Reimagining Customer Service Journeys with LLMs: A Framework for Chatbot Design and Workflow Integration

A person using a smartphone with a digital chatbot illustration displaying the message, "What can I help you with?"

Prof. Christian Terwiesch, Mack Institute co-director, and Lennart Meincke, Mack Institute predoctoral fellow, have co-authored a new working paper on chatbot design and workflow integration, the latest in Prof. Terwiesch’s series of papers on practical applications of Generative AI. The paper devises a framework for chatbot implementation based on varyingRead More