调研客服人员对智能助手的感知，发现其既减负又添新负担。
Customer Service Representative's Perception of the AI Assistant in an Organization's Call Center
- 通过实地访问和访谈13名客服，分析智能助手使用体验。
- AI减轻打字记忆负担，但增加合规与心理压力。
- 揭示人机协同中员工适应成本，适合组织管理者参考。
AI工具的整合在组织中形成了复杂的人机交互环境，员工与客户的互动是工作实践的核心。本研究以电网服务客户服务中心的客服代表（CSRs）为对象，探讨其对智能助手在客户服务中应用的感知。通过实地考察与对13名客服的半结构化访谈，发现智能助手虽能缓解传统通话中的部分负担（如打字、记忆），但也带来了新的挑战，包括合规要求、心理压力及自我表现负担。研究深化了对组织中人工智能集成的复杂性的理解，揭示了客服人员为适应新系统所付出的努力与承受的负担。
原文摘要 · Abstract (English)
The integration of various AI tools creates a complex socio-technical environment where employee-customer interactions form the core of work practices. This study investigates how customer service representatives (CSRs) at the power grid service customer service call center perceive AI assistance in their interactions with customers. Through a field visit and semi-structured interviews with 13 CSRs, we found that AI can alleviate some traditional burdens during the call (e.g., typing and memorizing) but also introduces new burdens (e.g., earning, compliance, psychological burdens). This research contributes to a more nuanced understanding of AI integration in organizational settings and highlights the efforts and burdens undertaken by CSRs to adapt to the updated system.
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