Paper Number
ICIS2025-2292
Paper Type
Complete
Abstract
Recently, firms have begun deploying Hybrid Service Agents (HSAs) to harness the synergistic strengths of Artificial Intelligence (AI) and human service agents in dealing with such requests. Although HSA holds great promise in handling customer service requests, the role of AI service agents in reducing human workload remains to be determined. By analyzing a proprietary dataset obtained from a large airline company, we elucidate how deploying AI service agent affects human workload in HAS. We found that the implementation of the AI service agent decreased the likelihood of customer complaint but had no significant impact on call length. Additionally, our analysis revealed that the impact of deploying AI service agents on human workload varies at the task type level. Moreover, customer generates more new topics in subsequent customer-human service agent interactions, serving as an effective mechanism through which task type influences the human workload.
Recommended Citation
Li, Bin; Cai, Zhao; and Liu, Luning, "Helper or Troublemaker? Disentangling the Impact of Artificial Intelligence on Human Workload in Hybrid Service Agents" (2025). ICIS 2025 Proceedings. 22.
https://aisel.aisnet.org/icis2025/is_transformwork/is_transformwork/22
Helper or Troublemaker? Disentangling the Impact of Artificial Intelligence on Human Workload in Hybrid Service Agents
Recently, firms have begun deploying Hybrid Service Agents (HSAs) to harness the synergistic strengths of Artificial Intelligence (AI) and human service agents in dealing with such requests. Although HSA holds great promise in handling customer service requests, the role of AI service agents in reducing human workload remains to be determined. By analyzing a proprietary dataset obtained from a large airline company, we elucidate how deploying AI service agent affects human workload in HAS. We found that the implementation of the AI service agent decreased the likelihood of customer complaint but had no significant impact on call length. Additionally, our analysis revealed that the impact of deploying AI service agents on human workload varies at the task type level. Moreover, customer generates more new topics in subsequent customer-human service agent interactions, serving as an effective mechanism through which task type influences the human workload.
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