{"id":"https://openalex.org/W4408332021","doi":"https://doi.org/10.47989/ir30iconf47566","title":"Empowering customer service with generative AI: enhancing agent performance while navigating challenges","display_name":"Empowering customer service with generative AI: enhancing agent performance while navigating challenges","publication_year":2025,"publication_date":"2025-03-11","ids":{"openalex":"https://openalex.org/W4408332021","doi":"https://doi.org/10.47989/ir30iconf47566"},"language":"en","primary_location":{"id":"doi:10.47989/ir30iconf47566","is_oa":true,"landing_page_url":"https://doi.org/10.47989/ir30iconf47566","pdf_url":"https://publicera.kb.se/ir/article/download/47566/36940","source":{"id":"https://openalex.org/S163673364","display_name":"Information Research","issn_l":"1368-1613","issn":["1368-1613"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4360969346","host_organization_name":"Swedish School of Library and Information Science","host_organization_lineage":["https://openalex.org/P4360969346"],"host_organization_lineage_names":["Swedish School of Library and Information Science"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Research an international electronic journal","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://publicera.kb.se/ir/article/download/47566/36940","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5065497250","display_name":"Carlos Costa","orcid":"https://orcid.org/0000-0002-0089-6930"},"institutions":[{"id":"https://openalex.org/I51504820","display_name":"San Jose State University","ror":"https://ror.org/04qyvz380","country_code":"US","type":"education","lineage":["https://openalex.org/I51504820"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Charles Costa","raw_affiliation_strings":["San Jose State University, San Jose, CA, United States of America; Lexora Labs, San Mateo, CA, United States of America"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"San Jose State University, San Jose, CA, United States of America; Lexora Labs, San Mateo, CA, United States of America","institution_ids":["https://openalex.org/I51504820"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5050277461","display_name":"Souvick Ghosh","orcid":"https://orcid.org/0000-0003-1610-9038"},"institutions":[{"id":"https://openalex.org/I51504820","display_name":"San Jose State University","ror":"https://ror.org/04qyvz380","country_code":"US","type":"education","lineage":["https://openalex.org/I51504820"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Souvick Ghosh","raw_affiliation_strings":["San Jose State University, San Jose, CA, United States of America"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"San Jose State University, San Jose, CA, United States of America","institution_ids":["https://openalex.org/I51504820"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I51504820"],"apc_list":null,"apc_paid":null,"fwci":3.6124,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.92247518,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":96,"max":97},"biblio":{"volume":"30","issue":"iConf","first_page":"150","last_page":"158"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.890999972820282,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.890999972820282,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.8234999775886536,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11942","display_name":"Transportation and Mobility Innovations","score":0.7879999876022339,"subfield":{"id":"https://openalex.org/subfields/2203","display_name":"Automotive Engineering"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5676937103271484},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5157044529914856},{"id":"https://openalex.org/keywords/generative-grammar","display_name":"Generative grammar","score":0.5076533555984497},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.46367454528808594},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.45058271288871765},{"id":"https://openalex.org/keywords/customer-service","display_name":"Customer service","score":0.4296630620956421},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3305623531341553},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.32935529947280884},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.23725581169128418},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.15480175614356995}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5676937103271484},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5157044529914856},{"id":"https://openalex.org/C39890363","wikidata":"https://www.wikidata.org/wiki/Q36108","display_name":"Generative grammar","level":2,"score":0.5076533555984497},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.46367454528808594},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.45058271288871765},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.4296630620956421},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3305623531341553},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.32935529947280884},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.23725581169128418},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.15480175614356995}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.47989/ir30iconf47566","is_oa":true,"landing_page_url":"https://doi.org/10.47989/ir30iconf47566","pdf_url":"https://publicera.kb.se/ir/article/download/47566/36940","source":{"id":"https://openalex.org/S163673364","display_name":"Information