Towards expert systems for improved customer services using ChatGPT as an inference engine.

Ezenkwu, Chinedu Pascal

Abstract

By harnessing both implicit and explicit customer data, companies can develop a more comprehensive understanding of their consumers, leading to better customer engagement and experience, and improved loyalty. As a result, businesses have embraced many AI technologies, including chatbots, sentiment analysis, voice assistants, predictive analytics, and natural language processing, within customer services and e-commerce. The arrival of ChatGPT, a state-of-the-art deep learning model trained with general knowledge in mind, has brought about a paradigm shift in how companies approach AI applications. However, given that most business problems are bespoke and require specialised domain expertise, ChatGPT needs to be aligned with the requisite task-oriented ability to solve these issues. This paper presents an iterative procedure that incorporates expert system development process models and prompt engineering, in the design of descriptive knowledge and few-shot prompts, as are necessary for ChatGPT-powered expert systems applications within customer services. Furthermore, this paper explores potential application areas for ChatGPT-powered expert systems in customer services, presenting opportunities for their effective utilisation in the business sector.

Citation

EZENKWU, C.P. 2023. Towards expert systems for improved customer services using ChatGPT as an inference engine. In Proceedings of the 2023 IEEE (Institute of electrical and Electronics Engineers) International conference on digital applications, transformation and economy (ICDATE 2023), 14-16 July 2023, Miri, Malaysia, article 10248647. Available from: https://doi.org/10.1109/ICDATE58146.2023.10248647

• Presentation Conference Type: Conference Paper (published)
• Conference Name: 2023 IEEE (Institute of Electrical and Electronics Engineers) International conference on digital application, transformation and economy (ICDATE 2023)
• Start Date: Jul 14, 2023
• End Date: Jul 16, 2023
• Acceptance Date: May 31, 2023
• Online Publication Date: Sep 15, 2023
• Publication Date: Dec 31, 2023
• Deposit Date: Jun 12, 2023
• Publicly Available Date: Jun 12, 2023
• Publisher: Institute of Electrical and Electronics Engineers (IEEE)
• Peer Reviewed: Peer Reviewed
• Book Title: Proceedings of the 2023 IEEE (Institute of electrical and Electronics Engineers) International conference on digital applications, transformation and economy (ICDATE 2023)
• ISBN: 9798350310689
• DOI: https://doi.org/10.1109/ICDATE58146.2023.10248647
• Keywords: ChatGPT; Customer services; Expert systems; Business analytics; Chatbot; Natural language processing
• Public URL: https://rgu-repository.worktribe.com/output/1987211