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Leveraging Large Language Models for Intelligent Customer Service Channel Navigation

Nektarios Machner, Constantin Alexander Ehmanns, Ömer Uludag, Peyman Toreini, Florian Matthes. Leveraging Large Language Models for Intelligent Customer Service Channel Navigation. In Benoit Aubert, Wynne Chin, Jeff Parsons, Marie-Claude Boudreau, Jacqueline Corbett, Ashish Gupta 0004, editors, 31st Americas Conference on Information Systems: Intelligent Technologies for a Better Future, AMCIS 2025, Montreal, QC, Canada, August 14-16, 2025. Association for Information Systems, 2025. [doi]

Authors

Nektarios Machner

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Constantin Alexander Ehmanns

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Ömer Uludag

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Peyman Toreini

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Florian Matthes

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