Predefined Rule-Based NLU Vs LLM Generated Responses in Conversational AI: A Study of Customer Service Dialogs in the Wild

SSRN Electronic Journal 2026 Preprint Open access

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Authors: Silje Bechmann Granås, Anna Grøndal Larsen, Asbjørn Følstad, Gunn Marit Kinden, Marita Bjaaland Skjuve, Nena van As
DOI: 10.2139/ssrn.6155251
Cited by: 0

Fields of Study & Subjects

AI in Service Interactions Speech and dialogue systems Customer Service Quality and Loyalty

Publication details

Journal / source
SSRN Electronic Journal
Publication date
1 January 2026
Language
EN
Document type
Preprint