How do decision-makers start introducing NLP-based products?
Quentin Reul: Before introducing NLP products, it’s important decision-makers understand their team’s needs as the team understands and can frame the business problem that needs to be solved. Decision-makers must start with setting up a clear strategy and priorities. Once the foundation is created, they should prioritize developing NLP-based products in the areas where their company has amassed unique content.
At Wolters Kluwer, we have introduced an advanced user experience, which involves designing solutions based on contextual inquiries. Contextual inquiry is when teams partner with customers to engage, inquire, contextualize, and interpret their problem, helping us understand their pain points. Our product management, user experience and engagement teams work directly with customers to understand their activities and identify where NLP can complement their existing workflows. Our teams then custom-create tools to extract insights from the content.
Our strategy involves “failing fast to pivot” through a continuous engagement and validation process. We iterate by digging deeper to understand the problem better or by optimizing the technical aspects of the function.
How is NLP slated to impact the future of the workforce and workflows?
Quentin Reul: When professionals make critical decisions that impact their clients, for example a doctor giving a patient a diagnosis, NLP can provide suggestions that allows the doctor to make more informed decisions. This is what we often refer to as human-in-the loop solutions.
Another example is what we at Wolters Kluwer recently did with Cortana, Microsoft’s voice assistant. We let tax professionals ask Cortana anything they wanted, entirely circumventing a web search. Companies that invest in their human expertise by integrating it with automated solutions drive better outcomes for their customers and employees. And at the end of the day, whether you’re a doctor or lawyer or tax professional, you will always want to understand and sign off on the decision AI presents because you are responsible.
NLP opens the door for higher productivity, faster turnaround times and overall improved quality in the professionals’ work. As for the robot-replaces-human trope – NLP will not replace the workforce, but it will require us to change how we do things.
NLP across industries