A large-scale randomized field experiment finds agentic AI reduces chat duration with limited retrial impact but harms ratings, while human interventions after emotional AI failures show lower effectiveness linked to reduced worker engagement compared to technical failures.
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Agentic AI and Human-in-the-Loop Interventions: Field Experimental Evidence from Alibaba's Customer Service Operations
A large-scale randomized field experiment finds agentic AI reduces chat duration with limited retrial impact but harms ratings, while human interventions after emotional AI failures show lower effectiveness linked to reduced worker engagement compared to technical failures.