Customer Support

Customer support research focuses on improving efficiency and personalization in customer interactions, primarily through automation and enhanced understanding of customer needs. Current efforts leverage large language models (LLMs) like BERT and RoBERTa, along with techniques like LangChain and LSTM architectures, to analyze conversational data (including speech transcriptions), detect customer intent and sentiment, and even redact sensitive information in real-time. These advancements aim to create more efficient and effective customer service systems, impacting both customer satisfaction and operational costs for businesses.