity level
Requires some familiarity with automation concepts.
Related terms
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