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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…
cs.HC2026
Generative AI in Action: Field Experimental Evidence from Alibaba's Customer Service Operations
Xiao Ni, Yiwei Wang, Tianjun Feng +3
In collaboration with Alibaba, we study how a generative AI assistant affects service performance in e-commerce after-sales operations. In a large-scale field experiment, human age…