mlsanityData to 7 Oct 2026

Automating Customer Service using LangChain: Building custom open-source GPT Chatbot for organizations

arXiv 2310.05421 ↗First posted 9 Oct 2023cs.CL cs.CY cs.LGcited by 59

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Abstract (arXiv)

In the digital age, the dynamics of customer service are evolving, driven by technological advancements and the integration of Large Language Models (LLMs). This research paper introduces a groundbreaking approach to automating customer service using LangChain, a custom LLM tailored for organizations. The paper explores the obsolescence of traditional customer support techniques, particularly Frequently Asked Questions (FAQs), and proposes a paradigm shift towards responsive, context-aware, and personalized customer interactions. The heart of this innovation lies in the fusion of open-source methodologies, web scraping, fine-tuning, and the seamless integration of LangChain into customer service platforms. This open-source state-of-the-art framework, presented as "Sahaay," demonstrates the ability to scale across industries and organizations, offering real-time support and query resolution. Key elements of this research encompass data collection via web scraping, the role of embeddings, the utilization of Google's Flan T5 XXL, Base and Small language models for knowledge retrieval, and the integration of the chatbot into customer service platforms. The results section provides insights into their performance and use cases, here particularly within an educational institution. This research heralds a new era in customer service, where technology is harnessed to create efficient, personalized, and responsive interactions. Sahaay, powered by LangChain, redefines the customer-company relationship, elevating customer retention, value extraction, and brand image. As organizations embrace LLMs, customer service becomes a dynamic and customer-centric ecosystem.

Key facts. Cited by 59 papers in the map (data through 7 Oct 2026). Builds on 5 of its 8 references that are in the map. First posted on arXiv 9 Oct 2023.

Builds on

5 of 8 references.

References · 5

  1. 2022Scaling Instruction-Finetuned Language Modelscited by 2,997
  2. 2017Billion-scale similarity search with GPUscited by 2,477
  3. 2022One Embedder, Any Task: Instruction-Finetuned Text Embeddingscited by 329
  4. 2019Gradio: Hassle-Free Sharing and Testing of ML Models in the Wildcited by 176
  5. 2023EmbedDistill: A Geometric Knowledge Distillation for Information Retrievalcited by 11

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Cited by year (2026 to 7 Oct)

Citing papers per year: 2023: 2; 2024: 30; 2025: 23; 2026: 4.

