Listen to an AI-generated podcast summarizing key insights from Reimagining Customer Service Journeys with LLMs: A Framework for Chatbot Design and Workflow Integration, a white paper from Mack Institute co-director Prof. Christian Terwiesch and Lennart Meincke, Mack Institute predoctoral fellow.
The paper presents a framework for integrating chatbots into workflows, striking a balance between automation and human oversight. The authors examine how businesses and organizations can make strategic decisions about chatbot functionality to improve customer experiences across industries, from travel and healthcare to education and finance.
Listen below: