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  • https://doi.org/10.1109/icic68054.2025.11309686Copy DOI Icon

System Design for Automating Incident Update Responses Using Large Language Models

  • Oct 9, 2025
  • Gilang Aulia Muhamad +2 more
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Abstract

This paper presents a system design for automating incident update responses in telecommunication service providers using Large Language Models (LLMs). We address key challenges in current incident management practices: tailoring customer-faced communications while also maintaining cost efficiency and user experience. The proposed system design implements a caching mechanism to reduce operational costs and response latency. Rather than using semantic similarity search, our system employs a strict key-match caching approach that ensures consistent responses while minimizing computational overhead. We selected DeepSeek-V3 API as our primary LLM based on comprehensive cost-performance analysis. Our prompt engineering approach incorporates persona definition, chain-of-thought reasoning, and constitutional AI principles to generate tailored responses. Experimental results demonstrate significant efficiency gains, validated through quantitative analysis. Eliminating redundant LLM calls avoids linear cost growth, while reduced latency improves speed by 99%. Additionally, LLM response quality successfully passed User Acceptance Test. This work contributes to the practical implementation of LLMs in Customer Relationship Management systems by balancing cost efficiency, response quality, and customer experience.

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