Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • harvard-cite-them-right
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Prototyping Customer Service with Large Language Models
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)ORCID iD: 0000-0002-2922-2286
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)ORCID iD: 0000-0002-8059-9150
University of Borås, Faculty of Librarianship, Information, Education and IT. (InnovationLab)
Centiro Solutions AB, Vevgatan 6, 504 64 Borås, Sweden.
Show 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.
Available from: 2024-09-20 Created: 2024-09-20 Last updated: 2024-09-23

Open Access in DiVA

fulltext(893 kB)83 downloads
File information
File name FULLTEXT01.pdfFile size 893 kBChecksum SHA-512
01604676a7f1c01d0adbe819c9a52b0d91144f9fe3fc819592ddd5e89aefab934d9c8b610a0cdd0fd731e5d2085e03457be597f7c9f83eb7c4c7e10d1740a155
Type fulltextMimetype application/pdf

Authority records

Juell-Skielse, GustafAskenäs, LindaDahlstrand, BjörnHjalmarsson, Anders

Search in DiVA

By author/editor
Juell-Skielse, GustafAskenäs, LindaDahlstrand, BjörnHjalmarsson, Anders
By organisation
Faculty of Librarianship, Information, Education and IT
Information Systems

Search outside of DiVA

GoogleGoogle Scholar
Total: 83 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 288 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • harvard-cite-them-right
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf