Utilizing Large Language Models for Automating Technical Customer Support

TL;DR

This paper explores how large language models like GPT-4 can automate technical customer support tasks, demonstrating promising methods to enhance efficiency and quality while highlighting implementation challenges.

Contribution

It presents new approaches for automating TCS tasks using LLMs, including prototypes and data analysis insights.

Findings

LLMs improve support efficiency and quality

Effective text correction and summarization methods identified

Challenges in quality assurance and organizational integration highlighted

Abstract

The use of large language models (LLMs) such as OpenAI's GPT-4 in technical customer support (TCS) has the potential to revolutionize this area. This study examines automated text correction, summarization of customer inquiries and question answering using LLMs. Through prototypes and data analyses, the potential and challenges of integrating LLMs into the TCS will be demonstrated. Our results show promising approaches for improving the efficiency and quality of customer service through LLMs, but also emphasize the need for quality-assured implementation and organizational adjustments in the data ecosystem.