Date of Publication :28th February 2023

Abstract: The paper talks about using NLP and its techniques to simplify CRM systems. The use of NLP techniques tries to remove human error in CRM systems. In CRM systems the entry of information has always found errors in regard to customer and service provider calls. Recently the data entry by the service provider has seen massive errors resulting in unsatisfactory engagement with the customer. The paper describes the use of NLP application of text to speech conversion and text summarization along with the use of NLP modules such as tokenization and stop word removal to manipulate the text to retrieve valuable information has improved the CRM system management. The paper shows flowcharts of working from input as entry of audio file using a GUI and producing the output in the form of a python dictionary containing all the required information. The paper shows the pre-processing of audio files where the NLP modules have been used. The paper illustrates the outputs and its working from start to end. The research talks about the future scope of CRM system and increasing its productivity by integrating factors of Artificial Intelligence.

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