What is it about?
The research aims to address the issue of stress among frontline service employees, who often face significant pressure from customer interactions and other job demands. The goal is to explore how AI can alleviate this stress by serving as artificial companions.
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Why is it important?
The rapid emergence of AI technologies like ChatGPT and Copilot in the workplace inspired this research. These tools have the potential to function as companions to employees, helping them manage work-related stress and maintain mental well-being. The research explores how AI can act as a companion to employees, offering various types of support—such as emotional, informational, and task-related assistance. The study develops a framework to understand how these AI companions can help reduce stress.
Perspectives
I hope this article sheds light on how AI technology, often seen as complex or impersonal, can actually play a crucial role in improving the well-being of everyday workers. The idea that AI could serve as a supportive companion in the workplace might seem futuristic, but it has the potential to make a tangible difference in reducing stress for those on the front lines of customer service. This isn't just about technological advancements—it's about finding new ways to care for the people who deal with the pressures of demanding jobs every day. More than anything, I hope this article encourages you to think about AI in a new, more human-centered way.
Khanh Le
Auckland University of Technology
Read the Original
This page is a summary of: Howdy, Robo-Partner: exploring artificial companionship and its stress-alleviating potential for service employees, Journal of Service Management, August 2024, Emerald,
DOI: 10.1108/josm-09-2023-0408.
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