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A System for Human-AI collaboration for Online Customer Support
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AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To this end, it is desirable to have human involvement in the customer servicing process. In this work, we present a system where a human support agent collaborates in real-time with an AI agent to satisfactorily answer customer queries. We describe the user interaction elements of the solution, along with the machine learning techniques involved in the AI agent.
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Cited by 1 Pith paper
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ProxyLLM : LLM-Driven Framework for Customer Support Through Text-Style Transfer
ProxyLLM uses an LLM to rewrite emotionally charged customer messages into neutral or positive tones, aiming to shield customer service agents from abuse without losing the content of the request.
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