Generative AI Tools in Customer Service - Beyond the Hype of "Prompt Engineering"
Journal
Marketing Review St. Gallen
ISSN
1865-6544
Type
journal article
Date Issued
2023-06
Author(s)
Editor(s)
Dennis Herhausen
Abstract
The adoption of artificial assistant tools (AAT) powered by generative artificial intelligence and large language models to support frontline employees (FLEs) opens up promising new use cases while also introducing changing skillset requirements and new challenges (e.g., in compliance and data security).
In this paper, the authors explore AAT implementation in a customer contact center, drawing conclusions from a qualitative study of practical use cases, necessary FLE skills and data security requirements and solutions. Recommendations are provided for implementing AATs using the GPT-3.5 Turbo API.
In this paper, the authors explore AAT implementation in a customer contact center, drawing conclusions from a qualitative study of practical use cases, necessary FLE skills and data security requirements and solutions. Recommendations are provided for implementing AATs using the GPT-3.5 Turbo API.
Language
English
HSG Classification
contribution to practical use / society
Refereed
yes
Publisher
Thexis Verlag
Publisher place
St. Gallen
Volume
6/2023
Start page
22
End page
31
Subject(s)
Division(s)
File(s)![Thumbnail Image]()
open.access
Name
Generative AI Tools in Customer Service.pdf
Size
366.62 KB
Format
Adobe PDF
Checksum (MD5)
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