Towards Intelligent Process Support for Customer Service Desks: Extracting Problem Descriptions from Noisy and Multi-lingual Texts

Customer service is a differentiating capability for companies, but it faces significant challenges due to the growing individualization and connectivity of products, the increasing complexity of knowledge that service employees need to deal with, and steady cost pressure. Artificial intelligence (AI) can support service processes in a variety of ways, however, many projects simply propose replacing employees with chat bots. In contrast to pure automation focusing on customer self-service, we introduce three intelligent assistants that support service employees in their complex tasks: the scribe, the skill manager, and the background knowledge worker.

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