Generative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees
Journal
Hawaii International Conference on System Sciences (HICSS)
Type
conference paper
Date Issued
2024-01-06
Author(s)
Research Team
IWI6
Abstract
Customer support service employees are facing an increased workload, while artificial intelligence (AI) appears to possess the potential to change the way we work. With the advent of modern types of generative AI, new opportunities to augment frontline service employees have emerged. However, little is known about how to integrate generative AI in customer support service organizations and purposefully change service employee work routines. Following multi-method qualitative research, we performed a literature review, conducted workshops, and interviewed IT support agents, managers, and AI experts. Thereby, we examine AI augmentation for frontline service employees in the context of IT support to carve out where and how GenAI can be leveraged to develop more efficient and higher-quality customer support. Our resulting framework reveals that especially adapting solutions and retaining knowledge is subject to a high degree of AI augmentation.
Language
English
Keywords
Generative AI
Augmentation
Artificial Intelligence
Customer Service
Large Language Models
HSG Classification
contribution to scientific community
Refereed
Yes
Event Title
Hawaii International Conference on System Sciences (HICSS)
Event Location
Waikiki, Hawaii, USA
Event Date
3-6 Jan 2024
Subject(s)
Division(s)
File(s)![Thumbnail Image]()
Name
JML_959.pdf
Size
491.46 KB
Format
Adobe PDF
Checksum (MD5)
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