Yueyan Liu

h-index3
2papers
26citations

2 Papers

6.8HCJun 29
Ethics and Social Responsibility in AI-Assisted Interviewing: An LLM-in-the-Loop Study of AI-Generated Follow-Up Questions

He Zhang, Yueyan Liu, Xin Guan et al.

Semi-structured interviews rely on timely, context-sensitive follow-up questions, yet interviewers' cognitive load and limited domain familiarity can constrain probing depth. We report findings from an LLM-in-the-loop Wizard-of-Oz (WoZ) study that simulates an AI follow-up assistant in live interviewing while preserving human oversight. In our setup, a co-interviewer selectively relayed and could edit AI-generated follow-up questions (AGQs) produced in real time by GPT-4o, enabling a realistic approximation of deployment without fully automating the interaction. Across 17 interviewers with varied qualitative-method expertise, participants raised five interlocking concerns: (1) harmful or discriminatory language and unpredictable interaction harms, (2) undermining interviewees' sense of respect through divided attention and missing nonverbal cues, (3) technology-based participation inequality, (4) unclear responsibility when harms occur, and (5) privacy, disclosure, and compliance risks when AI listens, records, or transcribes sensitive content. We translate these concerns into design and governance implications for safer, more respectful, and more accountable AI-assisted interviewing.

7.2HCJul 1, 2025
Customer Service Representative's Perception of the AI Assistant in an Organization's Call Center

Kai Qin, Kexin Du, Yimeng Chen et al.

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.