AI on My Shoulder: Supporting Emotional Labor in Front-Office Roles with an LLM-based Empathetic Coworker

Vedant Das Swain, Qiuyue "Joy" Zhong, Jash Rajesh Parekh +7

Client-Service Representatives (CSRs) are vital to organizations. Frequent interactions with disgruntled clients, however, disrupt their mental well-being. To help CSRs regulate th…