Please use this identifier to cite or link to this item:
https://doi.org/10.21256/zhaw-30660| Publication type: | Conference paper |
| Type of review: | Peer review (publication) |
| Title: | Exploring the potential of large language models for automation in technical customer service |
| Authors: | Wulf, Jochen Meierhofer, Jürg |
| et. al: | No |
| DOI: | 10.21256/zhaw-30660 |
| Proceedings: | Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference |
| Editors of the parent work: | Bigdeli, Ali Z. Baines, Tim Akkermans, Henk |
| Page(s): | 146 |
| Pages to: | 157 |
| Conference details: | Spring Servitization Conference, Tilburg, The Netherlands, 13-14 May 2024 |
| Issue Date: | 13-May-2024 |
| Publisher / Ed. Institution: | The Advanced Services Group |
| ISBN: | 978-1-85449-819-9 |
| Language: | English |
| Subjects: | Large language model; LLM; Customer service; Technical customer service; Service automation; Service management; Artificial intelligence |
| Subject (DDC): | 410.285: Computational linguistics |
| Abstract: | Purpose: The purpose of this study is to investigate the potential of Large Language Models (LLMs) in transforming technical customer service (TCS) through the automation of cognitive tasks. Design/Methodology/Approach: Using a prototyping approach, the research assesses the feasibility of automating cognitive tasks in TCS with LLMs, employing real-world technical incident data from a Swiss telecommunications operator. Findings: Lower-level cognitive tasks such as translation, summarization, and content generation can be effectively automated with LLMs like GPT-4, while higher-level tasks such as reasoning require more advanced technological approaches such as Retrieval-Augmented Generation (RAG) or finetuning ; furthermore, the study underscores the significance of data ecosystems in enabling more complex cognitive tasks by fostering data sharing among various actors involved. Originality/Value: This study contributes to the emerging theory on LLM potential and technical feasibility in service management, providing concrete insights for operators of TCS units and highlighting the need for further research to address limitations and validate the applicability of LLMs across different domains. |
| URI: | https://www.advancedservicesgroup.co.uk/wp-content/uploads/SSC2024-Proceedings.pdf https://digitalcollection.zhaw.ch/handle/11475/30660 |
| Fulltext version: | Published version |
| License (according to publishing contract): | |
| Departement: | School of Engineering |
| Organisational Unit: | Institute of Data Analysis and Process Design (IDP) |
| Appears in collections: | Publikationen School of Engineering |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| 2024_Wulf-Meierhofer_LLM-potential-for-automation-in-TCS_SSC.pdf | 1.64 MB | Adobe PDF |  View/Open |
Show full item record
Wulf, J., & Meierhofer, J. (2024). Exploring the potential of large language models for automation in technical customer service [Conference paper]. In A. Z. Bigdeli, T. Baines, & H. Akkermans (Eds.), Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference (pp. 146–157). The Advanced Services Group. https://doi.org/10.21256/zhaw-30660
Wulf, J. and Meierhofer, J. (2024) ‘Exploring the potential of large language models for automation in technical customer service’, in A.Z. Bigdeli, T. Baines, and H. Akkermans (eds) Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference. The Advanced Services Group, pp. 146–157. Available at: https://doi.org/10.21256/zhaw-30660.
J. Wulf and J. Meierhofer, “Exploring the potential of large language models for automation in technical customer service,” in Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference, May 2024, pp. 146–157. doi: 10.21256/zhaw-30660.
WULF, Jochen und Jürg MEIERHOFER, 2024. Exploring the potential of large language models for automation in technical customer service. In: Ali Z. BIGDELI, Tim BAINES und Henk AKKERMANS (Hrsg.), Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference [online]. Conference paper. The Advanced Services Group. 13 Mai 2024. S. 146–157. ISBN 978-1-85449-819-9. Verfügbar unter: https://www.advancedservicesgroup.co.uk/wp-content/uploads/SSC2024-Proceedings.pdf
Wulf, Jochen, and Jürg Meierhofer. 2024. “Exploring the Potential of Large Language Models for Automation in Technical Customer Service.” Conference paper. In Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference, edited by Ali Z. Bigdeli, Tim Baines, and Henk Akkermans, 146–57. The Advanced Services Group. https://doi.org/10.21256/zhaw-30660.
Wulf, Jochen, and Jürg Meierhofer. “Exploring the Potential of Large Language Models for Automation in Technical Customer Service.” Digital Service Innovation: Redefining Provider-Customer Interactions : Proceedings of the Spring Servitization Conference, edited by Ali Z. Bigdeli et al., The Advanced Services Group, 2024, pp. 146–57, https://doi.org/10.21256/zhaw-30660.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.