Innovation in AI-driven customer service: Impact of large language models on enterprise solutions

Manda, Chetan (2025) Innovation in AI-driven customer service: Impact of large language models on enterprise solutions. International Journal of Science and Research Archive, 14 (1). pp. 448-458. ISSN 2582-8185

Large Language Models (LLMs) have revolutionized enterprise customer service by transforming how organizations interact with their customers. This article examines the implementation of LLMs across diverse industry sectors, focusing on financial services and e-commerce platforms. The findings demonstrate significant improvements in response times, first-contact resolution, and customer satisfaction scores. A novel architectural framework incorporating compliance, integration, and language processing layers provides a foundation for enterprise-grade LLM deployment. The results reveal enhanced operational efficiency, reduced costs, and improved service quality. Best practices and implementation guidelines establish a roadmap for organizations adopting LLM solutions while addressing technical and operational challenges. Future directions highlight emerging capabilities in personalization, context understanding, and predictive service delivery.