# AI Chatbots as Professional Service Agents: Developing a Professional Identity

arXiv: https://arxiv.org/abs/2501.14179 · HTML: https://mlsanity.com/paper/2501.14179/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Placed in Medical and scientific domain agents, one of 16 directions in LLM agents and tool use.
- Builds on 10 of its 42 references that are in the map.
- First posted on arXiv 24 Jan 2025.

## Placed in

- LLM agents and tool use / [Medical and scientific domain agents](https://mlsanity.com/agents/medical-and-scientific-domain-agents/)

## Builds on (most cited first, 10 of 10)

- [LLaMA: Open and Efficient Foundation Language Models](https://mlsanity.com/paper/2302.13971/) (2023)
- [Retrieval-Augmented Generation for Knowledge-Intensive NLP Tasks](https://mlsanity.com/paper/2005.11401/) (2020)
- [Large Language Models are Zero-Shot Reasoners](https://mlsanity.com/paper/2205.11916/) (2022)
- [G-Eval: NLG Evaluation using GPT-4 with Better Human Alignment](https://mlsanity.com/paper/2303.16634/) (2023)
- [ChatGLM: A Family of Large Language Models from GLM-130B to GLM-4 All Tools](https://mlsanity.com/paper/2406.12793/) (2024)
- [In-Context Retrieval-Augmented Language Models](https://mlsanity.com/paper/2302.00083/) (2023)
- [A Complete Survey on LLM-based AI Chatbots](https://mlsanity.com/paper/2406.16937/) (2024)
- [Fine-tuning Large Language Models for Adaptive Machine Translation](https://mlsanity.com/paper/2312.12740/) (2023)
- [How Generative AI models such as ChatGPT can be (Mis)Used in SPC Practice, Education, and Research? An Exploratory Study](https://mlsanity.com/paper/2302.10916/) (2023)
- [Machine Translation for Ge'ez Language](https://mlsanity.com/paper/2311.14530/) (2023)

## Built on by (most cited first, 1 of 1)

- [Towards Proactive Information Probing: Customer Service Chatbots Harvesting Value from Conversation](https://mlsanity.com/paper/2604.11077/) (2026)

## Abstract (arXiv)

With the rapid expansion of large language model (LLM) applications, there is an emerging shift in the role of LLM-based AI chatbots from serving merely as general inquiry tools to acting as professional service agents. However, current studies often overlook a critical aspect of professional service agents: the act of communicating in a manner consistent with their professional identities. This is of particular importance in the healthcare sector, where effective communication with patients is essential for achieving professional goals, such as promoting patient well-being by encouraging healthy behaviors. To bridge this gap, we propose LAPI (LLM-based Agent with a Professional Identity), a novel framework for designing professional service agent tailored for medical question-and-answer (Q&A) services, ensuring alignment with a specific professional identity. Our method includes a theory-guided task planning process that decomposes complex professional tasks into manageable subtasks aligned with professional objectives and a pragmatic entropy method designed to generate professional and ethical responses with low uncertainty. Experiments on various LLMs show that the proposed approach outperforms baseline methods, including few-shot prompting, chain-of-thought prompting, across key metrics such as fluency, naturalness, empathy, patient-centricity, and ROUGE-L scores. Additionally, the ablation study underscores the contribution of each component to the overall effectiveness of the approach.