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How do we get better than good enough? Leveraging NLP techniques, we can determine the general sentiment of a sentence, phrase, or a paragraph of text. We can mine the world of social data to get a sense of what is being said. But, how do you get control of the factors that create happiness? How do you become proactive in making end-users happy? Chatbots, human chats, and conversations are the means we are using to express our ideas to each other. NLP is great for helping us process and understand this data but can fall short. In our session, we will explore how to expand NLP/sentiment analysis to investigate the intense interactions that can occur between humans and humans or humans and robots. We will show how to pinpoint the things that work to improve quality and how to use those data points to measure the effectiveness of chatbots. Learn how we have applied popular NLP frameworks such as NLTK, Stanford CoreNLP and John Snow Labs NLP to financial customer service data. Explore techniques to analyze conversations for actionable insights. Leave with an understanding of how to influence your customers' happiness.