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Enhancing Customer Support Operations Through Gpt & Q-Learning: A Model Study, Adam Alidra, Bob O'Brien, Dalton Young
Enhancing Customer Support Operations Through Gpt & Q-Learning: A Model Study, Adam Alidra, Bob O'Brien, Dalton Young
SMU Data Science Review
Abstract. “Growth strategies that are purpose-led, customer-centric, experience-driven, data/AI-enabled, and technology-scaled require new mindsets…” (Cornfield, 2021). What can we take from this? Business growth and customer experience are inextricably tied together. Therefore, thriving, as an organization, is dependent on reimagining enterprise operations through modern, scalable data and AI technologies. Our study aims to enhance support operations with emerging AI capabilities, including OpenAI’s LLM models, built on self-attention mechanism transformer architecture, and tailored for business needs through prompt engineering. Our research uses Markov Decision Process and the Q-learning algorithm to evaluate synthetically created support incidents. Through this set of methods, our …