Pioneering a new era of automated customer service with large language models (LLMs)

Wulf, Jochen; Meierhofer, Jürg

Publication type:	Contribution to magazine or newspaper
Title:	Pioneering a new era of automated customer service with large language models (LLMs)
Authors:	Wulf, Jochen Meierhofer, Jürg
et. al:	No
Published in:	Medium
Issue Date:	27-Jul-2023
Publisher / Ed. Institution:	A Medium Corporation
Language:	English
Subjects:	Large language model; Customer service
Subject (DDC):	006: Special computer methods 410.285: Computational linguistics
Abstract:	In the rapidly evolving digital age, the adoption of large language models (LLMs) such as openai´s GPT-4 will become a game-changer for customer services. These powerful tools have the potential to revolutionize the way businesses interact with their customers, offering enhanced efficiency, accuracy, and a higher level of satisfaction. LLMs have the unique ability to understand and respond to complex customer queries, adapt to diverse customer preferences, and deliver personalized and contextually relevant support at a standardized quality level that is independent of an individual customer service agent’s knowledge base. Moreover, they offer a scalable solution that can handle high volumes of customer interactions, reducing the need for extensive human resources. By leveraging LLMs, businesses can not only improve their customer support but also realize significant cost savings, making them an invaluable asset in today’s competitive business environment.
URI:	https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03 https://digitalcollection.zhaw.ch/handle/11475/28584
Fulltext version:	Published version
License (according to publishing contract):	Licence 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

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Wulf, J., & Meierhofer, J. (2023). Pioneering a new era of automated customer service with large language models (LLMs). Medium. https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03

Wulf, J. and Meierhofer, J. (2023) ‘Pioneering a new era of automated customer service with large language models (LLMs)’, Medium [Preprint]. Available at: https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03.

J. Wulf and J. Meierhofer, “Pioneering a new era of automated customer service with large language models (LLMs),” Medium, Jul. 2023, [Online]. Available: https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03

WULF, Jochen und Jürg MEIERHOFER, 2023. Pioneering a new era of automated customer service with large language models (LLMs). Medium [online]. 27 Juli 2023. Verfügbar unter: https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03

Wulf, Jochen, and Jürg Meierhofer. 2023. “Pioneering a New Era of Automated Customer Service with Large Language Models (LLMs).” Medium, July. https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03.

Wulf, Jochen, and Jürg Meierhofer. “Pioneering a New Era of Automated Customer Service with Large Language Models (LLMs).” Medium, July 2023, https://medium.com/@jocwulf/pioneering-a-new-era-of-automated-customer-service-with-large-language-models-llms-1cc4aacbeb03.