Leveraging Intent Detection and Generative AI for Enhanced Customer Support

Abstract

Customer support plays a pivotal role in shaping customer satisfaction and fostering loyalty within any business. This paper delves into how the integration of intent detection and generative AI (GenAI) can transform customer support systems. At the core of this transformation is the ability to understand user intent, which is essential for directing customers effectively through the support funnel to the appropriate services. By employing sophisticated natural language processing (NLP) techniques, training LLM to perform RAG and machine learning models, businesses can precisely discern customer intents. This capability allows for the delivery of tailored, immediate responses. The paper further explores the methodologies employed, the advantages gained, and the challenges faced in the adoption of these advanced technologies in customer support systems.