Удосконалення CRM-системи із використанням великої мовної моделі Gemma 3

Abstract

This work is dedicated to enhancing CRM systems through the use of the large language model Gemma 3 and to developing an intelligent assistant for the automation of customer request processing within CRM platforms. An architecture is proposed that combines a browser extension with a text generation server, into which the model is integrated. The browser extension enables interaction with the CRM interface, captures client requests in real time, and forwards them to the server, where the model generates a response considering the context. The model is configured to support natural dialogue, personalize responses, and adhere to the corporate communication style. The conducted research demonstrated that applying Gemma 3 significantly reduces operator workload, improves response speed, and ensures 24/7 customer support. The advantages of the implementation include the system’s high flexibility, the ability to fine-tune the model on proprietary data, and the scalability of the solution. The results confirm the feasibility and benefits of using Gemma 3 in CRM systems to enhance the efficiency of customer service.