用AI助手帮客服应对客户负面情绪，提升心理韧性。
AI on My Shoulder: Supporting Emotional Labor in Front-Office Roles with an LLM-based Empathetic Coworker
- 开发基于大模型的共情助手Care-Pilot，实时生成有同理心的回复。
- 665条对话对比显示，AI回复在不同冒犯情境中更具适应性与共情力。
- 143名客服认为AI建议更真诚、可操作，适合缓解情绪劳动压力。
客户代表（CSRs）对组织至关重要，但频繁面对不悦客户会损害其心理健康。为帮助其调节情绪，我们设计了基于大模型的助手Care-Pilot，并评估其有效性、感知度与使用情况。对665条人类与Care-Pilot生成的支持信息进行对比分析，结果表明，Care-Pilot能适应并展现对各类冒犯行为的共情能力。此外，143名客服评价认为，Care-Pilot的共情表达比人类回复更真诚且更具可操作性。最后，20名客服在模拟演练中使用后表示，该助手帮助他们避免消极思维、重新聚焦、理解客户立场，展现出弥合同事支持缺口的潜力。然而，他们也指出部署挑战，并强调共同经验不可替代。本文探讨了人工智能介入情感劳动的未来设计与社会影响，强调共情能力是保障员工心理健康的关键功能。
原文摘要 · Abstract (English)
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.
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