Research","issn_l":"1368-1613","issn":["1368-1613"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4360969346","host_organization_name":"Swedish School of Library and Information Science","host_organization_lineage":["https://openalex.org/P4360969346"],"host_organization_lineage_names":["Swedish School of Library and Information Science"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Research an international electronic journal","raw_type":"journal-article"},{"id":"pmh:oai:scholarworks.sjsu.edu:faculty_rsca-6942","is_oa":true,"landing_page_url":"https://scholarworks.sjsu.edu/faculty_rsca/5943","pdf_url":null,"source":{"id":"https://openalex.org/S4377196389","display_name":"San Jos\u00e9 State University ScholarWorks (San Jose State University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I51504820","host_organization_name":"San Jose State University","host_organization_lineage":["https://openalex.org/I51504820"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Faculty Research, Scholarly, and Creative Activity","raw_type":"text"},{"id":"pmh:oai:doaj.org/article:fb21124298924095bc35791b0b068bea","is_oa":true,"landing_page_url":"https://doaj.org/article/fb21124298924095bc35791b0b068bea","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Information Research: An International Electronic Journal, Vol 30, Iss iConf (2025)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.47989/ir30iconf47566","is_oa":true,"landing_page_url":"https://doi.org/10.47989/ir30iconf47566","pdf_url":"https://publicera.kb.se/ir/article/download/47566/36940","source":{"id":"https://openalex.org/S163673364","display_name":"Information Research","issn_l":"1368-1613","issn":["1368-1613"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4360969346","host_organization_name":"Swedish School of Library and Information Science","host_organization_lineage":["https://openalex.org/P4360969346"],"host_organization_lineage_names":["Swedish School of Library and Information Science"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Research an international electronic journal","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":false},"content_urls":{"pdf":"https://content.openalex.org/works/W4408332021.pdf"},"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2380075625","https://openalex.org/W4390718435","https://openalex.org/W4390549206","https://openalex.org/W3137171911","https://openalex.org/W4379540039","https://openalex.org/W4237784285","https://openalex.org/W2374712251","https://openalex.org/W4383031710","https://openalex.org/W3211753092","https://openalex.org/W2386000789"],"abstract_inverted_index":{"Introduction.":[0],"As":[1],"large":[2],"language":[3],"models":[4,124],"(LLMs),":[5],"such":[6,100],"as":[7],"GPTs,":[8],"become":[9],"more":[10],"intelligent,":[11],"a":[12,83],"key":[13],"area":[14],"of":[15,42,55],"exploration":[16],"is":[17,156],"how":[18,99,113],"these":[19],"technologies":[20],"can":[21,102,169],"improve":[22],"the":[23,40,46,51,90,193],"customer":[24,37,60,128,151,175],"experience.":[25],"Contrary":[26],"to":[27,81,125,187],"common":[28],"belief,":[29],"many":[30],"consumers,":[31],"including":[32],"Gen":[33],"Z,":[34],"prefer":[35],"human-provided":[36],"service,":[38],"illustrating":[39],"importance":[41],"human-AI":[43,138,181],"collaboration":[44],"in":[45,105,163],"space.":[47],"Method.":[48],"By":[49],"leveraging":[50],"author\u2019s":[52],"real-world":[53,106],"knowledge":[54,57,69],"enterprise":[56,107],"management":[58],"and":[59,71,74,98,133,174,183],"service":[61,72,152],"delivery,":[62],"we":[63],"reviewed":[64],"numerous":[65],"literature":[66],"about":[67],"AI,":[68,118],"management,":[70],"design":[73],"synthesised":[75],"practical":[76],"insights":[77],"for":[78,121,136,149,160],"industry":[79],"professionals":[80],"build":[82],"successful":[84],"AI":[85,97,123,194],"strategy.":[86],"Analysis.":[87],"We":[88,111],"examined":[89],"gap":[91],"between":[92],"academic":[93],"research":[94,142],"on":[95,180,189],"generative":[96,117],"solutions":[101],"be":[103],"deployed":[104],"contact":[108],"centers.":[109],"Results.":[110],"outline":[112],"companies":[114,145,168],"are":[115],"adopting":[116],"offer":[119],"strategies":[120],"training":[122],"assist":[126],"with":[127],"issues,":[129],"discuss":[130],"AI-powered":[131],"localization,":[132],"share":[134],"tips":[135],"facilitating":[137],"collaboration.":[139],"Conclusions.":[140],"This":[141],"found":[143],"that":[144],"will":[146],"require":[147],"humans":[148],"effective":[150],"delivery":[153],"because":[154],"there":[155],"no":[157],"complete":[158],"substitute":[159],"human":[161,185],"judgment":[162],"mission-critical":[164],"settings.":[165],"Despite":[166],"this,":[167],"still":[170],"see":[171],"significant":[172],"performance":[173],"satisfaction":[176],"improvements":[177],"by":[178],"focusing":[179],"collaboration,":[182],"empowering":[184],"agents":[186],"focus":[188],"specialized":[190],"tasks":[191],"while":[192],"addresses":[195],"rudimentary":[196],"ones.":[197]},"counts_by_year":[{"year":2025,"cited_by_count":3}],"updated_date":"2026-08-04T08:18:43.703281","created_date":"2025-10-10T00:00:00"}
