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

Reinhard, PhilippLi, MaheiPeters, ChristophLeimeister, Jan Marco2023-12-262023-12-262024-01-03978-0-9981331-7-1e116fd6c-fbcd-4451-9470-d1d98bcfa5e9https://hdl.handle.net/10125/106403engAttribution-NonCommercial-NoDerivatives 4.0 InternationalAI and the Future of Workartificial intelligenceaugmentationcustomer servicegenerative ailarge language modelsGenerative AI in Customer Support Services: A Framework for Augmenting the Routines of Frontline Service EmployeesConference Paper10.24251/HICSS.2023.028