{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,30]],"date-time":"2025-12-30T09:00:48Z","timestamp":1767085248886,"version":"3.38.0"},"reference-count":0,"publisher":"University of Bor\u00e5s","issue":"iConf","license":[{"start":{"date-parts":[[2025,3,11]],"date-time":"2025-03-11T00:00:00Z","timestamp":1741651200000},"content-version":"unspecified","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IR"],"abstract":"<jats:p>Introduction. As large language models (LLMs), such as GPTs, become more intelligent, a key area of exploration is how these technologies can improve the customer experience. Contrary to common belief, many consumers, including Gen Z, prefer human-provided customer service, illustrating the importance of human-AI collaboration in the space.\r\nMethod. By leveraging the author\u2019s real-world knowledge of enterprise knowledge management and customer service delivery, we reviewed numerous literature about AI, knowledge management, and service design and synthesised practical insights for industry professionals to build a successful AI strategy.\r\nAnalysis. We examined the gap between academic research on generative AI and how such solutions can be deployed in real-world enterprise contact centers.\r\nResults. We outline how companies are adopting generative AI, offer strategies for training AI models to assist with customer issues, discuss AI-powered localization, and share tips for facilitating human-AI collaboration.\r\nConclusions. This research found that companies will require humans for effective customer service delivery because there is no complete substitute for human judgment in mission-critical settings. Despite this, companies can still see significant performance and customer satisfaction improvements by focusing on human-AI collaboration, and empowering human agents to focus on specialized tasks while the AI addresses rudimentary ones.<\/jats:p>","DOI":"10.47989\/ir30iconf47566","type":"journal-article","created":{"date-parts":[[2025,3,11]],"date-time":"2025-03-11T13:54:45Z","timestamp":1741701285000},"page":"150-158","source":"Crossref","is-referenced-by-count":2,"title":["Empowering customer service with generative AI: enhancing agent performance while navigating challenges"],"prefix":"10.47989","volume":"30","author":[{"given":"Charles","family":"Costa","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Souvick","family":"Ghosh","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"27919","published-online":{"date-parts":[[2025,3,11]]},"container-title":["Information Research an international electronic journal"],"original-title":[],"link":[{"URL":"https:\/\/publicera.kb.se\/ir\/article\/download\/47566\/36940","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/publicera.kb.se\/ir\/article\/download\/47566\/36940","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,3,11]],"date-time":"2025-03-11T13:56:16Z","timestamp":1741701376000},"score":1,"resource":{"primary":{"URL":"https:\/\/publicera.kb.se\/ir\/article\/view\/47566"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,3,11]]},"references-count":0,"journal-issue":{"issue":"iConf","published-online":{"date-parts":[[2025,3,11]]}},"URL":"https:\/\/doi.org\/10.47989\/ir30iconf47566","relation":{},"ISSN":["1368-1613"],"issn-type":[{"value":"1368-1613","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,3,11]]}}}