Generative Artificial Intelligence and Consumer-facing Technologies
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Item Customer – Software Agent Negotiations Using Large Language Model: An Experimental Study(2025-01-07) Vahidov, Rustam; Carbonneau, RealLarge Language Models (LLMs) present remarkable opportunities for researchers and professionals to improve the effectiveness of software agents acting on companies' behalf. A particularly promising application is using LLMs to negotiate deals with potential customers. This paper proposes integrating negotiation models with LLM capabilities to generate textual offers in machine-human negotiations. It builds on an assumption that LLMs demonstrate emotional intelligence in their interactions with humans, positively influencing negotiation outcomes and human perceptions. The work introduces a prototype agent application based on a phone plan sales scenario. An experiment with human participants tested the performance of the LLM-powered negotiation agent against a version without LLM. The results indicate that the LLM-enhanced software agent reached agreements with better prices.Item Introduction to the Minitrack on Generative Artificial Intelligence and Consumer-facing Technologies(2025-01-07) Beer, Jeremy; Kietzmann, Jan