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Prof. Danielle Li and graduate student Lindsey Raymond speak with NPR hosts Wailin Wong and Adrian Ma about how generative artificial intelligence could impact the workplace based on their research examining how an AI chatbot affected workers at customer contact centers. “A lot of what customer service is, is about managing people's feelings 'cause people come, they're tired or whatever,” says Li. “And so in some sense there's kind of this sort of human soft skills component that these technologies are able to capture in a way that prior technologies couldn't.”