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

要旨

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 Care-Pilot, an LLM-powered assistant, and evaluated its efficacy, perception, and use. Our comparative analyses between 665 human and Care-Pilot-generated support messages highlight Care-Pilot’s ability to adapt to and demonstrate empathy in various incivility incidents. Additionally, 143 CSRs assessed Care-Pilot’s empathy as more sincere and actionable than human messages. Finally, we interviewed 20 CSRs who interacted with Care-Pilot in a simulation exercise. They reported that Care-Pilot helped them avoid negative thinking, recenter thoughts, and humanize clients; showing potential for bridging gaps in coworker support. Yet, they also noted deployment challenges and emphasized the indispensability of shared experiences. We discuss future designs and societal implications of AI-mediated emotional labor, underscoring empathy as a critical function for AI assistants for worker mental health.

著者
Vedant Das Swain
Northeastern University, Boston, Massachusetts, United States
Qiuyue "Joy" Zhong
Northeastern University, Boston, Massachusetts, United States
Jash Rajesh Parekh
University of Illinois, Urbana-Champaign, Illinois, United States
Yechan Jeon
Tufts University, Medford, Massachusetts, United States
Roy Zimmerman
Microsoft, Redmond, Washington, United States
Mary P. Czerwinski
Microsoft Research, Redmond, Washington, United States
Jina Suh
Microsoft Research, Redmond, Washington, United States
Varun Mishra
Northeastern University, Boston, Massachusetts, United States
Koustuv Saha
University of Illinois Urbana-Champaign, Urbana, Illinois, United States
Javier Hernandez
Microsoft Research, Cambridge, Massachusetts, United States
DOI

10.1145/3706598.3713705

論文URL

https://dl.acm.org/doi/10.1145/3706598.3713705

動画

会議: CHI 2025

The ACM CHI Conference on Human Factors in Computing Systems (https://chi2025.acm.org/)

セッション: Mental and Emotional Wellbeing

G302
7 件の発表
2025-05-01 01:20:00
2025-05-01 02:50:00
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