Customer Service Representative's Perception of the AI Assistant in an Organization's Call Center
This research provides insights into AI integration in organizational settings, highlighting the challenges faced by customer service representatives, though it is incremental in nature.
This study investigated how customer service representatives at a power grid call center perceive AI assistance, finding that while AI alleviates some traditional burdens like typing and memorizing, it also introduces new burdens such as earning, compliance, and psychological pressures.
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.