SwissText 2023

Adapting Large Language Models for Customer Request Handling: An exploration of possible approaches

Katsiaryna Mlynchyk, Alexandros Paramythis

Challenge

“Adapt” LLMs to the domain at hand, and to the factual knowledge of the individual company / organization for automated handling of customer requests – received through channels such as email, chat, social media, etc. 

Such models will need to have access, in one way or another, to privileged, non-public information in the company’s knowledge base.

Requirements

• can be trained / fine-tuned / otherwise adapted with reasonable resources
• can be prepared and used on-premise, to avoid sending private information outside  the company’s infrastructure
• must support the language in use