Customizing Large Language Models for Business Context: Framework and Experiments

The advent of LLMs has ushered in a new era for design science in Information Systems, demanding a paradigm shift in tailoring LLMs design for business contexts. We propose and test a novel framework to customize LLMs for general business contexts that aims to achieve three fundamental objectives simultaneously: (1) aligning conversational patterns, (2) integrating in-depth domain knowledge, and (3) embodying theory-driven soft skills and core principles. We design methodologies that combine domain-specific theory with Supervised Fine Tuning (SFT) to achieve these objectives simultaneously. We instantiate our proposed framework in the context of medical consultation. Specifically, we carefully construct a large volume of real doctors' consultation records and medical knowledge from multiple professional databases. Additionally, drawing on medical theory, we identify three soft skills and core principles of human doctors: professionalism, explainability, and emotional support, and design approaches to integrate these traits into LLMs. We demonstrate the feasibility of our framework using online experiments with thousands of real patients as well as evaluation by domain experts and consumers. Experimental results show that the customized LLM model substantially outperforms untuned base model in medical expertise as well as consumer satisfaction and trustworthiness, and it substantially reduces the gap between untuned LLMs and human doctors, elevating LLMs to the level of human experts. Additionally, we delve into the characteristics of textual consultation records and adopt interpretable machine learning techniques to identify what drives the performance gain. Finally, we showcase the practical value of our model through a decision support system designed to assist human doctors in a lab experiment.