Enhancing financial customer service performance through prompt coaching in generative AI applications
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Journal Title
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Volume Title
School of Business |
Master's thesis
Authors
Date
2024
Department
Major/Subject
Mcode
Degree programme
Information and Service Management (ISM)
Language
en
Pages
88 + 2
Series
Abstract
This study investigates the impact of prompt coaching on the performance of Service Advisors using Generative AI (GenAI) applications in the financial sector. GenAI and coaching have demonstrated benefits in enhancing employee performance. However, the specific advantage of prompt coaching in this context remains unexplored. The research is done by conducting a mixed-methods approach, combining both quantitative and qualitative research methods to provide a comprehensive evaluation of actual performance metrics and the perception of coachees and their feelings concerning the usefulness of coaching sessions and knowledge gained from them. The quantitative data involves operations received from call, chat, and web message channels, as well as numeric questions from the questionnaires. The qualitative data is gathered through open questions in questionnaires and oral feedback from the coaching sessions to provide a comprehensive understanding of the Service Advisors’ experiences and perceptions. The findings reveal that prompt coaching does not enhance the evaluated performance metrics among Service Advisors, as evidenced by a linear mixed methods model. The primary reason for this can be attributed to the developmental phase of the GenAI tool in use. However, coaching is perceived beneficial as it helps the coachees integrate the tool into their workflow and increase the specific knowledge required for the effective use of GenAI tools overall. This discrepancy highlights the potential utility of coaching, which can lead to greater acceptance and more effective use of GenAI tools in the long run, especially as the GenAI tool gets more sophisticated as it is now.Description
Thesis advisor
Penttinen, EskoKeywords
prompt coaching, GenAI implementation, employee development, generative AI, GenAI, service advisor