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"Ask Me Anything": How Comcast Uses LLMs to Assist Agents in Real Time
May 3, 2024, 4:14 a.m. | Scott Rome, Tianwen Chen, Raphael Tang, Luwei Zhou, Ferhan Ture
cs.CL updates on arXiv.org arxiv.org
Abstract: Customer service is how companies interface with their customers. It can contribute heavily towards the overall customer satisfaction. However, high-quality service can become expensive, creating an incentive to make it as cost efficient as possible and prompting most companies to utilize AI-powered assistants, or "chat bots". On the other hand, human-to-human interaction is still desired by customers, especially when it comes to complex scenarios such as disputes and sensitive topics like bill payment.
This raises …
abstract agents ai-powered arxiv become comcast companies cost cs.cl customer customers customer satisfaction customer service however llms prompting quality service type
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