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Enhancing Intelligent Customer Service Systems with Modular LLM Architecture

Author(s)

Mingyu Zhang*

Affiliation(s)

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

Abstract

In the contemporary business landscape, rapid advances in artificial intelligence (AI) and machine learning have led to the emergence of intelligent customer service (ICS) as a transformative solution. ICS leverages advanced technologies such as natural language processing (NLP), machine learning algorithms, and automation to provide personalized, efficient customer support. This paper presents an in-depth exploration of ICS, examining its key components, benefits, challenges, and future trends. It reviews existing literature on AI-driven customer service, analyzes the impact of intelligent systems on customer satisfaction and operational efficiency, and discusses the ethical and privacy considerations associated with deploying these technologies. By synthesizing the latest research and industry practices, the study provides insights for businesses seeking to enhance their customer service capabilities through intelligent solutions.

Keywords

LLM; RAG; Human-Computer Collaboration; Customer Service

References

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