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Intelligent Customer Service Based on Large Language Models

Author(s)

Bingcheng Jiang*

Affiliation(s)

Xi’an Jiaotong Liverpool University, Suzhou, China *Corresponding Author

Abstract

Intelligent customer service (ICS) based on large language model (LLM) trained by a large data. Intelligent customer service can communicate with people in specific industry such as retail and online stores which can improve the experience of the user crowd and unleash productivity, and the global intelligent customer service market is expected to exceed 100 billion US dollars by 2025. Nevertheless, there have been no related research so far and exist a research gap, therefore, this is a great beginning to develop new areas of research based on LLM. The Real-time Knowledge Update is achieved through the Retrieval-Augmented Generation (RAG) architecture, which combines external knowledge bases with the generation capabilities of LLMs, building a new architecture and foundation of intelligent customer service and addressing the issues of timeliness and domain knowledge deficiency in traditional online customer service.

Keywords

Intelligent Customer Service; LLM; Retrieval-Augmented Generation; Real-Time Knowledge Update

References

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