Large Language Models (LLMs) are a tool that can substantially improve customer service operations. Highly intelligent AI assistants that specialize in understanding human language, LLMs can offer contextual response generation, triage and categorization, quick automated self-help responses, knowledge base integration, and sentiment detection and emotion recognition. LLMs can provide context-aware responses, categorize emails automatically, generate instructions tailored to a specific situation, incorporate relevant answers from knowledge bases, and detect sentiment, sarcasm, and emotion in customer emails. By using LLMs for customer service operations, businesses can deliver personalized, efficient, and empathetic experiences, cultivating satisfied customers who become brand ambassadors.

source update: 5 Use Cases to Leverage Large Language Models in Customer Service… – Towards AI