# Customer Service Representative's Perception of the AI Assistant in an Organization's Call Center

arXiv: https://arxiv.org/abs/2507.00513 · HTML: https://mlsanity.com/paper/2507.00513/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 5 of its 38 references that are in the map.
- First posted on arXiv 1 Jul 2025.

## Builds on (most cited first, 5 of 5)

- [Human-AI Collaboration in Data Science: Exploring Data Scientists' Perceptions of Automated AI](https://mlsanity.com/paper/1909.02309/) (2019)
- [Designing for Human-Agent Alignment: Understanding what humans want from their agents](https://mlsanity.com/paper/2404.04289/) (2024)
- ["It Might be Technically Impressive, But It's Practically Useless to us": Motivations, Practices, Challenges, and Opportunities for Cross-Functional Collaboration around AI within the News Industry](https://mlsanity.com/paper/2409.12000/) (2024)
- [Cognitive Load and Productivity Implications in Human-Chatbot Interaction](https://mlsanity.com/paper/2111.01400/) (2021)
- [FlowGPT: Exploring Domains, Output Modalities, and Goals of Community-Generated AI Chatbots](https://mlsanity.com/paper/2408.00512/) (2024)

## Built on by (most cited first, 1 of 1)

- [Cloning a Conversational Voice AI Agent from Call,Recording Datasets for Telesales](https://mlsanity.com/paper/2509.04871/) (2025)

## Abstract (arXiv)

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.