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

Watch the video of our presentation at SwissText 2023, in which we present in brief different approaches of evaluating LLMs and their potential to “adapt” to the domain at hand. Alternatively, you can browse through the presentation slides that follow below.