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  2. 2024LLM Inference Unveiled: Survey and Roofline Model Insightscited by 147
  3. 2025Agentic Reasoning: A Streamlined Framework for Enhancing LLM Reasoning with Agentic Toolscited by 106
  4. 2024Survey of Cultural Awareness in Language Models: Text and Beyondcited by 101
  5. 2024CultureBank: An Online Community-Driven Knowledge Base Towards Culturally Aware Language Technologiescited by 98
  6. 2024metabench -- A Sparse Benchmark of Reasoning and Knowledge in Large Language Modelscited by 35
  7. 2024OpenCity: A Scalable Platform to Simulate Urban Activities with Massive LLM Agentscited by 35
  8. 2024Large Language Models in Cybersecurity: State-of-the-Artcited by 34
  9. 2024Data Augmentation using Large Language Models: Data Perspectives, Learning Paradigms and Challengescited by 30
  10. 2025A Comprehensive Survey on Multi-Agent Cooperative Decision-Making: Scenarios, Approaches, Challenges and Perspectivescited by 27
  11. 2025From Single to Multi-Granularity: Toward Long-Term Memory Association and Selection of Conversational Agentscited by 27
  12. 2025ECom-Bench: Can LLM Agent Resolve Real-World E-commerce Customer Support Issues?cited by 27
38 more
  1. 2024RoboMatrix: A Skill-centric Hierarchical Framework for Scalable Robot Task Planning and Execution in Open-Worldcited by 22
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  3. 2024From Text to Transformation: A Comprehensive Review of Large Language Models' Versatilitycited by 19
  4. 2024CreativEval: Evaluating Creativity of LLM-Based Hardware Code Generationcited by 19
  5. 2024RAD-Bench: Evaluating Large Language Models Capabilities in Retrieval Augmented Dialoguescited by 19
  6. 2024SirLLM: Streaming Infinite Retentive LLMcited by 16
  7. 2024CIVICS: Building a Dataset for Examining Culturally-Informed Values in Large Language Modelscited by 16
  8. 2024ChatNVD: Advancing Cybersecurity Vulnerability Assessment with Large Language Modelscited by 11
  9. 2026O-Researcher: An Open Ended Deep Research Model via Multi-Agent Distillation and Agentic RLcited by 10
  10. 2023Hallucination-minimized Data-to-answer Framework for Financial Decision-makerscited by 9
  11. 2024The Power of Many: Multi-Agent Multimodal Models for Cultural Image Captioningcited by 9
  12. 2025Rescuing the Unpoisoned: Efficient Defense against Knowledge Corruption Attacks on RAG Systemscited by 9
  13. 2023Journey of Hallucination-minimized Generative AI Solutions for Financial Decision Makerscited by 7
  14. 2024LLMPirate: LLMs for Black-box Hardware IP Piracycited by 7
  15. 2025SAGE: A Generic Framework for LLM Safety Evaluationcited by 7
  16. 2024RAM: Towards an Ever-Improving Memory System by Learning from Communicationscited by 6
  17. 2024Navigating the Landscape of Large Language Models: A Comprehensive Review and Analysis of Paradigms and Fine-Tuning Strategiescited by 5
  18. 2024A Taxonomy of Architecture Options for Foundation Model-based Agents: Analysis and Decision Modelcited by 4
  19. 2024IntellBot: Retrieval Augmented LLM Chatbot for Cyber Threat Knowledge Deliverycited by 4
  20. 2025REVEAL: Multi-turn Evaluation of Image-Input Harms for Vision LLMcited by 4
  21. 2026Fine-Tuning vs. RAG for Multi-Hop Question Answering with Novel Knowledgecited by 4
  22. 2026An Empirical Study and Theoretical Explanation on Task-Level Model-Merging Collapsecited by 4
  23. 2024ITCMA: A Generative Agent Based on a Computational Consciousness Structurecited by 3
  24. 2024Exploring Advanced Large Language Models with LLMsuitecited by 3
  25. 2024Do Large Language Models Possess Sensitive to Sentiment?cited by 3
  26. 2024AutoFLUKA: A Large Language Model Based Framework for Automating Monte Carlo Simulations in FLUKAcited by 3
  27. 2025Expertise elevates AI usage: experimental evidence comparing laypeople and professional artistscited by 3
  28. 2025A Multi-Agent Framework Integrating Large Language Models and Generative AI for Accelerated Metamaterial Designcited by 3
  29. 2025Meeseeks: A Feedback-Driven, Iterative Self-Correction Benchmark evaluating LLMs' Instruction Following Capabilitycited by 3
  30. 2025Advancing Machine-Generated Text Detection from an Easy to Hard Supervision Perspectivecited by 2
  31. 2024VCounselor: A Psychological Intervention Chat Agent Based on a Knowledge-Enhanced Large Language Modelcited by 1
  32. 2024Scaling Laws for Discriminative Classification in Large Language Modelscited by 1
  33. 2024Popular LLMs Amplify Race and Gender Disparities in Human Mobilitycited by 1
  34. 2025A Review on Large Language Models for Visual Analyticscited by 1
  35. 2025Combating Toxic Language: A Review of LLM-Based Strategies for Software Engineeringcited by 1
  36. 2025Remote Sensing Image Intelligent Interpretation with the Language-Centered Perspective: Principles, Methods and Challengescited by 1
  37. 2025The Forecast Critic: Leveraging Large Language Models for Poor Forecast Identificationcited by 1
  38. 2024VcLLM: Video Codecs are Secretly Tensor Codecscited by 0

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