Revolutionizing Contact Center Knowledge Management: the Game-Changing Role of AI Large Language Models and Autonomous Agents in Text Organization and Optimization

• Main Authors: Holubiev, Vladyslav, Pushkar, Bohdan, Shevchuk, Anton, Mudrak, Roman, Gomotiuk, Oksana, Livitska, Nataliia
• Format: Conference Proceeding
• Language: English
• Subjects: artificial intelligence; Autonomous agents; Computer architecture; contact centers; content optimization; content organization; Customer services; information retrieval; Knowledge based systems; Knowledge management; Large language models; Machine learning; natural language processing; Organizations; Productivity; Transforms
• ISSN: 2770-5226
• DOI: 10.1109/ACIT62333.2024.10712506

We present a groundbreaking architecture for revo- lutionizing contact center knowledge management by harnessing the potential of Large Language Models (LLMs) and autonomous agents. Our approach addresses the challenges faced by knowl- edge workers in maintaining and optimizing knowledge bases.The proposed architecture is built upon the foundations of Chain- of-Thought Prompting, ReAct, and Reflexion concepts, enabling the development of versatile and adaptive agents capable of performing a wide range of knowledge management tasks. The significance of our work lies in its ability to demonstrate the dis- ruptive potential of LLMs and autonomous agents when applied to knowledge management tasks, which has been overlooked in prior research. By employing LLM-based autonomous agents for tasks such as generating descriptive headings, extracting Q&A, summarizing documents, transforming text formats, and optimizing document organization, we aim to overcome the limitations of traditional machine learning tools and techniques, showcasing the transformative power of these technologies. The proposed architecture and its integration into the workflow of knowledge workers represent a significant advancement in the field, with the potential to profoundly transform the landscape of contact center knowledge management, ultimately leading to improved customer service and overall business performance.