AI on My Shoulder: 基于LLM的共情同事支持前台角色的情感劳动
AI on My Shoulder: Supporting Emotional Labor in Front-Office Roles with an LLM-based Empathetic Coworker
AI总结：
针对客户服务代表面对不文明客户时的情绪困扰，本文设计了基于LLM的共情助手Care-Pilot，通过比较分析和用户研究证明其能提供更真诚、可操作的支持，改善情绪调节，并探讨了部署挑战与AI情感劳动的社会影响。
摘要：
客户服务代表（CSR）对组织至关重要。然而，与不满客户的频繁互动会扰乱他们的心理健康。为了帮助CSR在与不文明客户互动时调节情绪，我们设计了Care-Pilot，一个由LLM驱动的助手，并评估了其有效性、感知和使用情况。我们对665条人类生成的支持消息与Care-Pilot生成的支持消息进行的比较分析，突显了Care-Pilot在各种不文明事件中适应并展现共情的能力。此外，143名CSR评估认为Care-Pilot的共情比人类消息更真诚、更具可操作性。最后，我们采访了20名在模拟练习中与Care-Pilot互动的CSR。他们报告说，Care-Pilot帮助他们避免消极思维、重新集中思绪并将客户人性化；显示出弥补同事支持差距的潜力。然而，他们也指出了部署挑战，并强调了共享经验的不可或缺性。我们讨论了AI介导的情感劳动的未来设计和社会影响，强调共情是AI助手维护工人心理健康的关键功能。
英文摘要：
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.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
