2 papers
cs.HC2026
AI Persona, Service Consumption, and User Intent Entropy: Field Experimental Evidence from an LLM Platform
Junjie Li, Xiaofan Li, Lauren Xiaoyuan Lu +2
Problem definition: Firms deploying large language model services must decide how their AI communicates, not just what it can do. We examine how a relational persona - warmer, more…
cs.HC2026
Agentic AI and Human-in-the-Loop Interventions: Field Experimental Evidence from Alibaba's Customer Service Operations
Yiwei Wang, Chuan Zhu, Tianjun Feng +2
Agentic AI systems that autonomously perform service tasks are entering customer service operations. However, limited evidence exists on how human interventions shape service outco…