The integration of various AI tools creates a complex socio-technical environment where employee-customer interactions form the core of work practices. This study investigates how customer service representatives (CSRs) at the power grid service customer service call center perceive AI assistance in their interactions with customers. Through a field visit and semi-structured interviews with 13 CSRs, we found that AI can alleviate some traditional burdens during the call (e.g., typing and memorizing) but also introduces new burdens (e.g., earning, compliance, psychological burdens). This research contributes to a more nuanced understanding of AI integration in organizational settings and highlights the efforts and burdens undertaken by CSRs to adapt to the updated system.
@article{arxiv.2507.00513,
title = {Customer Service Representative's Perception of the AI Assistant in an Organization's Call Center},
author = {Kai Qin and Kexin Du and Yimeng Chen and Yueyan Liu and Jie Cai and Zhiqiang Nie and Nan Gao and Guohui Wei and Shengzhu Wang and Chun Yu},
journal= {arXiv preprint arXiv:2507.00513},
year = {2025}
}