PhD Positions on the Application of Generative AI in Customer Service

At the Chair of Technology Marketing, we stand at the forefront of exploring the transformative potential of generative AI in revolutionizing customer service interactions. Building on our momentum in generative AI research, our latest initiative explores the interplay between generative chatbots and human service agents, aiming to assess their impacts on customer satisfaction and communication strategies. This ambitious project invites passionate PhD candidates to contribute to pioneering studies that merge theoretical insights with practical applications, marking a significant impact on the future of digital marketing and customer engagement. As part of our commitment to advancing the field of generative AI, your involvement will be key to driving the next generation of research in this dynamic area.

Research can build to the chair’s extensive track record in the field of Data Science and Chatbots and its recent investments in GPU infrastructure. The focus of the positions is on research, aiming at publications in leading international journals. The starting date is flexible. Applications will be accepted until the positions are filled. For further information please refer to Sebastian Tillmanns.

The research focuses on comparing generative chatbots and human interactions to identify optimal customer service practices. Emphasizing the advanced capabilities of generative chatbots, the project investigates their potential in providing personalized, empathetic, and efficient customer experiences. Through extensive empirical studies, including controlled experiments and real-world application analyses, our research will provide actionable insights into enhancing chatbot design and interaction strategies, ultimately aiming to elevate customer satisfaction across digital platforms.

Selected candidates will engage in groundbreaking research, contributing to publications in top-tier journals. Responsibilities include handling generative chatbot models, analyzing customer interaction data, and exploring innovative chatbot applications in customer service. Additionally, PhD students will assist in teaching and administrative duties, enriching their academic and professional skills.

• Educational Background: Applicants must possess a Master of Science (MSc), Master of Arts (MA), or Master of Philosophy (MPhil) degree in business administration, computer science, or related fields. This includes, but is not limited to, psychology, mathematics, engineering, physics, or statistics.
• Geographical Eligibility: We are seeking candidates who are currently residing in Europe.
• Research Interest: A keen interest in experimental research is vital.
• Organizational Skills: Candidates should exhibit excellent organizational skills, including the ability to manage and prioritize multiple tasks effectively.
• Communication Proficiency: Strong communication and writing skills in English are required, enabling effective collaboration and the preparation of scientific publications and reports.
• Language Requirement: Fluency in both spoken and written English is mandatory.
• Personal Attributes: The ideal candidate will take initiative, be results-oriented, organized, and demonstrate creativity in problem-solving.

Applications from members of underrepresented groups in academia are specifically encouraged.

ETH Zurich's Chair of Technology Marketing, renowned for its collaboration with industry leaders and research institutions globally, provides an unparalleled platform for aspiring researchers. Our work is deeply rooted in ETH's commitment to acting responsibly and innovating for societal benefit, reflecting a drive to question the status quo and explore groundbreaking solutions in the realm of generative AI. With an ambitious agenda, our team is dedicated to excellence, contributing to esteemed journals and fostering a culture of inclusivity and well-being. We offer competitive one-year contracts, extendable to six years, complemented by generous travel and research allowances. Furthermore, new team members can count on the unwavering support and rich experience of our dedicated team members in navigating the complexities of generative AI projects. In addition, we're investing substantially in GPU infrastructure to spearhead advancements in LLM training and inference, ensuring our researchers have access to state-of-the-art resources.