Implementing LLMs in customer service enhancement
All three case studies in this chapter are created mock cases, engineered to provide relevant information.
Background
A leading telecommunications company, Comet Communications, faced challenges in managing the increasing volume of customer inquiries and support requests. Their traditional customer service infrastructure was strained, leading to long wait times and decreased customer satisfaction.
Objective
The objective was to improve customer satisfaction by providing quick, accurate, and personalized support while reducing the workload on human customer service agents.
Implementation of LLMs
The steps to fulfill our objective are discussed next.
Integration with existing infrastructure
The implementation of LLMs within existing customer service infrastructures, such as the case with Comet Communications, involves several strategic steps to enhance customer interaction and streamline service processes. Here...
