Generative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees

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dc.contributor.authorReinhard, Philipp
dc.contributor.authorLi, Mahei
dc.contributor.authorPeters, Christoph
dc.contributor.authorLeimeister, Jan Marco
dc.date.accessioned2023-12-26T18:35:58Z
dc.date.available2023-12-26T18:35:58Z
dc.date.issued2024-01-03
dc.identifier.doi10.24251/HICSS.2023.028
dc.identifier.isbn978-0-9981331-7-1
dc.identifier.othere116fd6c-fbcd-4451-9470-d1d98bcfa5e9
dc.identifier.urihttps://hdl.handle.net/10125/106403
dc.language.isoeng
dc.relation.ispartofProceedings of the 57th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectAI and the Future of Work
dc.subjectartificial intelligence
dc.subjectaugmentation
dc.subjectcustomer service
dc.subjectgenerative ai
dc.subjectlarge language models
dc.titleGenerative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service Employees
dc.typeConference Paper
dc.type.dcmiText
dcterms.abstractCustomer support service employees are facing 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 a 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 a 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.
dcterms.extent10 pages
prism.startingpage237

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AI and the Future of Work