Authors: Scott Rome, Tianwen Chen, Raphael Tang, Luwei Zhou, Ferhan Ture

Published on: May 01, 2024

Impact Score: 8.0

Arxiv code: Arxiv:2405.00801

Summary

• What is new: Introduction of ‘Ask Me Anything’ (AMA) as an AI-assisted feature for customer service agents.
• Why this is important: Need to improve efficiency in customer service without sacrificing the quality of human-to-human interaction.
• What the research proposes: AMA allows agents to get real-time, accurate answers from a large language model, reducing time spent per conversation.
• Results: Agents using AMA spent about 10% less time per conversation and provided positive feedback 80% of the time.

Technical Details

Technological frameworks used: nan

Models used: Large Language Model (LLM)

Data used: nan

Potential Impact

Customer service oriented companies and sectors utilizing AI for efficiency could benefit or face disruption.

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