Year: 2025
Type: article
Abstract: The integration of AI assistants into customer service has significantly enhanced operational efficiency and customer satisfaction. However, concerns about long-term impacts on employee skill retention, particularly in complex and adaptive tasks, have emerged. This study proposes a six-month longitudinal field experiment involving 300 customer service representatives, examining performance metrics and psychological factors across full AI assistance, partial AI assistance, and a control group. Additionally, an intervention using "AI-free" days and gamified problem-solving exercises is tested to mitigate potential skill erosion. Results will provide empirical insights into balancing AI-driven efficiency gains with the preservation of essential human cognitive skills, guiding responsible AI implementation strategies.
Authors: Jia, Shizhen, Shan, Guohou
Institutions: Quinnipiac University, Northeastern University
Language: English
Topic: AI in Service Interactions
Subfield: Artificial Intelligence
Field: Computer Science
Domain: Physical Sciences
Open Access status: green
OpenAlex ID: W7063928374
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