How Natural Language Processing Helps LinkedIn Members Get Support Easily
As members explore the many products of LinkedIn, including the feed, homepage, Learning, Recruiter, and Sales Navigator, to name a few, they often experience new exciting features, which, from time to time, may lead to questions around use. To help our members and deliver the assistance they need, we use deep learning-powered Natural Language Processing (NLP) to predict the best answers for help requests. Given our scale, NLP gives us the best shot at providing answers for our 610 million+ members. Every day, the automated system based on NLP solves over one thousand tickets. The questions can range from broad, such as on accounts settings, to specific, like enhancing a member’s profile page. To ensure members can get the help they need easily, we offer the Quick Help Widget under the Settings tab, and a dedicated Help Center search.