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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 …
Analysis Of First-Time Completion In The Field Service Environment, Gavin Rick, Scott Englerth, Marc Carter, Hayley Horn
Analysis Of First-Time Completion In The Field Service Environment, Gavin Rick, Scott Englerth, Marc Carter, Hayley Horn
SMU Data Science Review
First-time completion is an important measure of service quality and efficiency in the field service industry. Customers call upon field service providers to repair their equipment in a timely manner so it can be put back into service for their business demands. Responsiveness can be measured through first-time completion and is defined as completing the repair on the first visit of a service call. This research is exploring the first-time completion in the forklift service industry. This research found the primary factors that impact first-time completion percentage in this industry include parts on hand, parts backorder process, technician experience, and …
Enhanced Data Science Methods For Freight Optimization At Kelly-Moore Paints, Lance Dacy, Reannan Mcdaniel, Shawn Jung
Enhanced Data Science Methods For Freight Optimization At Kelly-Moore Paints, Lance Dacy, Reannan Mcdaniel, Shawn Jung
SMU Data Science Review
Kelly-Moore Paints is a paint manufacturing company founded in San Carlos, California in 1946 by William Kelly and William Moore. It has stores located in California, Texas, Oklahoma, and Nevada. They currently own 11 42’ trailers, contract 4 distinct drivers, and service 44 stores Monday-Thursday from its Texas Distribution and Manufacturing Center in Hurst, TX. Given that transportation costs are typically the highest in the supply chain costs, this study will employ data science techniques to ensure the transportation routing, store ordering mechanism, and trailer utilization are at the best efficiency possible given the current ordering patters of the stores. …