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2024 (engelsk)Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]
This paper presents a prototype aimed at enhancing the customer service workflow of Centiro Solutions, focusing on efficiently resolving incidents related to software products and services. Leveraging a Large Language Model (LLM), the prototype enhances information retrieval, problem-solving procedures, and communication alignment with company values. The design process involved an innovation sprint, a collaborative effort between industry and academia, employing methodologies like design-thinking and agile development. Evaluation results indicate several benefits, including cost reduction, improved customer service, and streamlined training for customer service technicians. The paper proposes four hypotheses for future research, including the integration of language models into workflows and the importance of user involvement in developing routines for utilizing language models effectively.
Emneord
Customer Service, Large Language Model, Innovation Sprint, Prototype
HSV kategori
Forskningsprogram
Handel och IT
Identifikatorer
urn:nbn:se:hb:diva-32588 (URN)
Konferanse
19th International Conference on Design Science Research in Information Systems and Technology (DESRIST), University West, Trollhättan, Sweden, 3–5 June, 2024.
2024-09-202024-09-202024-09-23