What is NLP (Natural Language Processing)
Definition
NLP (Natural Language Processing) is the branch of artificial intelligence that enables machines to understand, interpret and generate human language, both written and spoken. It's the technology that turns a free-form message like 'do you have a room with a crib for the weekend?' into a clear, actionable intent for a system.
NLP combines tasks such as intent detection, entity extraction (dates, number of guests, room type), sentiment analysis and response generation. Today's large language models (LLMs) have dramatically improved its accuracy, making it possible to grasp nuance, typos and multiple languages. In hospitality, NLP is the engine that lets a chatbot or virtual assistant truly understand what a guest is asking for, rather than just recognizing isolated words.
How to leverage it
- Judge NLP quality by testing real, messy guest messages rather than perfect sentences, so you can see whether it genuinely understands intent and entities.
- Check that it supports the languages and variants of your markets, including common slang and spelling mistakes.
- Make sure the NLP extracts key data (dates, occupancy, room type) so it can be connected to your PMS and booking engine.
- Use sentiment analysis to detect upset guests or urgent situations and prioritize handing off to a person when needed.
How WeSpeak helps with NLP (Natural Language Processing)
NLP is the heart of WeSpeak: thanks to natural language processing and language models trained for hospitality, WeSpeak understands what each guest writes even when they phrase it in countless ways or in another language, identifies their intent and the relevant details, and replies naturally. That genuine understanding is what lets it resolve queries, handle requests and guide bookings without rigid menus. In other words, WeSpeak puts NLP to work so your hotel can converse with guests the way a person would.
Learn more: AI chatbot for hotels
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