Newest papers

When Better Opportunities Backfire: Service Worker Responses to Parallel AI Deployment in Customer Acquisition

Xinyu Fu, Shulong Luo, Narayan Ramasubbu, Peng Shen, Xincheng Wang, Yucheng Wang · 2026 · SSRN Electronic Journal

DOI: 10.2139/ssrn.7631480 · cited by 0 works (OpenAlex) · open-access PDF

Portuguese

À medida que os agentes de voz da IA são implantados em centros de contato de alto volume, as empresas podem direcionar leads de baixa intenção para a IA e alocar leads de alta intenção aos trabalhadores humanos. Baseando-se na teoria da pesquisa sequencial, postulamos que a alocação de tarefas induzida pela IA redefine o trabalho, enriquecendo as oportunidades enfrentadas pelos trabalhadores humanos, mas também aumentando o valor de reserva para continuar com a liderança, tornando-os menos dispostos a persistir. Estudamos os efeitos de uma implantação de um agente de voz da IA em uma corretagem de seguros de saúde online chinesa usando mais de meio milhão de registros de atendimento ao cliente em torno da implantação.

Machine translation (Meta M2M100); the English original follows.

Abstract

As AI voice agents get deployed in high-volume contact centers, firms can route low-intent leads to AI and allocate high-intent leads to human workers. Drawing on sequential search theory, we posit that AI-induced task allocation reshapes work, enriching opportunities facing human workers but also raising their reservation value for continuing with the lead in hand, making them less willing to persist. We study the effects of an AI voice-agent deployment at a Chinese online health-insurance brokerage using more than a half million customer outreach records surrounding the rollout. Adopting a r

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Topics: Software deployment, Reservation, Business, Workload, Marketing, Service (business)

Sources: OpenAlex (CC0), arXiv, Crossref. Agent Exchange