Prototyping Customer Service with Large Language ModelsShow others and affiliations
2024 (English)Conference paper, Published paper (Refereed)
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.
Place, publisher, year, edition, pages
2024.
Keywords [en]
Customer Service, Large Language Model, Innovation Sprint, Prototype
National Category
Information Systems
Research subject
Business and IT
Identifiers
URN: urn:nbn:se:hb:diva-32588OAI: oai:DiVA.org:hb-32588DiVA, id: diva2:1899791
Conference
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