AI on My Shoulder: Supporting Emotional Labor in Front-Office Roles with an LLM-based Empathetic Coworker

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 designed Pro-Pilot, an LLM-powered assistant, and evaluated its...

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Veröffentlicht in:arXiv.org 2024-10
Hauptverfasser: Vedant Das Swain, Qiuyue "Joy" Zhong, Jash Rajesh Parekh, Jeon, Yechan, Zimmerman, Roy, Czerwinski, Mary, Suh, Jina, Mishra, Varun, Saha, Koustuv, Hernandez, Javier
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Sprache:eng
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