Related papers: Customer Service Representative's Perception of th…
Client-Service Representatives (CSRs) are vital to organizations. Frequent interactions with disgruntled clients, however, disrupt their mental well-being. To help CSRs regulate their emotions while interacting with uncivil clients, we…
AI enabled chat bots have recently been put to use to answer customer service queries, however it is a common feedback of users that bots lack a personal touch and are often unable to understand the real intent of the user's question. To…
In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts using…
This contribution explores how the integration of Artificial Intelligence (AI) into organizational practices can be effectively framed through a socio-technical perspective to comply with the requirements of Human-centered AI (HCAI).…
Advancements in Artificial Intelligence (AI) technologies' social fluency are being integrated into commercial interactions. As tools such as OpenAI's assistant are integrated into platforms such as Shopify, Klarna, and Visa, understanding…
Artificial Intelligence is one of the most significant and prominent technological innovations which has reshaped all aspects of human life on the lines of ease from magnitudes like shopping, data collection, driving, everyday life, medical…
We study the staggered introduction of a generative AI-based conversational assistant using data from 5,172 customer support agents. Access to AI assistance increases worker productivity, as measured by issues resolved per hour, by 15\% on…
The present study investigates the psychological and behavioral implications of integrating AI into debt collection practices using data from eleven European countries. Drawing on a large-scale experimental design (n = 3514) comparing human…
Customers who reach out for customer service support may face a range of issues that vary in complexity. Routing high-complexity contacts to junior agents can lead to multiple transfers or repeated contacts, while directing low-complexity…
Computer-assisted language learning -- CALL -- is an established research field. We review how artificial intelligence can be applied to support language learning and teaching. The need for intelligent agents that assist language learners…
Due to advances in machine learning and artificial intelligence (AI), a new role is emerging for machines as intelligent assistants to radiologists in their clinical workflows. But what systematic clinical thought processes are these…
Effective workplace communication is essential for managerial success, yet many managers lack access to tailored and sustained training. Although AI-assisted communication systems may offer scalable training solutions, little is known about…
The growing integration of Artificial Intelligence (AI) into Human Resources (HR) processes has transformed the way organizations manage recruitment, performance evaluation, and employee engagement. While AI offers numerous advantages, such…
With the increased adoption of artificial intelligence (AI) in industry and society, effective human-AI interaction systems are becoming increasingly important. A central challenge in the interaction of humans with AI is the estimation of…
The proliferation of Artificial Intelligence (AI) in workplaces is transforming how we work. While existing research on human-AI collaboration at work often prioritizes performance, less is known about their experiential outcomes. Through…
It is time-saving to build a reading assistant for customer service representations (CSRs) when reading user manuals, especially information-rich ones. Current solutions don't fit the online custom service scenarios well due to the lack of…
As artificial intelligence (AI) tools become increasingly embedded in software development workflows, questions persist about their true impact on developer productivity and experience. This paper presents findings from a mixed-methods…
Concerns about how workers are perceived can deter effective collaboration with artificial intelligence (AI). In a field experiment on a large online labor market, I hired 450 U.S.-based remote workers to complete an image-categorization…
There has been a surge in the number and type of AI tools being tested and deployed within both national and local government in the UK, including within the social care sector. Given the many ongoing and planned future developments, the…
Conversational agents have been gaining increasing popularity in recent years. Influenced by the widespread adoption of task-oriented agents such as Apple Siri and Amazon Alexa, these agents are being deployed into various applications to…